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The customer-focused community has been discussing how to transition to personalised, data-driven interactions and best practice for the past decade. It’s time to move on from the discussion stage to delivery and execute these big ideas. Look at how best to transition from traditional customer service to a beacon of innovation and best practice
With your customer interacting across multiple touchpoints, units and channels it’s essential their journey is seamless. You need to establish a system where customer journey data is brought together so agents have the necessary information to hand. Find out how to deliver a frictionless omnichannel experience
Customer service teams must consider and design roadmaps which remove pain points and prioritise ease of us. Discover how to design a customer journey with them in mind and ensure you’re encouraging deeper loyalty from your customer
Whilst automation can make processes faster and provide responses to straightforward queries it can, at times, feel impersonal and frustrate customers. Pursue a strategy that blends the need for automated, fast services with the human touch your customer craves
There has been so much discussion about brands being omnipresent across multiple channels and platforms. You need to meet customers where they are, not where you want them to be. Assess what mediums you need to be using and how you can offer up a convenient service
CS agents are the human face of your brand and one of the only departments in your company who engages directly with the customer. Learn what training and soft skills your CS agents need to showcase your brand in the most positive light possible
AI is changing the way brands interact with their customers and allowing for more accurate, well-informed responses to queries. Find out how AI can help reduce the workload of staff and speed up your customer query response times
Metrics are important but CS agents need to have a strong grip on the skills necessary to make a customer feel valued. Move to a customer-first way of thinking throughout your interactions
Artificial intelligence enables brands to convert data collected and stored in CRM systems into easily digestible, actionable findings. Spend more time setting strategy and making business decisions through AI
Instead of replacing human interactions, AI can support them. Take away the burden of call directing, simple questions and data analysis by delegating to AI-driven systems and free up your CS agents time and allow them to provide answers to complex queries
Customers now expect digital first, so brands should aim to deliver interactive digital output in whichever formats they prefer. The first steps should be to find out how data is created, captured, and stored and how it can be best used and integrated
As your brand moves from plucky start up through to medium-sized enterprise and then to industry leader how do you ensure your brand identity remains intact? Find out how to make sure you keep the elements of your brand that the customer loved in the first place
One of the most common stumbling blocks along the CS roadmap is the integration of a CRM system which operates alongside or above your existing legacy systems. Find out what criteria to consider and the most painless strategies to follow when integrating
With huge strides in automated tech including AI, chatbots and self-serve capabilities automation has changed the face of CS. How do we ensure that customers don’t feel disengaged and receive personal service? Look at the role human interactions will play in this digital age
Chatbot technology is now widely used and nowadays if a customer’s needs are being met, they don’t care if they’re talking to a human or bot. Look at how brands can enhance their chatbots capabilities and provide a comprehensive level of support 24/7
With many customer service teams outsourced across the globe it can be difficult to imprint brand values and standards to distant teams. Make sure your teams radiate your values while meeting cultural and marketplace needs
Bring your data together to analyse and provide agents with a comprehensive customer profile. Understand and build upon previous interactions to tailor responses accordingly
Customer service agents are at the forefront of interactions with the customer themselves. They are uniquely placed to receive direct feedback and brands need to ensure that this feedback is listened to and actioned upon. How do brands categorise feedback and implement it into overall strategy?
Pro-active problem solving for customer service is spoken about as 'blue-sky thinking' but it needn’t be. Listen in on how AI can be used to pre-empt potential CS problems and alert or solve the issue ahead of time
As companies set rapid growth targets you need to quickly scale up your customer service structure and systems. From easily upgradable data systems through to effective training methods, match your company’s ambitions and still maintain a personal, helpful service
Elevate your understanding of the customer by building a deeper profile of them. With more data available than ever before, find out how to build profiles of your clientele, what motivates them and what their habits mean for you
An inconsistent customer experience across channels and units is a major pain point for your clients. Your business needs to take a unified approach to personalization across touchpoints. Create a seamless experience for your customer or risk being left behind
If chatbots are to be incorporated into the customer's experience, then they need to link seamlessly with the other sections of your CS structure. Find out how chatbots can arm agents and call centre operatives with the information they need and help them focus on escalated, more complex queries
There is a digital channel shift and brands are increasingly becoming 'digital first' and with the emergence of new direct channels such as WhatsApp and Messenger it is crucial brands can keep up with the pace of change in consumer habits and expectations. What does this all mean for you?
Customers want their questions answered and problems solved quickly. Whether FAQ’s, online forums or automated messaging system self-service is now an essential part of your customer service arsenal. Make self-service easy for your customers and drastically improve their experience
With the emergence of new messaging platforms such as WhatsApp, Facebook Messenger and WeChat brands now need to consider having a presence on direct messaging platform channels and how to incorporate self-service functions and response options
Self service capabilities free up hours of time for CS agents and your contact centre enabling a higher quality of response. Uncover how to prove the business case of self service and the steps needed to action its implementation
With omnichannel customer service non-negotiable and a whole host of new technologies moving from discussion to the execution stage, now is time to take stock and plan. In this closing panel we will discuss what trends and challenges you need to stay on top of to deliver an outstanding customer experience across all interactions
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