The industry shaping agenda



Day 1

Reinvent the Customer Journey

8:55am–9:00am

Opening Remarks

9:00am–9:15am

Panel Discussion: Move from Discussion and Speculation to Action

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

9:15am–9:30am

Achieve Seamless Multichannel Customer Service

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

9:30am–9:45am

Design a Customer-Centric Journey and Inspire Loyalty

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

10:00am–10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

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

10:15am–10:30am

Develop a Cross-Channel Strategy - Decide What's Right for your Brand

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

Create a Customer Obsessed Culture

10:45am–11:00am

Train Agents to Engage and Retain Customers by Delivering Personalised 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

11:00am–11:15am

Evaluate and Overhaul the Corporate Culture of your Contact Centre

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

11:15am–11:30am

Enrich Agent-Customer Interactions with AI insights

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

11:45am–12:00pm

Maintain Your Brand Personality Throughout Growth and Transition

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

12:00pm–12:15pm

Inspire Loyalty and Retain the Human Touch

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

12:15pm–12:30pm

Build and Manage a Consistent Customer Experience Wherever the Team is

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

12:45pm–1:00pm

Hand Customers the Initiative and Implement Sufficient Self-Serve Tools

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

1:00pm–1:15pm

Messenger Services and Incorporating New Channels

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

1:15pm–1:30pm

Measure ROI and Prove the Business Value of Customer Self-Service

Measure ROI and Prove the Business Value of Customer Self-Service


Day 2

AI and the Technologies Shaping Customer Experience

9:00am–9:30am

Panel Discussion: Transform the Way Your Business Responds to Customer Queries Through Personalized, AI-Driven Interactions

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

9:30am–9:45am

Decipher and Unlock the Potential of Big Data

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

9:45am–10:00am

Centralise Data and Harmonise Customer Care Management Solutions with Legacy Systems

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

10:15am–10:30am

Keep Progress Rapid with the Selection and Integration of an Effective CRM System

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

10:30am–10:45am

Take Advantage of Chatbots to Provide 24 Hour and Comprehensive Support for Your Customer

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

10:45am–11:00am

Move to Cloud-Based Systems and Empower CS Agents

Bring your data together to analyse and provide agents with a comprehensive customer profile. Understand and build upon previous interactions to tailor responses accordingly

11:15am–11:30am

Deploy AI and Predict Problems to Prevent Escalation

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

11:30am–11:45am

Combine Rapid Growth with Personalised Customer Support

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

11:45am–12:00pm

Customer Profiles: Provide a Service That is Personal and Tailored to Individual Needs

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

12:15pm–12:30pm

Coordinate Your Personalisation Strategy Across All Channels and Brand Interaction Points

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

12:30pm–12:45pm

Manage a Perfect Balance Between Chatbots, Call Centres and Structures

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

12:45pm–1:00pm

The Technologies and Platforms Shaping the Customer Journey

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?

Reinvent the Customer Journey

8:55am–9:00am

Opening Remarks

9:00am–9:15am

Panel Discussion: Move from Discussion and Speculation to Action

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

9:15am–9:30am

Achieve Seamless Multichannel Customer Service

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

9:30am–9:45am

Design a Customer-Centric Journey and Inspire Loyalty

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

10:00am–10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

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

10:15am–10:30am

Develop a Cross-Channel Strategy - Decide What's Right for your Brand

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

Create a Customer Obsessed Culture

10:45am–11:00am

Train Agents to Engage and Retain Customers by Delivering Personalised 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

11:00am–11:15am

Evaluate and Overhaul the Corporate Culture of your Contact Centre

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

11:15am–11:30am

Enrich Agent-Customer Interactions with AI insights

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

11:45am–12:00pm

Maintain Your Brand Personality Throughout Growth and Transition

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

12:00pm–12:15pm

Inspire Loyalty and Retain the Human Touch

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

12:15pm–12:30pm

Build and Manage a Consistent Customer Experience Wherever the Team is

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

12:45pm–1:00pm

Hand Customers the Initiative and Implement Sufficient Self-Serve Tools

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

1:00pm–1:15pm

Messenger Services and Incorporating New Channels

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

1:15pm–1:30pm

Measure ROI and Prove the Business Value of Customer Self-Service

Measure ROI and Prove the Business Value of Customer Self-Service

Reinvent the Customer Journey

8:55am–9:00am

Opening Remarks

9:00am–9:15am

Panel Discussion: Move from Discussion and Speculation to Action

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

9:15am–9:30am

Achieve Seamless Multichannel Customer Service

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

9:30am–9:45am

Design a Customer-Centric Journey and Inspire Loyalty

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

10:00am–10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

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

10:15am–10:30am

Develop a Cross-Channel Strategy - Decide What's Right for your Brand

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

Create a Customer Obsessed Culture

10:45am–11:00am

Train Agents to Engage and Retain Customers by Delivering Personalised 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

11:00am–11:15am

Evaluate and Overhaul the Corporate Culture of your Contact Centre

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

11:15am–11:30am

Enrich Agent-Customer Interactions with AI insights

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

11:45am–12:00pm

Maintain Your Brand Personality Throughout Growth and Transition

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

12:00pm–12:15pm

Inspire Loyalty and Retain the Human Touch

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

12:15pm–12:30pm

Build and Manage a Consistent Customer Experience Wherever the Team is

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

12:45pm–1:00pm

Hand Customers the Initiative and Implement Sufficient Self-Serve Tools

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

1:00pm–1:15pm

Messenger Services and Incorporating New Channels

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

1:15pm–1:30pm

Measure ROI and Prove the Business Value of Customer Self-Service

Measure ROI and Prove the Business Value of Customer Self-Service