2020 Partners
The companies with solutions to share.
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
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
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?
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
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
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
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
The companies with solutions to share.
