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With huge leaps in automated technology including AI, chatbots and self-serve capabilities the era of automation is well underway. But how do we ensure that customers don’t feel detached and receive personal customer service? In this discussion we'll analyse how to balance tech innovation and our customers need for human interactions
Managing Director Europe and Canada
Global Head Customer & Digital Experience
Global Head of Product Marketing
Head of Customer Love
Head of CX
AI has the potential to automate some of the more mundane and every day queries that a customer has for a brand and its product. By automating some of these responses the agents will have more time and be able to deal with queries that need a human input such as quality control complaints for example
The benefit of chatbot technology is that you are now able to offer your customers 24/7, round the clock responses in almost real time. From implementation through to release chatbots can revolutionise the way your customers interact with your brand and the accessibility you offer. In this session we will cover the benefits and implications of a chatbot strategy
Head of EMEA
Customers today demand more, better, and faster food than ever before. At Pizza Hut, we’re responding to these demands by changing and enhancing the ways we do business by projecting a brand that is relevant and distinctive. But rather than creating an extra burden, learn how we’re leveraging this challenge as an opportunity to rejuvenate our business strategy and build a more powerful bond with our customers.
Increasingly, customers expect brands to offer support on their preferred digital communication channels and to manage persistent dialogues. If you're thinking that's easier said than done— then think again. The latest findings in Helpshift's State of Service Automation Report reveal that leaders in digital customer service are rising to the occasion by not only providing a well-orchestrated experience but reducing support costs to boot. Join this session to learn:
Founder & CSO
Head of Customer Insights and Futures
Brands need to figure out where their customers are across channels and what their strategy is for each platform. Find out how to compile and analyse data/findings/activity and be able to act upon what your customers are saying
Account Director EMEA
Smooch by Zendesk
Digital and Social Customer Service Trainer
Customer Service Culture
Head of Customer Experience
FCA Fiat and Chrysler
Global Head of Customer Journey Approach
In times of rapid technological changes, it is key harness the power of technology to help brands generate growth across the value constellation. This is a case study on how, by involving our dealers in the customer journey, we have gained greater customer centricity and improved our business performance. The customer experience? Experience the customer.
Head of Customer Experience
FCA Switzerland Fiat Chrysler Automobiles
Readiness, Culture and People Lead for Modern Life Gaming and Customer Service
Microsoft and its customers are on a journey to the world of cloud computing – a significant change for service and support teams. Find out how Microsoft is driving customer experiences and delivering business outcomes as support becomes a key product differentiator.
Worldwide Support Engagement Lead
Millions of businesses rely on SMS to communicate with mobile consumers. Though SMS meets the consumers’ needs for instant notification, it lacks the interactivity and personalization consumers expect. RCS Business Messaging upgrades SMS with branding, rich media and analytics that lead to better consumer engagement. With RBM, businesses can bring branded, interactive mobile experiences, right to the default messaging app.
Nick will show talk about the success of Sky Spain’s digital only contact centres where 80% of contact volume comes through live chat and demonstrate how it unlocks so much more
Building and motivating employees in the customer service sector has been a longstanding challenge for brands. The importance of training and clear progression has been underestimated for too long. Discuss how through improved internal team development and management we can build an organisation that is geared towards serving the customers' needs
Urban Lime Learning
UK Customer Transformation Programme Manager, Customer & Stakeholder Experience
What metrics and tools are you using to track success and efficiency of your CS agents? Aside from individual performance how are brands going about goals management and how can companies ensure that their agents have clear, trackable targets. In this segment we analyse what metrics are best for driving team performance and NPS
Propositions and Innovation Director
For any organization offering services to users, the Shift to Left model is the roadmap to transform its way of designing, providing and supporting services. Starting at a foundational organization of four levels of Support the S2L model shows how important is for any organization to initiate that journey, set priorities and objectives. We talk about some critical tips to make your trip faster and more confident.
Juan Ramón Palomino
Multichannel User Support Director
Here at Plusnet we're all about providing great value broadband, mobile, TV and sport with award-winning customer service. We compete with many much larger organisations despite our smaller scale, by often taking a slightly different approach with a big dose of Yorkshire. This is how.
Customer Service and Operations Director
This talk will go through how you can surprise and delight your customers, motivate your team with culture and how using the human touch keeps both external and internal relationships at a world class level.
To successfully build customer relationships and loyalty, companies are striving to keep up with growing customer expectations. This presentation will provide insights into the benefits of digital customer engagement maturity and share best practices to help you get started with AI and chatbots for better and more scalable customer engagement.
International Head, Customer Engagement Technologies
With your consumer potentially interacting with your brand across multiple platforms it is critical that their journey is seamless, and you remove as much friction as possible. CS teams need to establish a system where data from across the customer journey is brought together so agents have the necessary information to hand when called upon. Find out how to deliver an effortless omnichannel experience for your customer
Customer Services Director
With the customer journey spread across multiple channels the customer journey could become disjointed and the customer may have to repeat steps and information when speaking to an agent or a chatbot. Here we discuss how system integration is key to helping brands deliver a customer experience that works throughout the whole journey
Managing Director EMEA
Customer service and marketing teams are becoming more closely aligned with CMO's recognising that customer departments can help them understand their consumer, driving growth and loyalty. In this session we discuss how customer care can facilitate highly effective marketing, converting loyalty to growth
Director Customer and Revenue
Transport for London
Typically, insurance companies try to give money compensation when damage occurs. However, instead of money compensation we want to help our customers back to normal life with help of our suppliers. We have selected suppliers who can provide concrete help to our customers in several areas as property, health and cars.
Head of Business Sourcing
OP Financial Group
Vodafone’s journey in digital transformation of their IoT practise, and embracing a new way of working which is very much customer centric and data driven. Topics of discussion include the challenges in the culture change, the importance of knowing what success looks like and instilling a culture of lots of customer testing early and often.
IoT Customer Experience
While you need to prepare for escalation your priority should be to resolve any query at the first point of contact. Customers don’t want to repeat themselves and so you need to ensure that agents are up to date or mentored effectively. Strategize and train your way to customer satisfaction
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