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With customer expectations continually changing, it is critical that brands can personalize customer interactions that are consistent across all touchpoints.

Levi’s share what CX means to them in a digital age and how customer support plays an important role in building customer loyalty. Hear Levi’s plans to accelerate their customer engagement across the organisation.

• Shift to digital, how to change company behaviour and adjust to customer needs
• Connecting the dots: Hear how HP collaborate effectively between Marketing, Sales & Support
• Social Versus Digital: Understand where you should be spending your time
• AI in customer care: Determine what you should be focusing on
• Messaging Apps: Keep ahead of the latest social trends, deliver the better customer experience, be cost effective and measure success

• Harness the power of bots & AI without impacting customer experience
• Break the CX equation through social messaging channels

In this session hear how Dankse Bank are repositioning their customer care delivery from workforce changes, to leveraging self-service and beyond. This session will share their journey to transforming a historic operations culture to one that is innovative and puts the customer at the centre.

• How to change your organisation to one focused on customers through education, emotion, and customer interaction.
• How to ensure customer voices are heard constantly, break down barriers with much leaner decentralized decision making
• As consumers switch between channels ensure streamlined communication and the right answers no matter what channel

With customer experience roles on the rise, we want to delve into how this is changing the customer service role – and how this fits within the broader experience strategy

Sarah will discuss removing barriers in your business to giving great customer service by empowering your frontline agents to make meaningful changes. This will include innovative examples of how to motivate your teams, improving retention, and creating meaningful changes to engage employees in the long term.

Sarah will give real life examples and take home advice for implementing a happy workplace which enables great customer service. Highlighting the benefits this has to your entire organisation.

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

• Hear about how Barclays are utilising artificial and human intelligence to create great outcomes for customer and the organisation
• Where do you start with AI? Simon will talk through how Barclays Global Contact Centres started with a small incubator and quickly scaled Chatbot capability across Barclays retail customer base
• Hear about the challenges but also the great benefits to AI for your organisation and your customers

• Develop new tools to help monitor and report on staff performance, and identify gaps and opportunities for quicker resolution
• Invest in feedback tools to understand employee satisfaction, knowledge and professional (soft) skills.
• Set the right Key Performance Indicators (KPIs) for agents that encourage and enable personalized experiences for customers
• Use coaching as a tool to help motivate employees to do more for your customers

Learn how Nokia is using AI to enhance response times and gain greater efficiencies. In this session Nokia will discuss how they are approaching automation to improve customer support.

Hear how Volkswagen have undergone an internal restructure to best align across functions to work seamlessly across the same customer channels. In this session you will learn how to best map your customer journey and align internal structures to collaborate on the same customer goals.

Customers want to self-serve online but digital content fails them. Taking to social media, email, chat and voice, they get help from your support team. So, job done, apparently - except that it can be done better. In this session, we’ll show how established digital marketing tools and methods improve digital customer care content to dramatically reduce the customer’s need to call and increase satisfaction.

Hear how Radisson Hotel Group are looking beyond responsive social customer care to pre-emptive social customer care. Radisson Hotel Group will share how they are listening across social to use Surprise and Delight tactics to catch their customers off guard and create positive brand experiences. This session will focus on engaging in positive experiences to take your customer care efforts to the next level.

Every channel, every time zone, every language. How do you delight demanding clients across multiple markets? Learn how Monese built a world-class customer experience in a challenging sector and how Unbabel is helping high-growth businesses steal a march on their competition..

• How consumers demand service through private channels such as messaging apps
• How to anticipate your customers’ needs using AI
• As consumers we demand answers from multiple channels and our challenge as brands is to deliver excellent customer experiences.

• How the rise of new technologies will affect learning methods, knowledge base and role of the CS staff
• Meet the needs of the new generations in format and content
• Develop soft skills and problem solving through training whilst maintaining the human factor