Top 5 Presentations from CCW Europe 2020

The best of the best from CCW Europe LIVE 2020. Download the live sessions at your leisure!

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

The case study of NHS Test & Trace In this session, we will be discussing the impact of the current pandemic situation and how the NHS has stepped up to the challenge. Hear how things had changed rapidly and how they had to keep up with demands and deliver a seamless service.

Featuring: Thomas John - VP Channels - EMEA, Five9 Ron Moody - CEO, Connect Assist

How Spotzer transformed their customer experience and service efficiency for a global customer base

How Spotzer transformed their customer experience and service efficiency for a global customer base

Every month, Spotzer builds over 4,500 - 7,500 websites for their global customers and speaks to thousands of customers.

With “value every customer” as a core objective and a strong focus on Net Promoter Score, Spotzer makes sure that the customer experience is second to none.

Join this fireside chat with their CEO to understand the journey they have been through and some of the valuable lessons learned:

  • As a CEO of the company, what does customer experience mean for you and how are you carrying out a global CX strategy?
  • What were the core challenges of serving a global customer base across four continents?
  • Why did you need to change your contact centre system and what were the requirements for the partners?
  • How did you manage transformation change to ensure successful project delivery? Where are you now and what’s the vision for the future?

With Peter Urmson, CEO, Spotzer and Paul Turner, VP Strategic Accounts, Vonage

Re-imagine and transform your contact centre into a profit and growth centre

Re-imagine and transform your contact centre into a profit and growth centre

For many organizations, the contact center is where ‘sorry’ happens – agents apologise, compensate and move on…But the world’s best experience brands understand, and use, the contact center as a key pillar of XM, and a vital driver of loyalty and revenue.

Join CX expert Leonie Brown as she explores how you can re-imagine your contact center as a key driver of business growth, and not just a cost center ready to say apologize.

You will learn how to:

  • Discover what really matters to your customers when they get in touch
  • Free up your humans to focus on key customer issues by enabling better self-service options
  • Empower agents with autonomy to solve customer issues and increase staff retention while improving the customer experience
Applying AI To Transform Your Contact Centre Strategy

Applying AI To Transform Your Contact Centre Strategy

Join Marco Costa - General Manager, Talkdesk and Pedro Pombo, Managing Director, Accenture Interactive as they give real examples of how to use AI & virtual agents to: better resolve customer queries faster, optimise & scale operations without increasing costs

Artificial intelligence offers an unprecedented opportunity to reshape your contact centre and customer experience strategy. 

The All-Stars Panel: The future of contact centre technology

The All-Stars Panel: The future of contact centre technology

The All-Stars Panel: The future of contact centre technology What will be the game changers for customer contact in the next 5 years & how has COVID-19 reshaped the landscape?

With:

  • Gabriele Masili - Chief Technology Officer, Customer Experience & Success, Microsoft,
  • Becky Ploeger - Global Head of Reservations & Customer Care, Hilton
  • Jagrit Malhotra - General Manager, Clarabridge,
  • Ed Creasey - Director of Pre Sales, Calabrio
Customer Experience vs. Efficiency: Striking the tricky balance to improve CX whilst supporting growth

Customer Experience vs. Efficiency: Striking the tricky balance to improve CX whilst supporting growth

Support leaders are often asked to answer the seemingly trick question: Can you provide a best-in-class customer experience…but at a lower cost?

The reality is business simply cannot afford to operate at either extreme and balancing both CX and efficiency not only means a great deal to your customer strategy but unlocks something that can feel elusive to support teams: Positive revenue impact! Join this session with Kaitlin Pettersen, Global Director of Customer Support, Intercom Dee Reddy, Podcast Producer, Intercom Customer to discover an unique approach that enables your business to find the right balance between what is best for your company and your customers.

Overcome the dilemma of approaching efficiency and customer experience as two diametrically opposed choices Scaling the high bar of customer satisfaction without scaling headcount alongside customer count: What’s the secret? Striking the balance with conversational support to combine proactive self-serve and human support capabilities.

Using Data to Adapt in Rapidly-Changing Times

Using Data to Adapt in Rapidly-Changing Times

From calls, letters, and faxes in the 90s, to the omni-channel experience of the 2020s, analysing customer experience has always been tough. Organisations need to join together CX data from disparate systems so they can analyse, take action, and finally measure the effect. This has been exponentially accelerated by the pandemic. New channels were launched in weeks. Employees are operating in radically different contexts. Organisations delivered this rapid change on multiple CX platforms with no single view of the employee or customer experience. How can we adapt to this new context?

Join Ed Creasey as he shares use cases that show how technology makes it easy to analyse customer and agent challenges in one place. He will share use cases of how organisations join together disparate data and apply analytics to forecasting, scheduling, coaching, evaluation, and performance management - helping you analyse every step of the journey for customers and employees

Panel Discussion: Ramping up service excellence & automation to support hyper growth

Panel Discussion: Ramping up service excellence & automation to support hyper growth

These four leaders:

  • Benedikt Dormann - Director Global Customer Service, N26 Group
    Katalin Fritz - Chief Customer Officer, Marley Spoon
    Cathleen Doorenbosch - Head of Shared Services, Deliveroo
    Ruth Zive - Head of Marketing, Ada

Discuss whether no service is the best service? It depends!

  • Creating the balance between self-service, chatbot & human interaction Identify, prioritise and implement automation opportunities improve efficiency significantly
  • Emphasising on the human touch for the most critical moments during customer journey
  • Focusing on data gathering through phone, social and digital channels to drive the right insights to ramp up customer strategies
  • What kind of organisational structure do you need to create to drive customer excellence during exponential scaling up
  • What are the simple things you can do create customer excellence awareness across the company especially for the senior leaders
  • Agile is our DNA: How to leverage that at to bring cross-functional alignments
Getting real with AI: How to leverage AI to disrupt the Customer Service industry?

Getting real with AI: How to leverage AI to disrupt the Customer Service industry?

Join this interactive fireside chat session to learn how one of the biggest BPOs is using Unbabel to disrupt its business model and the entire customer service Industry.
You will learn the answers to the following:

  • What are the macro-trends that the BPO industry is accelerating as the world changes?
  • As the conversation evolves from AI vs. humans to AI empowering humans, what does this mean for customer service leaders?
  • How can extremely large organizations like Concentrix keep agile and innovative?
  • Previously, servicing languages for CX meant finding locations with native speakers, what opportunities does removing that barrier open up?
  • What’s the future of a language and technology intersection in the world’s largest companies?
  • What are the barriers to innovation and change over the next few years?

Featuring: Chris Caldwell - CEO, Concentrix Vasco Pedro - Co-founder and CEO, Unbabel