The best of the best from CCW Europe LIVE 2020. Download the live sessions at your leisure!
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
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:
With Peter Urmson, CEO, Spotzer and Paul Turner, VP Strategic Accounts, Vonage
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:
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 What will be the game changers for customer contact in the next 5 years & how has COVID-19 reshaped the landscape?
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.
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
These four leaders:
Discuss whether no service is the best service? It depends!
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:
Featuring: Chris Caldwell - CEO, Concentrix Vasco Pedro - Co-founder and CEO, Unbabel