Day 1

In a rapidly evolving world where preferred methods & forms of customer communication are constantly shifting, it can be challenging to understand when, how, & on what platform a customer should be contacted as part of the customer journey. Leaders want to learn about striking the fine balance between proactive customer engagement & bombardment, developing customer trust & sentiment by building upon previous communication & personalising interactions to perfect a profitable engagement strategy.

• Gain insights about how to stay ahead of customer communication channel/method preferences & trends by utilizing data to help determine engagement strategy

• Glean how to manage speed of response, 24/7 availability, & building upon previous customer interactions in the contact centre to fulfil rapidly increasing customer expectations

• Discover how to measure the ways that communicating with customers effectively & personalising customer engagement results in ROI & a positive commercial outcome for the business

James Hewitson

Managing Director & Head of Customer Support
HSBC

See Bio

Government regulations & AI/data guardrails have been steadily increasing over the last year. Whilst heightened regulation augments customer friction, brands want to know how to transform what may be perceived as 'bad friction' into an opportunity to develop trust, honesty & transparency amongst high-value customers. Yet, it's paramount to distinguish between 'good friction' & 'bad friction' before getting there, understanding the former & eliminating the latter.

• Practicing customer journey mapping to understand where there should be elements to friction along the customer journey & how to transform this into a positive customer experience

• Learning from examples of 'good friction' to implement back into the business to foster connection with customers & identifying forms of 'bad friction' & gleaning how to eliminate these moments from the customer journey to ensure seamless & repeated experiences

• Learning how customer journey mapping enables organisations to redesign experiences, remove barriers, & create seamless interactions whilst balancing customer expectations & business objectives

Many industries are now seeing the rise of what were originally start up brands but have now morphed into major digital challengers, competing against established players with outdated legacy systems. Since these emerging companies have integrated modern tech stacks & state-of-the-art digital experience platforms into their systems, it's crucial for all industries to learn how to stay head of the game both operationally & when delivering CX.

• Learn about ways to modernize legacy tech systems & data to  enhance the customer experience in real-time, including how to interconnect disparate tech stacks.

• Ascertain how to prioritize & update the digital user interface to deliver exceptional customer service, decipher which bits of legacy systems to 'get rid' & which bits to optimize for operational efficiency

• Understand the benefits of harnessing modern technology to resolve customer issues first time & to eliminate friction, taking risks to achieve ultimate ROI in a rapidly evolving world saturated with disruptors

A major debate in Customer Service & Experience is how much AI should be used in customer interactions. Ultimately, it comes down to striking the right balance between the efficiency & ease of automation & the personal, emotive connection of the human touch.

• When viewing the customer journey as a whole, which touchpoints should be automated & which should be handled by a human in customer service whilst maintaining a seamless, omnichannel experience?

• How can AI be utilized to personalise interactions efficiently & build upon previous communications & how does this compare to personalisation offered by human employees?

• How much should organisations rely on AI tools to give feedback on employee call handling & how much of this feedback should be delivered by humans?

Louise Walsh

Chief Customer Officer
Utilita Energy

See Bio

Claire Hepworth

Global Senior Director of CRM & Product Management
Ford Motor Company

See Bio

Suraj Nagaraj

Head of Product - Loyalty & Customer Experience
Tesco

See Bio

Shamas Aziz

Head of Customer Experience
Gymshark

See Bio

When selling essential products & services in an overcrowded market, it can sometimes feel impossible to differentiate your brand. However, an untapped & often overlooked source of potential lies in your biggest & sometimes your only asset, your CX strategy. Whilst a pricing point may win customers over in the first instance, it is the experience that inaugurates loyalty, growth, & the biggest commercial outcome so learning how to prove this to the board is critical. 

• Discover how exceptional customer experiences can differentiate your brand in highly competitive, price-driven markets 

• Explore the CX strategies that increase retention, lifetime value, & loyalty long after the initial purchase decision

• Learn how to connect customer experience initiatives to measurable business outcomes, demonstrating clear ROI & sustainable growth

Although the contact centre is often mistakenly viewed as a 'cost centre', this comes at an unfortunate cost to the business who are potentially missing out on a major opportunity to leverage growth from an essential part of their customer service. Leaders are keen to understand how to transform their contact centres into profit hubs by investing in the right infrastructure, empowering frontline employees, & to make those interactions as positive as possible to achieve lifelong loyalty.

• Understand where to invest money into the contact centre, whether that be critical infrastructure, modern tech systems, AI agents, conversational AI, or

headcount to fulfil ROI

• Listen to examples of employee trainings & customer service frameworks to understand how to deliver excellent CX at scale while embedding a customer-centric culture

• Shift the focus from reducing headcount & cutting costs to establishing a robust contact centre for the longevity of the business