Reinventing the Contact Centre with Predictive Customer Service
London, May 9, 2018
You are invited to a complimentary lunch for Customer Leaders to hear how AO.com is using technology to offer an industry-leading, differentiated level of customer experience. As a result of its contact centre “reinvention”, customer satisfaction ratings have soared to 9.2 while contacts per order have decreased by 50%.
At this session, featuring a keynote by AO’s Managing Director for Europe, Kevin Monk, you will learn how to:
1. Answer customer questions before they ask
2. Personalise human and self-service interactions
3. Transform the business to put the customer first
We’ll back this up with a live demonstration of the technology in action.
This event is designed for heads of contact centre, customer service, sales, support, procurement and I.T. There are only 15 places, so please RSVP now.
Customer Engagement as a Service – UK Launch Event
London, February 20, 2018
We are pleased to invite you to an exclusive gathering of consultants and analysts to brief you on the launch of Humanify™ – Customer Engagement as a Service. At this complimentary lunch with one of the world's largest contact centre and customer experience outsourcing companies, we'll show how the philosophy that everyone deserves experiences that are simple, inspired and more human led to the development of Humanify’s unified delivery methodology.
This event is designed for individual consultants, boutique consultancies and consultants at large firms who work with clients in the UK on customer experience, contact centre and/or outsourcing strategy.
The Chatbot Revolution – and how you can lead it
London, November 29, 2017
Chatbots and virtual agents represent the fastest-growing technology for online customer service. They are also having a positive impact on contact centres by supporting live agents. It’s no wonder, as companies can save time, money and resources while also building better relationships with customers.
At this free lunch event with your peers, discover how you can:
1. improve the customer and agent experience with chatbots
2. create a feedback loop defining industry best practice
3. keep content accurate for virtual and live agents
4. offer a fully integrated support experience
5. combine virtual agents and live chat for effortless online customer service
The presentation will include a demo and some concrete steps you can take towards building a business case.
Also hear first-hand from Lloyds Banking Group how chatbots have been successfully deployed internally as a contact centre agent tool to provide a faster, better customer experience.
This event is designed for leaders in customer service, customer experience, digital and contact centres.
How to optimise lead generation by integrating marketing and inside sales
Keynote presentation by:
London, October 25, 2017
With new technology vendors constantly vying for buyers’ attention, it is imperative to develop smart ways of not only generating leads but engaging with them to the point of “sales-ready”.
Join your peers over lunch to hear from the experts who’ve helped Panasonic, Microsoft UK, Xerox and many other blue-chip tech brands. We’ll cover:
1. how to apply intelligent telemarketing to set sales people up for success
2. breaking down the silos between sales and marketing to provide a slick and professional customer experience
3. the use of propensity modelling and analytics to extract key insights into how buyers are making decisions
This event is designed for leaders in sales and marketing at large technology, manufacturing and consumer electronics companies.
Solutions for Common Challenges in Retail Customer Service
Keynote by: Matthew Dashper-Hughes, former COO for Ryman, Robert Dyas & Boux Avenue
London, September 6, 2017
Retail customer service has changed dramatically over the last five years: consumers are demanding consistent service via their channel of choice, day and night, whether it’s peak or off peak season.
Join us at a complimentary lunch to hear from experts how some of the world’s leading retail brands manage common customer service challenges. Exchange ideas with your industry peers on best practices for:
1. Seasonal / peak support – flexible staff on-demand
2. Product launches
3. Product recalls
4. 24/7 customer support as a competitive differentiator
5. New channel pilots e.g. webchat or SMS.
This event is designed for heads of customer service, contact centre and customer experience in the retail industry.
Customer Experience World
Capetown, Jul.26, 2017; Birmingham, Oct.17, 2017
CEW will focus on customer experience transformation as a business competitive differentiator requiring a revolutionary digital strategy.
Capetown: View the agenda Birmingham: View the agenda
RPA and AI for Banking, Financial Services and Insurance Summit 2017
London, Jul.10-12, 2017
Building on the groundbreaking success of RPA & AI Summit 2016, SSON & PEX Network is proud to bring you RPA & Intelligent Automation BFSI, to provide a true peer to peer platform with a surgical focus on practical and specific challenges for the BFSI industry. You’ll learn real life insights from a groundbreaking speaker panel that will help you to:
• Realise the full potential of your Robotic and intelligent automation projects
• Mature your cognitive capabilities
• Scale up your projects to have a significant impact on your business bottom line.
View the agenda
Chief Customer Officer
London, Jun.6-8, 2017
Europe's premiere event for CCOs, CX and Customer-Centric Leaders. Hear from inspiring speakers at big brands including Allianz, DHL, Kiwi.com and Zurich. View the agenda.
Fortifying your Travel Business with Customer Service Best Practice
Keynote presentation by:
London, March 1, 2017
The travel industry is volatile - oil prices or a single disaster incident can have untold impacts on profitability. One thing that IS in your control is Customer Service. By adopting best practices for Customer Service, you can fortify your travel business so that you are optimally equipped to manage both the business-as-usual and business-as-unusual!
Join us at a complimentary lunch to hear from travel experts how some of the world’s leading travel brands manage their customer service and exchange ideas with your industry peers, on best practices for:
•Omni-channel customer experience
continuity planning, and
This event is designed for heads of customer service, contact centre, reservations, inbound sales or supply chain.
If you missed this event and would like a copy of the presentation, please contact firstname.lastname@example.org.
Analytics-as-a-Service for the Contact Centre
London, November 9, 2016
Join us for a boardroom lunch which demonstrates how analytics can be deployed as a service in contact centres to achieve breakthrough results. With the only requirement being a call recording capability, analytics-as-a-service can be deployed quickly, with no need for internal specialists or purchase of any additional software licences.
Manually reviewing a tiny sample of individual call recordings will never deliver the customer insights of a “big data” approach - now accessible to contact centres of all sizes.
While many inhouse speech analytics projects fail, analytics-as-a-service is replete with success stories. We’ll present some of them from the financial services and public sectors.
This event is designed for leaders in contact centres, customer experience, marketing, insights and analytics.