Knowledge - Insights: Chair Reports

Customer Engagement Transformation Conference 2018

Hall 2 was a really great place to be at the recent Customer Engagement Transformation.
After some sparkling keynotes in the plenum session, we explored some of the innovative things happening in Financial Services and B2B and how people are enabling experience creators* to transform the way they engage customers.
(*Chairman’s note – I’m so sorry, but I just can’t say ‘front line’ any more to describe people who engage with customers. The expression was after all from the war and involved shooting at people and horrors beyond imagination. Please may I use the term ‘experience creators’?
Holly Devonold from Liverpool Victoria shared how LV puts people at the heart of what they do. A keen focus on simplifying things and helping people focus on key priorities and aiming to “being the best loved – our people, our customers, our business.” Strategies for creating “an even better place to work” such as homeworking, have seen the company drive down sickness rates and increase both engagement scores and Voice of the Customer scores. A key strategy for Holly is using customer feedback as a strategic CX development tool while empowering their staff to do what they think is best for customers.
Sustainable transformation is often about getting the right balance of strong, believable and ‘live-able’ core values, aligned internal communications and leadership style, mission critical skills, supportive structure, but also making sure the right enabling systems and processes are in place.
Martin Taylor from Content Guru showed us just how the contact centre platform storm® can play a role in delivering outstanding experiences – on both the good days, and the bad days! With modern businesses now needing to engage customers 24/7/365 the right platform is essential to create and sustain a vibrant CX driven business. Martin shared one survey that reports that only 16% of contact centre agents report satisfaction, with the main issue being workload. There is clearly room for a real
transformation in this area.

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Chair Report – Customer Engagement Transformation 2018 – Nick Brice

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