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Thought leadership

Our fourth Future of the Contact Centre conference held last Thursday was our biggest and best so far, and universally acclaimed as a world class event by delegates, sponsors and speakers alike.

Delegates at our case-study driven CPD accredited conference learned about the customer contact strategies from organisations as diverse as Auto Trader, Sky Gaming, Dixons Carphone, Metro Bank, Sure Petcare, BGL Group and West Sussex County Council.

One of the day’s many highlights was the opening keynote from Dr Nicola Millard, Head of Customer Insight and Futures at BT, who painted the picture of an optimistic future for contact centres so long as they blend technologies such as AI and Robotics with the human touch that only people can bring.

This set the tone a day when emerging technologies around customer and employee contact were viewed as ‘enablers’ with people playing ever more important roles in complex customer contact situations where customers need help from a person, not a machine.

Steve Hurst, editorial director at conference organiser Engage Business media said: “It was encouraging to hear so many case studies illustrating the excellent work being done in and around contact centres. There is no doubt that rapid advances in customer facing digital technologies mean contact centres are now at a pivotal point in their history”.

One of the opening keynotes at the conference, delivered by James Sandberg, founder of consultancy Customer Devoted, looked at how marketing is increasingly collaborating with contact centres for the benefit of customers and employees and across the enterprise.

The upside of cutting across organisational silos to improve the customer experience will be one of the themes explored in our upcoming inaugural CX Marketing Summit to be held at the Park Plaza Victoria on March 15.

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