Knowledge - Insights: Presentation Slides
Available presentations |
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09:10-09:40 |
Opening Keynote: Superagent 2020 – The Future of the Contact Centre Dr Nicola Millard, Head of Customer Insight & Futures, BT |
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10:05-10:30 |
The Future of Engagement Cathy Brown, Executive Director, Engage for Success |
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10:30-10:55 |
Homeserve Case Study: Strategy Determines Direction, Technology Lights the Way | |
10:30-11:55 |
Engaging the Workforce Through Job Initiated Job Crafting Dr Giles McClelland, Division Leader of Business, Economics and International Business, University of Central Lancashire |
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11:55-12:20 |
The Contact-Centre Time Bomb Glenn Hurley, CEO, Compliance3 |
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12:45-13:10 |
The Co-Operative Bank Case Study: Just Trying to Keep My Ever More Demanding Customers Satisfied Samuel Kaye, Head of Customer Service Centres, The Co-Operative Bank |
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15:10-15:35 |
Building an On Demand Service Ecosystem: A Unilever Innovation Study Megan Neale, Global Head of Engagement Centres, Unilever & Mikhail Naumov, Chief Strategy Officer, DigitalGenius |
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16:25-16:50 |
Chaucer Direct Case Study: Customer Service in Context | |
