Knowledge - Insights: Presentation Slides

HALL 1 AVAILABLE PRESENTATIONS

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1

09:10

Dixons Carphone Case Study: Digital Ambitions
Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group
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09:35

Omnichoices – ‘We Want it All and We Want it Now’
Trevor Geraghty, Customer Contact Director, Difference Corp
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EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

10:55

SureFlap Case Study: The Future of Purr-Fect Service
Sarah Metcalfe, Head of Customer Service, SureFlap
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11:20

Contact Centres: Resistance is Futile. We are Omni-Channel. You will be Assimilated Mark Oppermann, EVP Sales & Marketing, Webio View presentation slides

11:45

BT Case Study: Our CX Journey
Abby Thomas, Director of Transformation and Change, BT
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THE CONTACT CENTRE AND THE CUSTOMER JOURNEY

12:35

Proactively Transforming Customer Service at Elmbridge Borough Council
Dawn Crewe, Head of Customer Service, Elmbridge Borough Council
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multichannel contact centre of the future

14:25

2017 Service Strategy
Martin Hill-Wilson, Founder, Brainfood Consulting
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14:50

The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future
Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft
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OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2

16:10

Sky Case Study: How Playing to Strengths can Change Everything in Contact Centres Danielle Macleod, Customer Service Director, Sky View presentation slides

16:35

Customer Experience Innovation – The Impact of Mobile and Social Messaging Channels on Customer Engagement
Shakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile
Presentation coming soon

17:00

Disrupting The Disrupters – How to Attract and Retain Contact Centre Talent of the Future
Carolyn Blunt, Managing Director, Ember Real Results
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HALL 2 AVAILABLE PRESENTATIONS

CX INNOVATION AND TRANSFORMATION

09:35

Alexa – Ask KCOM
Darryl Beckford, Head of Digital Acceleration, KCOM
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10:00

Make It Cheaper Case Study: A Commitment to Making Our Customers Smile
Danni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper
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BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

11:20

Innovation, Disruption, Investment…. Where to Start?
Simon Foot, Director, Ember Services
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CX SERVICE DESIGN IN THE CONTACT CENTRE

11:45

Using Voice of Customer to Drive Service Design
James Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, Customer Experience Management, Confirmit
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12:10

Everyone Else is Becoming More Agile but Why isn’t the Contact Centre?
Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework London
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12:35

Building a Contact Centre Fit for 2020 and Beyond
Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce
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13:00

M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch to Non-Face to Face Service at M&S
Jo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S
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CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS

16:10

Nudging Chatbots
Colin Strong, Global Head of Behavioural Science, Ipsos
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16:35

Talking Points Keynote: Chatbots!
Wim Rampen, Chief Marketing Officer, CX Company
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