Webinars

Next Webinar

21 Jun 2018

How knowledge plays the leading role in Equiniti’s digital transformation project

Sponsored by transversal logo

Thursday 21st June
11:15am

Recognising that technology has a vital role to play in delivering an improved customer experience, Equiniti set about building a business case for change. As a part of a larger digital transformation project, Equiniti was developing a new customer website. This presented the ideal opportunity to develop a more consumer-centric service where the role of Knowledge played the leading role. Hear how Equiniti has successfully delivered a consistent, intuitive experience for its customers across multiple platforms.

Stephen Green, Head of Digital Strategy at Equiniti Financial Services is an experienced digital strategy professional specialising in system architecture and gaining the most from technology to extraordinary customer experiences on a giant scale.

Presenters

Stephen Green

Stephen Green

Equiniti
Steve Hurst 440x440

Steve Hurst

Engage Business Media
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Stephen Green

Head of Digital Strategy

Experienced Digital Strategy professional. Specialising in developing strong, positive teams that go further to grow revenues by applying focus, data and user centred design thinking.

Passionate about people, system architecture and getting the most from technology to enable colleagues to deliver great customer experiences at scale.

Business-minded digital leader with background in delivering £m+ digital marketing, online strategy and optimisation work streams.

Specialisms include:

• Digital Strategy
• C-Level stakeholder management
• Change and Transformation
• Data, Analytics and visualisation.
• Conversion Optimisation / Continuous Improvement – Test/measure/learn processes
• Digital Marketing – Inc. Group Structuring across PPC, CRM, Email, SEO, Display and Affiliates.
• Business development

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

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Upcoming Webinars

05 Jul 2018

Customer Service Chatbots

Sponsored by Aspect

Thursday 5th July
1pm BST

Using Chatbots to implement services without putting customers on hold

Options for introducing Chatbots into the contact centre ecosystem:

  • Chatbots and messenger self-services are currently much-discussed and highly topical when it comes to improving customer engagement in today’s era where customer experience is the battlefield for gaining and keeping customers.
  • “Digital employees” as innovative self-service component of a comprehensive omni-channel engagement strategy can play an important role within the communications offering, providing automated responses to routine inquiries. However, companies are faced with the challenge of aligning digital self-service concepts with the communications processes in the contact center and the underlying business processes.
  • This webinar outlines the strategy for introducing and designing Chatbots. We will show how customer requests can be resolved during the first contact and how to escalate a Chatbot or messenger query to a live agent without the customer having to repeat themselves.
  • We will discuss which fields of applications benefit from this technology, its opportunities as well as its (current) limitations. As the integration into the overall system is essential for successful Chatbot interactions we will also look into the interplay between self and live services as well as into the necessary integration with other company solutions.

Presenters

Tobias Goebel

Tobias Goebel

Aspect
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Tobias Goebel

Senior Director, Emerging Technologies

Tobias is Senior Director, Emerging Technologies at Aspect. He has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales, product management, and product marketing. As part of Aspect’s product management and marketing team today, he is responsible for business alliances around emerging technologies and works on defining the future of the mobile customer experience, bringing together channels such as mobile apps, messaging, voice, and social. He is a frequent speaker and blogger on topics around customer service and, more recently, the (re-)emerging chatbot, NLP, and AI technologies. Tobias holds a Master’s degree in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

04 Oct 2018

People Power

Sponsored by blue-sky

When you look at organisational strategy today, all we hear about is getting technology to do the work – AI, Big Data, all of those brilliant things that in the future are going to help with channel shift and personalisation. But we need to be wary of leaving behind the people element.

We are always going to require people to deliver customer service. In the new world, every touch point a customer has with an organisation, across whatever channel, is an opportunity to add value and to do good for the customer. It’s having the right people with the right skills and mindsets.

Today it’s about answering problems across a huge range of different channels. Wind forward to tomorrow and we’re coming to terms with the fact that the workforce is evolving (it’s not just millennials) and the human beings we are dealing with are very complex!

Presenters

Sally Earnshaw

Sally Earnshaw

BlueSky
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Sally Earnshaw

Managing Director

With a 20 year track record working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares. She has recently published her first book. Crack the Code: Upgrade your customer experience, one conversation at a time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.

X

Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

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