CCO UK Live Series - February Edition 2022
Resetting your CX for the Post Pandemic Sphere
Hosted by Factor
- 500 attendees
- 9900 hours
Overview
The past couple of years have brought disruption to the industry, just as we think we are over the hurdle of Covid a new variant holts us once more. If we can learn anything from these times it is how agile we must be and that empathy is something we need to have with all aspects of CX. Increased business agility, speed of decision-making, digital acceleration, and evolved agent skillsets have allowed organisations to deliver growth and value far beyond the imagination. This month’s edition will discuss the following core topics:
Driving CX Through Trust and Security
Future- proof you experience revolution
Best practice for unifying customer engagement across every touchpoint - messaging, live chat, email or voice
Empowering you and your teams to build stronger bonds, become more efficient in your customer interactions
Increase CX productivity to unprecedented levels
What to expect
- Live Interactions 1:1
- Sessions 6+
- Speakers 5+
- Virtual Attendees 200+
What we will cover
- Utilising Data Driven Innovation to Create an Optimised Customer Experience Map and Analyse Customer Profiles
- Creating Value and ROI with CX The importance of tying CX to time, not just money
- Adapting Customer Experience in a changing world Embracing this new reality and adopting to emerging trends
- How to reassess the future of CX The key issues we are being faced with today
Agenda
- Knowledge Management: The Missing Ingredient in Digital Transformation of Customer Experience(Plenary) Join eGain to learn more about the what, why, and how of knowledge hubs for digital transformation of customer engagement. Digital transformation efforts have failed in many customer service organizations as they focused on installing the pipes (channels) but not what flows through the pipes (knowledge—answers/advice/content). The root-cause? Inside-out knowledge design, high user effort, inconsistent content silos, fragmented context, and lack of insights. The solution? Knowledge hubs that deliver enthusiastic user adoption by leveraging modular architecture, AI, analytics and user-centric design on an open, secure platform.
- Keynote: How to Shift Your Internal Operating Systems as a Leader(Plenary) High performance is an inside job. What is your current default way of thinking? And does it help or hinder what you’re building as a leader? Ram Castillo will share tools, techniques and frameworks to access empowered, value-aligned behaviour shifts. Learning outcomes: Why our results start with our mind How to identify behaviours that aren’t serving us What to do when our thoughts and beliefs need to change
- Preventing Customer Contact Surges by Proactively Leveraging Data & Insights(Plenary) Customer expectations have never been as demanding as they are today, while support teams are struggling to handle spikes in conversation volumes. Proactive customer support approaches allow organizations to regain control by pre-empting and resolving issues before they trigger inbound enquiries. This session will discuss key techniques and ways to manage conversation volumes with proactive support. It will also outline how companies like Spendesk and Rugs.com increased support efficiency by offering their customers support before it was needed. Attend this session to learn how to: Address common pain points created by increasing inbound volumes. Implement proactive support as the first line of defence. Manage inbound volumes with proactive support.
- Keynote: Is a Top Down Approach Really Necessary?(Plenary) Join Paul Harris as we explore key aspects of CX including; analytics, exponential developments, customer expectations, covid, and the great resignations. Attend this session to gain insights into: Why we need a different kind of leadership How to bring CX and EX closer together Why data science is the next war on talent
- How to Manage Cultural Change and Create The CX Required to Drive Business Results(Plenary) Join this fascinating fireside chat with business psychologist, Matt Flury as he interviews Verint solutions expert, Alistair Mearns, and delves into: How indirect, direct and inferred customer feedback can reveal where CCOs should focus their efforts The psychology of change and the best way to harness this, to ensure strategies are successful How to transform an organisation’s customer interactions - from managers, agents and digital journeys
- Keynote: Closing the Gap Between CX and Brand Promise(Plenary) What actually is BRAND and how to we get great CX whilst clearly presenting the brand. In the session we delve into Walking in the Customer's Shoes Mission statement and brand promises The product services
- Panel: Defining Great CX(Plenary) As enterprises put more focus on CX we must expand and reassess the core factors responsibilities CX leaders have and how best organisations as a whole can be on board. Join this panel session to take a deep dive into how as leaders we can: Prioritising our CX Initiatives Choosing the right channels and tools How to get better at evaluating and measuring our customers experience?
Speakers
Alistair Mearns · Solutions Expert, Verint Alistair Mearns works in the EMEA solutions consulting team at Verint Systems. Alistair’s responsible for understanding and helping customers achieve their goals through the use of technology. Currently this focus is through the use of a combination of analytics and automation. The role is wide ranging from working at the discovery and design end of customer engagement to working in user forums and marketing events. Alistair has over fifteen years of experience in the design of software applications, focussing mainly in the contact centre arena and has been with Verint for eight years. Prior to joining Verint, Alistair worked with systems integrators for ten years, specialising in application consulting and solution design.
Stephen Kennedy · Director of Solutions, eGain Corporation Stephen Kennedy heads the EMEA solutions team for eGain. Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits. https://www.linkedin.com/in/paulharris14/Nadia Adelstein · Portfolio Manager, Factor A branding & events expert, with 10+ years experience in exponential marketing, Nadia thrives on bringing stories to life through creativity. Working overseas for 12 years on both agency and brand side, she has a unique approach to business strategy.
Partners
- Intercom Intercom is a complete customer communications platform with bots, apps, product tours, and more—like email, messages, and a help center—so you can build great customer relationships, every step of the way.
- eGain Corporation eGain customer engagement platform automates digital-first, omnichannel experiences for global brands. Powered by knowledge, AI and analytics, our top-rated cloud software enables effortless customer journeys with virtual assistance, customer self-service, and modern agent tools. To learn more, visit www.eGain.com.
- Verint Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results.
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