2021 Programme (2022 coming soon)



Collinson, Freshworks and AWS: How omni-channel service helps Collinson gain a 360-degree view to deliver more meaningful customer experiences

16 Nov 2021
CUX Keynote Theatre

Customer service in the digital age revolves around multiple communication channels, also known as omnichannel customer service. Whether via email, phone, or social media, 86 percent of consumers expect brands to communicate with them across their preferred channels.

This session will showcase how Collinson has activated visibility across channels such as chat, email, and voice through a single, unified platform.

In this session, you will learn:

  • How Collinson has unified siloed channels, shifting form a capex-heavy cost model to a consumption based one, by migrating channels to enable remote working
  • How Collinson, Freshworks and AWS collaborated to migrate some 120 phone lines and the training of call centre agents to Amazon Connect within a matter of weeks
  • Activating automation, at ease. You will hear how Collinson activated workflows to ensure each customer gets the right response in the right language whilst also enabling a dynamic feedback platform that capture customer experience
Chris Barrow, Solutions Architect - Collinson
Simon Johnson, UK&I General Manager - Freshworks
Simon Nisbet, Head of Sales, Amazon Connect - Global Accounts & Financial Services EMEA - Amazon Web Services (AWS)

Sponsored by:

Collinson and Freshworks