The CCMA’s Membership and Learning Director Kate Law will outline the key factors that represent customer and operational excellence, based on the most recent CCMA Benchmark data. This includes the pe ...

As customer expectations evolve, the future of CX lies in how well we strike the balance between human empathy and technological intelligence. This session explores how data, conversational AI, and kn ...

In the age of customer delight, many brands chase viral “wow” moments - grand gestures, surprise upgrades, over-the-top personalisation. But are those really what earn long-term loyalty? In this provo ...

AI is no longer a futuristic concept; it is now deeply embedded in our everyday interactions, from the chatbots that assist us online and the recommendation engines that personalise our shopping exper ...

Learn how to unlock the full potential of every conversation, using AI to get valuable insights to improve call handling, reduce average handling time, and boost team performance – giving your custome ...

As a business, we are at the start of an exciting journey—exploring how AI can transform not only our customer journeys but also the way our agents work and develop. In this session, I’ll share how we ...

This session explores how teams are leveraging AI to streamline routine tasks and automate processes across the customer experience journey. By intelligently handling repetitive inquiries and data man ...

We'll be looking at how you can ensure your customer experience journey is truly accessible for everyone, including people with disabilities, and how best you can best support people through your CX j ...

We're bringing together CX leaders to tackle the vital question: how can we ensure everyone, especially vulnerable customers, has equal and effortless access to our offerings? We'll explore practical ...

How do you build a cohesive, high-performing customer service team when your agents are geographically dispersed? This session dives into loveholidays' approach to remote team engagement and its direc ...

Hear from The Guinness Partnership as they discuss their Innovation & Transformation winning case study. Take inspiration from an organisation that understands its complex customer journeys to develop ...