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Beyond digital CX myths : what do customers really expect from contact centres?
11 Nov 2020 Arnaud Cave, KIAMOLast year came with all the new promises of the digital transformation. Companies tried to keep up with their customer relationship by always proposing new media to communicate. But if we take a close ... -
Breaking new ground: Adapt your CX Strategy in our upside-down world
11 Nov 2020 Charmaine Vallance-Poole & Prelini Udayan-Chiechi, Holland & BarrettJoin us as we unveil the key findings from our recently launched ESG Research after surveying 1,000 CX leaders around the globe, to build a framework around CX maturity and CX success. We'll discuss t ... -
Breaking the Mould in Communication: How Echo drives conversations for the future
10 Nov 2020 Charlotte Passemard, Kate O'Hanlon & Mike Goss, AircallEcho is an online pharmacy that is simplifying the way patients manage repeat prescriptions. The company was looking to improve its customer response times and decided to change way it handled its cus ... -
Can Voice Save the Contact Center?
10 Nov 2020 Alex Fleming, SpeechmaticsIs the contact center dying and in need of revitalising treatment to the business model? The contact center as we know it, is far from needing to be saved. But it is sitting in a critical spot with hu ... -
"Which Cloud?" is not the question
10 Nov 2020 Mat CornishCloud adoption is accelerating so why is this the wrong question to ask? Cloud is an oft-misused term. Common challenges are the lack of an employee and customer engagement roadmaps and inadequate tho ... -
A Machine First approach to transform customer experience
10 Nov 2020 Kumar NarayananThis session aims to cover new emerging trends in how customers interact with enterprises. People, Process and Systems are all important elements of transforming any business process and more so when ... -
A Practical Guide to Building an Agile CX and AI Strategy
10 Nov 2020 Nick BeardsleyCustomer buying habits have changed almost overnight, and so has the way your customers are willing to engage with your business. This session suited to CX and IT leaders will showcase a practical gui ... -
A trip from commodity improvement to emotionally engaged experiences
10 Nov 2020 David RuizMobility is perceived as a commodity in a daily basis, essentially forgettable, whereas it could also be highly emotional. Who has never been late because of a transport incident? or moved by the arri ... -
Adopting a customer obsessed mindset on the frontline
10 Nov 2020 Adam TaylorMany companies aim to foster a 'Customer Obsessed' mindset but struggle to achieve a consistent standard from their frontline support staff across all channels. VeriCall Managing Director, Adam Taylor ... -
Beyond Bots: Bringing Natural Language to Chat / Messaging Channels to Scale Self-Service
11 Nov 2020 Cliff HaasCustomers are demanding a new type of experience that includes digital channels over traditional. Online chat, messaging and text are the preference for millennials and Gen Z. In fact, almost half of ... -
Beyond digital CX myths : what do customers really expect from contact centres?
11 Nov 2020 Arnaud Cave, KIAMOLast year came with all the new promises of the digital transformation. Companies tried to keep up with their customer relationship by always proposing new media to communicate. But if we take a close ... -
Breaking new ground: Adapt your CX Strategy in our upside-down world
11 Nov 2020 Charmaine Vallance-Poole & Prelini Udayan-Chiechi, Holland & BarrettJoin us as we unveil the key findings from our recently launched ESG Research after surveying 1,000 CX leaders around the globe, to build a framework around CX maturity and CX success. We'll discuss t ... -
Breaking the Mould in Communication: How Echo drives conversations for the future
10 Nov 2020 Charlotte Passemard, Kate O'Hanlon & Mike Goss, AircallEcho is an online pharmacy that is simplifying the way patients manage repeat prescriptions. The company was looking to improve its customer response times and decided to change way it handled its cus ... -
Can Voice Save the Contact Center?
10 Nov 2020 Alex Fleming, SpeechmaticsIs the contact center dying and in need of revitalising treatment to the business model? The contact center as we know it, is far from needing to be saved. But it is sitting in a critical spot with hu ... -
"Which Cloud?" is not the question
10 Nov 2020 Mat CornishCloud adoption is accelerating so why is this the wrong question to ask? Cloud is an oft-misused term. Common challenges are the lack of an employee and customer engagement roadmaps and inadequate tho ... -
A Machine First approach to transform customer experience
10 Nov 2020 Kumar NarayananThis session aims to cover new emerging trends in how customers interact with enterprises. People, Process and Systems are all important elements of transforming any business process and more so when ... -
A Practical Guide to Building an Agile CX and AI Strategy
10 Nov 2020 Nick BeardsleyCustomer buying habits have changed almost overnight, and so has the way your customers are willing to engage with your business. This session suited to CX and IT leaders will showcase a practical gui ... -
A trip from commodity improvement to emotionally engaged experiences
10 Nov 2020 David RuizMobility is perceived as a commodity in a daily basis, essentially forgettable, whereas it could also be highly emotional. Who has never been late because of a transport incident? or moved by the arri ...