Keynotes - Free education at your fingertips
The keynote theatre is sponsored by:
Presented by industry experts, these keynotes contained a mix of revolutionary customer management techniques, as well as motivational thinking, addressing the most pressing issues the industry is facing today.
Keynote Programme
Tuesday 11 October
10:45 - 11:30
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Customer Service in 2020
Vanessa Clark
Senior Manager, Customer Performance Improvement
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As anyone who has ever managed a call centre will know, the contact centre has been on a journey of change since their conception. They have had to respond to advances in technology, the growth in our desire to interact remotely and the commercial pressure to cut costs. And whilst their primary role was to provide a service to the customer only now does it feel like the customer is truly driving the change agenda.
Vanessa Clark, Customer Service expert with Ernst & Young, will share her experiences as a leading provider of Customer Service consulting solutions, on how the change agenda for call centres is evolving. Vanessa will talk through where the current trajectories of change could take us and some of the new opportunities and challenges we might face. Given these changes, Vanessa will explore where organisations will need to focus their customer service developments in order to win and keep their customers in future.
Tuesday 11 October
12:45 - 13:30
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Bridging the Gap: Aligning the Contact Centre with Corporate Objectives |
Engaging the workforce and driving excellent client service is critical to delivering corporate goals. Barclays Corporate has introduced a number of initiatives to improve client satisfaction and dramatically reduce complaints. This session examines the corporate culture, the links between coverage teams and service, and how leaders need to invest time communicating corporate goals every day.
Tuesday 11 October
14:45 - 15:30
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Integrating Social Media within a Multi-channel Service Solution
Chief Executive, agency:2
(founding member of the DMA's Social Media Council)   |
As more communication between companies and their customer’s moves onto social networks, dealing with complaints and queries quickly and effectively becomes a necessity.
Sales and marketing are typically equipped to push promotions but don't have the structures in place to deal with those who speak back. Customer service teams provide the best channel for dealing with complaints and questions, but do they have the expertise in manage public brand communication?
How can you manage communication and collaboration between departments to effectively respond to the Social Media challenge?
Click here to download a PDF of the presentation
Wednesday 12 October
10:45 - 11:30
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Clouds, Crowds and Autonomous Customers: Doing Business as Unusual
Customer Experience Futurologist
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Customers are moving faster than the organisations that serve them. In a multichannel world, customers are becoming 'shopper swots', often cutting organisations out of the conversation until the last minute. The role of the contact centre is becoming less about processing calls and more about complex problem solving, providing advice and reassurance as well as being the hub for new channels such as webchat and social media. All this means that the contact centre is morphing into something that has never been before - a networked (and increasingly virtualised) hub of expertise.
Wednesday 12 October
12:45 - 13:30
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Chief Operating and Consulting Officer, Beyond Philosophy
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We are living in historic times. Competition is becoming increasing fierce and Customers are much more demanding. To stay ahead of the competition it is imperative to understand the emerging trends that can help you improve your customer experience. Achieving this requires the ability to understand Customers at both an emotional and psychological level. Following many hours of research, discussions on innovation with industry analysts, and stimulating debates with forward thinking clients, Beyond Philosophy, reveal three major trends in the Customer Experience.
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