Stephen Yap, Research Director – CCMA
“CCMA’s Research Director will present the very latest research exploring and tracking customer behaviours and attitudes”
Daniel Lewis, Entrepreneur, Customer Experience Expert
“The elevated experience: how to rocket launch your customer experience & your team at the same time!”
How to take the Customer’s Experience to a WHOLE NEW LEVEL! In this presentation, I introduce a 5 step framework (E-I-E-I-O) Empowerment – Inspiration – Enablement – Intelligence – OMG!(the wow factor) E-I-E-I-O is a framework that will teach us how to impact and improve the customer’s experience by elevating our culture and improving the atmosphere for our people first.
Sally Greenaway, Director of Customer Experience – PremierCX, Guest: Chris Nicholson, Contact Transformation Manager – Riverside Housing
Fireside Chat
“Case Study – The impact of effective conversation design and the value of clear, concise messaging – how Riverside Housing reduced abandonment rates, wait times and improved their SLA”
A Fireside chat with Chris Nicholson at Riverside – a major provider of affordable housing, managing over 75,000 homes across England and Scotland.
Balroop Bhogal, Senior Solutions Engineer – Freshworks & William Lynch, Lead AE – Freshworks
“The true potential of AI in customer service – beyond just chatbots?”
Join Freshworks to look at how the disruption and the power of Generative AI will challenge and innovate customer service. Gen-AI offers customer support leaders the opportunity to sur-pass chatbot limitations.
