With five core ingredients: culture, strategy, colleague, operation and customer, add a touch of engagement, innovation, impact and commercialism, and you have a recipe for contact centre operational excellence. CCMA’s Membership and Learning Director, Kate Law, will share:
BIO
As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.
Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.
A leading global provider of professional education for over 45 years. Educating over 58,000 learners each year and working with 7,000 businesses across industry.
How deploying video helped BPP enhance audience reach, deflect calls and boost self-service
Liz Ross – BIO
Born in Zimbabwe, Liz relocated to Scotland when she was a small child. Liz studied English and History of Art before doing a postgrad in Journalism. Inprevious incarnations, she’s been a jeweller, a newspaper journalist and a voice over artist before joining PremierCX. Throughout her career, Liz has been driven to provide the best possible customer experience. And it’s this ethos and skill set that she brings to Premier CX working with some very high-profile clients.
Nina Kay – BIO
Nina has been at BPP for over 16 years and the majority of her time was spent managing multiple support teams within the Contact Centre. Most recently shehas transitioned into CX which over the last 2 years has been a new concept for BPP, where she now leads on group wide projects ensuring that our studentsreceive the best experience possible.
Patrick Stephenson – BIO
Patrick is a Student Communications Manager working within the Customer Experience team at BPP. He manages the effectiveness of communications andensures messaging helps to achieve business objectives.
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.
Balroop Bhogal – BIO
With fifteen years of extensive experience in the tech industry, I have navigated diverse roles, ranging from technical support and software implementation to my current position in the pre-sales domain. As a solutions engineer, I excel in crafting tailored customer engagement solutions. My expertise lies in conducting technical demonstrations to showcase software capabilities and employing a consultative approach to assist existing clients in evolving and expanding their solutions. I take pride in delivering innovative and personalized solutions that drive success in the rapidly evolving CX landscape.
As a speaker, I look forward to sharing insights, experiences, and strategies that reflect the evolving landscape of technology in the realm of customer experience.
Max Templeman – BIO
As a Senior Account Executive at Freshworks, I specialize in transforming IT service desk operations and driving exceptional ROI. With over 10 years of SaaS experience, including 5 years in ITSM, I offer a unique perspective as the main point of contact throughout the sales process. My goal is to empower clients with innovative solutions that deliver results in today’s dynamic business landscape.
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.
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.
Balroop Bhogal – BIO
With fifteen years of extensive experience in the tech industry, I have navigated diverse roles, ranging from technical support and software implementation to my current position in the pre-sales domain. As a solutions engineer, I excel in crafting tailored customer engagement solutions. My expertise lies in conducting technical demonstrations to showcase software capabilities and employing a consultative approach to assist existing clients in evolving and expanding their solutions. I take pride in delivering innovative and personalized solutions that drive success in the rapidly evolving CX landscape.
As a speaker, I look forward to sharing insights, experiences, and strategies that reflect the evolving landscape of technology in the realm of customer experience.
William Lynch – BIO
With more than seven years of experience in CX, William has been helping customers unlock value from CX solutions throughout his career in Oracle’s CX team, Zendesk and now Freshworks. He is passionate about helping customers meet and exceed their CX objectives in a time of digital disruption and skyrocketing customer expectations.
During his CX career, he has helped many companies to easily and effectively interact with their customers at every stage of increasingly non-linear customer journeys, to gain and retain customers and to realise companies CX objectives William can be your expert guide on empowering you with a full 360-degree view of your customer, giving you personalisation at scale.
He can advise you on how to leverage Freshwork’s effective, intuitive and innovative CX technology. Freshworks CSS will give you peace of mind, knowing that you have a proven, comprehensive and cutting-edge CX solution to out-innovate your competitors, reduce costs and increase CSAT scores, ultimately driving more revenue.
