THE #1 UK EVENT FOR PROGRESSIVE CONTACT
CENTRE, CX, AND DIGITAL SERVICE LEADERS
13-15 May, 2024 | Novotel London West
Workshops, Site Visit & Welcome Party: Monday 13th May 2024
8:30 am - 9:30 am
WORKSHOP REGISTRATION & NETWORKING BREAKFAST
9:30 am - 10:45 am
WORKSHOP A: MANAGING CHANGE IN A RAPIDLY SCALING BUSINESS: HOW TO CONSOLIDATE YOUR CUSTOMER OPERATIONS WITHOUT COMPRIMISING CX
Zoe Spurgeon -
Vice President Operations,
SmartestEnergy
- Unpack how seemingly small decisions can have major consequences on customer and employee satisfaction and loyalty
- Learn how SmartestEnergy brought their ESAT scores from –6 to +45 whilst they grew
- Hear best practice in how to manage resistance to change
- Discuss the future and consider how to continue growing with a strong culture as the business goes through a significant transformation
10:45 am - 11:00 am
REFRESHMENTS & NETWORKING
11:00 am - 12:15 pm
WORKSHOP B: BUILDING A JOURNEY-LED CX PROGRAMME
Leonie Brown -
Principal XM Scientist,
Qualtrics
Jonny Auld - Customer Engagement Manager, Affinity Water
Transform the customer service experience with our journey-led approach. From building the right skills, to adopting the latest technologies, you’ll learn how to put the customer journey at the heart of your contact center - and show the business impact to execs and senior stakeholders.
12:15 pm - 1:15 pm
NETWORKING LUNCH
1:15 pm - 2:30 pm
WORKSHOP C: HOW TO BUILD A MULTILINGUAL DELIVERY STRATEGY IN 60 MINUTES LEVERAGING THE POWER OF REAL-TIME TRANSLATION AI TECHNOLOGY
Marie-Louise Gaughan -
Head of Customer & Digital Experience EMEA,
Alorica
Graham Brown - Senior Vice President Growth EMEA, Alorica
Do you struggle with multilingual delivery in EMEA? Are you facing problems to recruit “niche” languages that are currently underserved? Do you struggle in retaining multilingual talent in your organisation? Do you feel the need to up your game in terms of delivering consistent CX across different geos? Are your requirements getting bigger and your budget getting shorter? Do you feel the calling of Gen AI but you don’t see how you can deploy it in your businesses?
Look no further.
In this session, Alorica is going to address all these questions and propose cost-efficiency, AI-driven solutions, that will help to future proof your business for multimarket and multilingual customer operations. This open and transparent exercise will help you to understand what you can do immediately to solve for the particularities of operating in the multilingual space across regions.
2:30 pm - 3:00 pm
REFRESHMENTS & NETWORKING
2:45 pm - 5:00 pm
PRIVATE TOUR & WELCOME PRESENTATION AT DORCHESTER COLLECTION ACADEMY & CONTACT CENTRE
Caitlin Neary -
Director, Global Contact Centre,
Dorchester Collection
Hosted by CCW Europe Advisory Board member, Caitlin Neary, Dorchester Collection’s Director Global Contact Centre. Shortlisted for the Learning & Development Provider of the Year Award by the British Training Awards, Dorchester Collection Academy is a first of its kind, offering bespoke learning programmes focused on leadership and customer service.
6:00 pm - 9:00 pm
WELCOME PARTY AT THE GRILL BY TOM BOOTON, THE DORCHESTER
Located within The Dorchester’s opulent five-star hotel, The Grill is a space for people to experience the best of British food and drink, with a fresh new take. Join us for a stunning evening of fine wines, a selection of premium cocktails, beer and soft drinks alongside a bespoke canapé and small bites menu crafted by Tom Booton.
