November 13 - 14, 2024 | Hilton London Syon Park
Agenda Day One - Tuesday 14th November 2023 [GMT]
8:00 am - 8:30 am
Registration & Networking Breakfast
8:30 am - 8:35 am
Customer Contact Week Exchange: Welcome From the Event Director
8:35 am - 8:45 am
Chairperson's Opening Remarks & Welcome
8:45 am - 9:10 am
Presentation: Re-Imagining Customer Care in the Age of AI: Predictions for Supercharging Service in 2024 & Beyond
Louise Walsh -
Chief Customer Officer,
Utilita Energy
- Take AI beyond basic automation to deliver empathetic customer interactions and predictive insights
- Converse with customers and solve inquiries across multiple channels with ease and convenience
- How data and analytics will help organisations to deliver personalised customer experience at scale
9:10 am - 9:35 am
Presentation: Trailblazing Strategies to Sustain Engagement & Wellbeing with In-House & Outsourced Employees
Daryl Wilkes -
Director of Customer Care,
ASOS
- Meet evolving employee needs and tackle the challenges of remote work, burnout and digital fatigue
- Empower your team leaders and foster a culture of open communication and feedback
- Flexible work arrangements, mental health support and tailored progression programmes that have boosted retention at ASOS
9:35 am - 10:05 am
Presentation: The Future of Customer Service in a ChatGPT World
Alan Ranger -
VP Marketing,
Cognigy
- Introducing the AI Agent
- How Generative AI coexists with Conversational AI in Customer Service
- How the AI Agent coexists with the Human Agents
10:30 am - 10:40 am
Networking Break
10:20 am - 10:50 am
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
10:55 am - 11:25 am
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:30 am - 11:50 am
Presentation: Managing Experience for 37 Million Customers: The Journey to Consistent CX Across 18 Markets
Gail Russell -
Managing Director, Global Head of Customer Experience, Wealth and Personal Banking,
HSBC
- Achieve board-level commitment, create the framework and infrastructure for global CX and design experience across a broad product landscape
- Balance employee assisted channels alongside digital self-service
- To standardise or customise? Gain insights into how to address unique needs of various customer segments as well as empowering customer service teams at local and regional levels
Gail Russell
Managing Director, Global Head of Customer Experience, Wealth and Personal BankingHSBC
11:50 am - 12:35 pm
Panel Discussion: Unify Your Customer Journey & Create Connectivity at a Global Scale
Gail Russell -
Managing Director, Global Head of Customer Experience, Wealth and Personal Banking,
HSBC
Claire Carroll - Executive Director – Head of Service Operations, JPMorgan Chase & Co
Sophia Warwick - AVP & Client Executive – Retail Industry, Sutherland, Sutherland
Join this panel of 4 cross-industry customer management executives leading multi-regional customer operations as they discuss best practice for unifying the customer journey across touchpoints, channels and markets. We’ll dive into the considerations around cultural adaptation and localisation, diversity vs standardisation, how to build robust communication channels as well as recommendations for workflow optimisation.
Gail Russell
Managing Director, Global Head of Customer Experience, Wealth and Personal BankingHSBC
12:40 pm - 1:10 pm
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
1:15 pm - 2:15 pm
Networking Lunch
Enjoy a delicious lunch over conversation with your CX peers.
2:20 pm - 2:50 pm
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
2:55 pm - 3:25 pm
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
3:30 pm - 4:00 pm
Presentation: Supercharge Your Customer Engagement - Affinity Water: Our Journey to Enhanced Customer Insight
Jonny Auld -
Customer Engagement Manager,
Affinity Water
- Discover tools and techniques to engage and support your workforce through periods of change whilst maintaining operational excellence
- How an employee listening programme can drive tangible business outcomes and customer loyalty
- Tried and tested results in boosted morale, productivity and collaboration
Roundtable Discussion
4:00 pm - 4:50 pm A: Harness the Full Potential of Your Customer Data Kate Jones - Head of Data Product & Strategy, Coventry Building Society- Better understand your contact centre and customer service reporting and identify any blind spots where you may not be maximising full potential
- The use of real-time data: Do you need it, and how do you use it?
Roundtable Discussion
4:00 pm - 4:50 pm B: The Evolution of the Hybrid Workforce: Empower & Elevate Agents in the AI Era Faith Galiwango - Head of Customer Experience, By Miles- Boost employee engagement throughout changing dynamics in the workplace and enable agents to deliver personalised and customer-centric service
- Shift internal perception that your first customer is your employee
Roundtable Discussion
4:00 pm - 4:50 pm C: How Outsourcing Drives True CX Transformation Beyond Cost-Savings James Bedford - CX Transformation Strategy Director EMEA, Foundever- Adopt a strategic partnership model that will unlock access to expertise, resources, talent and technology
- Enable the expansion of your offerings with the opportunity to gain access to specialised skills and multi-lingual agents
Roundtable Discussion
4:00 pm - 4:50 pm D: Elevate Experience by Closing the Loop on Customer Feedback Jaime Hill - ex Head of eCommerce, Monsoon, Avis & Oak Furnitureland- Demonstrate a commitment to addressing areas of improvement and highlight patterns and trends that can inform broader organisational change
- Tailor responses to specific feedback, showing a personalised approach
4:50 pm - 5:00 pm
Networking Break
5:05 pm - 5:35 pm
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
5:40 pm - 6:10 pm
One-To-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
