Agenda Day Two

In 2019, Paul walked into his new role and was shocked to observe the behaviours instilled into the team he inherited. It was clear that a culture of trust was lacking which Paul urgently needed to rectify. As well as this, Paul identified that all agents had one sole responsibility each, and there was a gap to be filled in order to unlock multi-skilled staff that could work across siloes to build a more cohesive culture.  

In this session, you will hear Paul’s story on how he successfully took his people with him on a large transformational journey, and how he got it right for his employees so they could get it right for their customers. Paul’s efforts resulted in an 8.1 internal engagement score, a respectable 4.5 Trustpilot score and 95% satisfaction on customer surveys. If you would like to see those metrics replicated in your organisation, don’t miss this session!  

Paul Cuglietta

Head of Contact and Claims
Simplyhealth & Denplan

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Stars are born in dark places, and the same can be said for the transformation journey Keith and his team embarked on during an industry melt-down where they found there was a tremendous lack of focus on the customer. In an effort to push the needle and reimagine the way train operating companies treated their customers, Keith developed a long-term plan with a priority to put the customer at the heart of their business.  

In this session, Keith will uncover the practical ways in which his team built customer profiles from their 90 million passenger journeys to help their 7,000 colleagues better understand them, and to develop a tailored service through automation and multiple contact channels. As a result, Northern Rail saw a reduction in transactional calls to the call centre, have won awards for their service offering and are looking to pioneer the future of technology such as VR as part of their customer service department.

Keith White

Head of Digital
Northern

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The current landscape has set the precedent that customer-facing organisations ought to be going full speed ahead with utilising technology to serve their customers. In sensitive industries however, it is imperative that the level of service across both human and digital channels are on par in order to handle customers most sensitive needs. No technology can match the calming and empathetic presence of a human, and this fact was not missed on Clive and his team.  

Creating magical moments for customers was no easy task, with rigorous coaching and training, changes to recruitment, modernising tools and continual pivoting required along the way, Clive and his team over the last 6 years have transformed CSAT scores positively. In this session, Clive will share the challenges faced and successes realised along the way in creating an omni-environment to best serve their vast customer demographic across multiple regions. If you’d like to learn the best practices that resulted in hockey stick growth in NPS scores that are stable and consistent for Experian, don’t miss this session!

Clive Martison

Head of Customer Experience - UK, India & SA
Experian

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners. 

Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 7 pre-registered attendees.  

Lee Shelsher

Head of Customer Solutions
Enfield Council

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 7 pre-registered attendees.  

Shannon Hamer

Head of Customer Success
The Economist

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In today's fast-paced customer care environment, efficiency and accuracy are everything. However, when critical data is scattered across multiple repositories and SaaS tools, delivering fast and accurate answers becomes a challenge.

In this session, we will share the latest breakthroughs in AI technology that are embedded in Unleash, enabling customer care teams to get instant, accurate answers to their knowledge gaps, including:

·Leveraging an AI chatbot to provide instant, precise answers tailored to your customers' needs.

·Seamlessly connecting and consolidating data from over 70 sources, including IM, chats, emails, and more.

·Accessing accurate, real-time information within seconds.

Identifying and resolving inconsistencies across your knowledge bases to ensure your customers receive the most reliable information.

Tomer Egozi

Vice President of Enterprise Sales
Unleash.so

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In world where customer experience plays a key role in purchasing decisions and getting it wrong can have viral consequences, how do you organise your business to deliver outstanding service?

• Understand the key trends that are driving customer experience, and what they mean to an organisation’s approach.
• Explore the standards that are available to design and deliver outstanding customer service, and ensure vulnerable consumer provision.
• Is there value in demonstrating commitment to excellent customers service through third party certification of best practice?

Robert Hine

Head of Commercial Partnerships
BSI

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AI is often praised for its efficiency gains, but we believe its real power lies in driving transformative changes across customer experience.

Join us for an engaging session as we share our insights on how AI can deliver significant ROI by elevating service quality and customer engagement, going far beyond automation.

What you will learn:

• The Real ROI of AI: Gain a fresh perspective on how AI can not only enhance efficiency but also solve complex challenges, transforming both product and customer service quality to unlock new levels of customer loyalty.
• Real World Use Cases: Hear how a FTSE 100 company resolved a critical product flaw with timely insights from Sentisum, and how one of the UK's most customer-centric retailers is using AI to listen to millions of voice calls, transforming their approach to service quality.

This session is ideal for CX leaders eager to explore the transformative potential of AI, with practical takeaways backed by real-world success stories.

Sponsored by: SentiSum

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Sharad Khandelwal

Founder & CEO
Sentisum

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Vivek Ganotra

Co-Founder
Sentisum

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Liz Millington

Head of Digital Transformation
Ascensos

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Joe Quinlivan

Head of Customer Care
Gousto

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Why is it so hard to retain great talent and why is your top talent your biggest risk for churn? How can you prevent this? Might it have something to do with effective AI application from a new hire’s first day?

Join training and customer experience experts as we look to see what so many contact centres miss in their approach to agent development and discover actionable recommendations for reversing this trend. 

We will look at:

·       Developing best in class contact centre training programs

·       Leverage AI to improving agent hiring & onboarding

·       Building an outstanding experience with tenured agents

·       Actionable methods for improving agent retention via AI in Action

Sponsored by: Zenarate

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Casey Denby

Vice President, Strategic Accounts & Partnerships
Zenarate

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 7 pre-registered attendees.

Maria Ludlow

Head of Customer Experience
FireAngel

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 7 pre-registered attendees.   

Ben O'Donnell

Head of Customer Service
Crocus.co.uk & Primrose

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