November 13 - 14, 2024 | Hilton London Syon Park
Agenda Day Two - Wednesday 15th November 2023 [GMT]
8:30 am - 9:00 am
Registration & Networking Breakfast
9:00 am - 9:00 am
Chairperson's Opening Remarks & Welcome
9:00 am - 9:25 am
Presentation: When Competition is on Every Corner: Lessons Beyond Retail for Staying Connected to Customer Needs
Heidi Reynolds -
Retail Director,
WHSmith
- The importance of heritage, USP and continuous improvement in becoming a destination brand and creating long-term connections with customers
- How investing in company culture and front-line employees can be your differentiator for exceptional CX
- Adopting a growth mindset and embracing technological advancements and AI to enhance efficiency and customer convenience
9:25 am - 9:50 am
Presentation: Beyond the Boundaries of Designing CX: Breaking Traditions & Overcoming Challenges
Nathan Turner -
Director of Player Support,
Fortis Games
- Understand how innovative customer experience strategies are being built across areas such as support, VIP or loyalty teams and building partnerships with stakeholders
- Discuss the intersection of customer trust, safety and responsible practices
- Ensure that employees have purposeful, fulfilling and engaging roles from entry to the organisation
9:50 am - 10:00 am
Networking Break
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
10:05 am - 10:35 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.
10:40 am - 11:10 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.
11:15 am - 11:55 am
Panel Discussion: Elevating Customer Support: How to Provide Exceptional Service to Those Who Need it Most
Sam Challenger -
Director of Collections & Customer Experience,
Billing Finance
Sabina Onwuka - Head of Customer Services, London Borough of Barking & Dagenham
Alan Ranger - VP Marketing, Cognigy
- How to break the stigma and successfully shift the perception of customers who require extra support to seek additional services
- Tried and tested support programmes that will boost retention of customers in difficulty
- Guide customer care employees in managing difficult customer conversations with empathy whilst building trust and respecting privacy
- Support agents in building resilience, managing stress and wellbeing, additional training and financial aid
11:55 am - 12:20 pm
Presentation: Navigating the Intersection of Human & Digital Service to Build a Brand That Stands Out
Abdul Khaled -
Head of Digital | Customer Experience & Digital Products,
E.ON Next
- The importance of agility and speed of execution in bringing innovative service improvements and adaptations to customers
- Develop a human and empathetic brand in a ‘faceless’ industry that is increasingly transactional with the rise of technology
- Avoid losing the essence of customer-centricity and company culture when scaling your operations
12:25 pm - 12:55 pm
One-to-One Business Meetings
1:00 pm - 1:30 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.
1:30 pm - 2:30 pm
Networking Lunch
Enjoy a delicious lunch over conversation with your CX peers.
2:35 pm - 3:05 pm
One-to-One Business Meetings
3:10 pm - 3:45 pm
Roundtable Discussion: Navigating the Integration of Chatbots & Generative AI: A Strategic Approach To Enhancing Customer Service and Operational Efficiency
Abdul Khaled -
Head of Digital | Customer Experience & Digital Products,
E.ON Next
- Reduce inbound contact, streamline processes and reduce cost while maintaining personalised service
- Combine customer data with AI in a privacy-compliant way
- Understand the pitfalls and roadblocks in implementation
