Customer Contact Week Europe, scheduled for October, has extended me an exciting invitation to speak. Joining a lineup of esteemed speakers from prestigious companies, I'm honoured to share my insights from working at Alorica EMEA, where I assist clients in developing customer experience strategies and guiding their digital metamorphosis.

Digital change is the lifeblood of contemporary customer service. It redirects the focus from the cost of customer service to recognizing myriad opportunities embedded in every interaction. Regular customer engagement can catalyse service-to-sales conversions, build trust and loyalty, and evolve customers into ardent fans.

The CCW conference agenda is packed with intriguing themes like disruption, innovation, and optimising both the customer and employee experience. I eagerly anticipate the exploration of major topics such as:

Some of the big themes I’m really looking forward seeing explored at CCW include:

•               Unified and Seamless CX: Crafting an effortless customer journey, merging digital and human service, eliminating siloes, and driving proactive, personalised experiences.

•               CX Automation, AI and Digitalisation: Establishing a potent tech stack with tangible ROI across machine learning, AI, chatbots, automation, and more.

•               Operational Agility: Tips on maintaining excellent CX and competitiveness amidst supply chain disruption, inflation, and energy crises.

•               Customer insight and Analytics: Merging big data with human insight, employing analytics, Customer Data Platforms, and other tools to improve efficiencies and experiences.

I can't wait to attend the event to exchange ideas with and learn from some of the world's leading brands. See you in October! Explore the complete CCW agenda and speakers here. If you'll be attending, do connect with us.

I'd love to hear your thoughts on CCW and the evolving customer experience landscape. Leave a comment or reach out to me directly via my LinkedIn.

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