Anthony Cass

Customer service and contact centres have traditionally been viewed as cost centres, but leading organisations are redefining their role in driving business growth. In this fireside chat, industry leaders discuss how service conversations can create commercial value while enhancing the customer experience. Explore the strategies, culture, technology, and leadership needed to embed revenue generation into customer service without losing sight of customer outcomes. 

• Discover how customer service interactions can create opportunities for business growth and stronger customer relationships
• Discuss the processes and technologies that enable service teams to identify and act on commercial opportunities
• Learn practical approaches to introducing revenue generation into customer service environments  

• Understand how organisations can evolve contact centres from cost centres into drivers of commercial value
• Equip and support frontline teams to recognise and develop opportunities during service interactions
• Ideas for balancing customer experience, employee engagement, and commercial performance