The #1 European Event Series for Progressive Contact Centre, CX, and Digital Service Leaders
06 - 08 October, 2025
| Amsterdam, Netherlands
Dr Tania Caporaso
Director Customer Care BT and EE Broadband
Conference Day Two - Wednesday, 9th October 2024 [CET]
9:05 PANEL DISCUSSION: LESSONS LEARNED FROM CUSTOMER LEADERS NAVIGATING THE GOOD, THE BAD & THE UGLY OF LARGE-SCALE BUSINESS TRANSFORMATION
- Lead a cultural shift, achieve buy-in and efficiently manage finite resources to accelerate the pace of transformation
- Ensure that your employee and customer experience remains a priority during large-scale transformation
- Prepare strategies to effectively communicate and manage customer expectations during the transition and continue seamless service during periods of change
12:25 PRESENTATION: REPRESENTATION: THE MISSING PUZZLE PIECE FOR SYMPATHETIC CUSTOMER CARE BECOMING TRULY EMPATHETIC
- Understand the benefits to the customer and organisational bottom line in matching your talent to empathise with diverse customer needs
- Hear a new perspective on tailoring your recruitment, training and engagement strategies to represent a varied employee demographic
- Hear strategies around diverse and inclusive leadership, community engagement, and flexible working
Check out the incredible speaker line-up to see who will be joining Tania.
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