The #1 European event series for progressive
contact centre, CX and digital service leaders
06 - 08 October, 2025
| The Passenger Terminal & Mövenpick Hotel Amsterdam City Centre
Jonathan George
Customer Operations and Loyalty Director Holland & Barrett
Conference Day One - Tuesday, 8th October 2024 [CET]
11:00 PANEL DISCUSSION: GO BEYOND CUSTOMER VULNERABILITY REQUIREMENTS TO PROVIDE TRULY INCLUSIVE, ALL-ENCOMPASING SUPPORT
- Explore AI solutions that can analyse spoken language cues in calls to detect customer vulnerability
- Enhance agent training and support to detect and serve vulnerable customers while removing stigma
- Learn from innovative approaches within the field to continually improve vulnerability management practices
12:15 PRESENTATION: DISCOVER NOVEL WAYS TO INTERACT & ENGAGE WITH CUSTOMERS BY BLENDING INNOVATIVE DIGITAL SOLUTIONS WITH HUMAN EXPERTISE
- Understand how to build an engagement centre on the foundations of wellbeing, knowledge and expertise, and the monumental impact on customer satisfaction
- Learn how Holland & Barrett are automating low value tasks with 36% of interactions now being resolved through automation, freeing up highly skilled staff for high value interactions
- Discover how to blend the contact centre with the retail environment to provide customers with easily accessible support and expertise
Check out the incredible speaker line-up to see who will be joining Jonathan.
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