From opening their doors in 2019 with only 35 colleagues and their culture statements in hand, Ocado’s Customer Hub was very much in its infancy when being awarded Contact Centre of the Year. So, how did they achieve this when up against contact centres that had been operating for decades? The short answer: their people. Despite having grown their FTE count at a colossal rate, their culture statement “always be curious, bring your best self and challenge what’s possible” remained front of mind for all. With an average NPS score of 47, CSAT score of 79% and FCR at 87%, it’s clear what prioritising employee happiness can do for customers. By encouraging meaningful career paths, surveying employees regularly and adapting the interview process to allow candidates to immerse themselves into their future role, Ocado’s ESAT score is at a steady and respectable 8.5. In this session, Paul will unveil insights on how Ocado built a strong culture that earned them such prestigious recognition in record time.

Paul Greenwood

Customer Service Director
Ocado Retail

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You might not be surprised to hear that chatbots get a bad reputation in the press. The moment you know you’re talking to a chatbot about a highly emotional issue, you begin spamming “TALK TO A HUMAN” on your keyboard. 70% of loveholidays’ customers do not share that same frustrating experience. As Britain’s 3rd largest travel agent who have scaled their operations 3 times in 3 years, now with around 3 million customers, it was critical that new technology introduced was a help rather than a hindrance to the customer journey. In this session, we will hear insights from Eugene Neale as to how being a technology business is loveholidays’ primary focus, and selling services is secondary to that. With their contact centre being led by the CIO, the loveholidays customer service team is intrinsically connected to the IT function, resulting in as smooth a customer journey as possible when implementing new tech.

Eugene Neale

Director of Business IT and CX Engineering
loveholidays

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•  Hear case studies of organisations successfully implementing generative and 

conversational AI today 

• Understand how these tools can support agents in real-time to allow them to serve 

customers with the most pressing issues 

• Increase customer satisfaction by curating seamlessly automated experiences ultimately diverting traffic away from the call centre 

Alan Ranger

Vice President Marketing
Cognigy

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

With 56% of adults being identified as vulnerable under new Consumer Duty monitoring, it has never been more urgent for customer facing organisations to prepare their CX teams to deal with challenges. The consequence of vulnerability mismanagement results in front line agents bearing the weight of navigating already tough conversations with even tougher parameters in place. In this session, we hear how Riffat created a centre of excellence for the vulnerable customer within Standard Life. As a result of her work in implementing immersive tools and augmented reality to train the front line, CSAT and PSAT scores are higher for vulnerable customers compared to scores for non-vulnerable customers, and agent empowerment has sky rocketed.

Simon Poots

Head of Innovation Lab
Standard Life

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Riffat Tufail

Head of Customer Vulnerability
Standard Life

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• Compare your CX priorities and challenges with over 200 customer service departments. Remove painful points in your customer’s journeys and serve customers with empathy
• Benchmark technology adoption, operations and KPIs to help you plan ahead
• Exclusive Guide Access: Get in-depth insights & solutions for navigating top customer service challenges of 2024

Sponsored by: Foundever

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Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

• How to find the ‘Golden thread’ of customer feedback to inform business decisions and improve the customer journey
• Remove painful points in your customer’s journeys and serve customers with empathy
• Cater to segmented customer groups to drive revenue and retention
• Learn how scale customer journeys alongside business growth

Duncan McCombie

Chair of Customer Engagement Group
National Grid Electricity Distribution

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Rachel Angell

Chief Operating Officer
Domus Stay

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Samyutha Balasubramaniam

Head of Customer Experience Design
Great British Railways Transition Team

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Tracy Barr

Head of Customer Experience
Northern Railway

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You're on a mission to wow your customers and your team. But as your business grows, complexity follows. More systems, data, customer segments, and complex products. Increased compliance and evolving processes. 

With this complexity, intentional process, and regulation, how can you enable AI, let alone your team, to get it done?

Join Marc Chabot, CRO at Zingtree, at the CCW UK Exchange to explore how AI-driven enterprise action automation can enhance agent performance and customer self-service.

Sponsored by: Zingtree

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Marc Chabot

Chief Revenue Officer
Zingtree

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Join these highly collaborative 40-minute group discussions with your peers. You will have the choice to attend one of three sessions taking place across multiple tracks. Share your CX insights, troubles, advice and everything in-between!

Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.

Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.