Imagine: Your phone rings in the middle of a busy workday, you contemplate answering in case it’s a spam call, then choose to answer and find yourself talking to an agent from the National Lottery on the other end of the line. You’ve won an incredible amount of money and are probably immediately elated, but what happens next? This is what Andrew and his team had to unpack. The consequences of being plunged into sudden wealth can be profound and without the correct support can be a curse on people’s lives rather than the blessing we might imagine it to be from the outside looking in.  

So, Andrew and his team set out on creating the ‘optimal winner experience’ a combination of CX design, omnichannel and customer journey mapping tools in conjunction with workforce engagement strategies to create the best winning journey. Through conducting several interviews and creating a clear mission for Camelot employees to buy in to, the outcomes in core metrics were staggering. Join this session to learn how Andrew drove CSAT scores up to a whopping 97%, employee engagement scores up to 95% and garnered fantastic testimonials from winners.  

Andrew Crozier

ex-Head of Player Services
Camelot

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Scaling customer service and a consistent experience across 800,000 homes is a mammoth task. Russell and his team put their heads together to think of strategies to reduce call waiting times and to help those that can help themselves get speedy service at their fingertips by utilising their app as a self-service tool. The tool was built with data from call centres to measure customers’ FAQ’s so that waiting times for those who need service from a human could be reduced, creating a better CX for all. The next step now is to educate ‘legacy’ customers through transparent communications as to how and why self-service is the way to go when interacting with your energy provider. Join this session to get insights from one of the largest energy providers in the UK into scaling self-service tools across extremely large customer bases whilst maintaining seamless CX for all.

Russell Lane

Head of Customer Experience
Utilita Energy

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As the role of today’s contact center agent evolves and becomes more complex, it’s more important than ever to be confident that your new hire onboarding is truly effective. Adding to that complexity is the reality of a hybrid workforce, making effective training more challenging. How can AI help?

Join former training leader, Casey Denby, to learn key findings on CX Preferences derived from today’s consumers and what experience they truly expect when contacting your brand for support. Then dive into how you can drive higher speed to proficiency with new hires and improve the top metric for delivering the experience your customers expect and deserve. Dive into AI Simulation Training and see for yourself how you can develop a dispersed team of confident agents who are prepared to tackle the most complex call types before they ever talk to your customers.

In this session you will:

• Learn key insights on CX Preferences directly from your consumers and fellow contact center leadership about:

o  Human interactions are preferred over chatbots and automation

o  Resolutions occur at a higher rate with human agents

o  More key findings on CX Preferences impacting your business

• Experience the most effective methods to onboard new hires in a globally dispersed workforce, including:

o  How to best scale onboarding consistency & accountability

o  AI Simulation Training that drives key outcomes regardless of complexity

o  How to start shaping the future of your agent onboarding program

Casey Denby

Vice President Sales
Zenerate

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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.

• Drive business value through customer insights, journey optimisation and analytics use cases  
• Leverage these insights to create action plans to improve the customer experience 
• Learn how to formalise internal conversations around customer insights across the organisation to break-down siloes and drive ownership of experiences  

Sponsored by: Language I/O

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Joe Romata

Global Head of Customer Experience
Shell

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Look Fabulous Forever was a business built in direct response to ageism in the beauty industry. Their founder experienced first-hand how scarce make-up designed purely for mature skin was on the market and worked to resolve this issue building her business at 65 years old. Look Fabulous Forever are in a unique position given their founder can empathise personally with the issues faced by their customers, but the principals they apply to building trust with their customers to drive loyalty, retention and engagement can be applied to all customer-facing businesses.

In this session, Janis will be walking us through Look Fabulous Forever’s 4 pillars of loyalty that lie in the centre of their customer service strategy. As a result, Janis and her team have seen outstanding results with 80% of revenue coming from existing customers, and customers crossing the 2nd purchase threshold going on to make 7 subsequent purchases on average. This session is a must attend for those looking to define an end-to-end retention strategy. 

Janis Thomas

Managing Director
Look Fabulous Forever

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• Ensuring major business changes and other disruption does not affect the customer’s experience
• Adapting customer support as their circumstances change
• Breaking down siloes to respond effectively to change 

Camilla McCorkell

Residential Operations Director
EDF

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Enjoy a delicious lunch over conversation with your CX peers.

• Gather with your peers to draw up a strategy roadmap specific to your goals and challenges 
• Challenge and be challenged by your peers who may have experiences in areas you look to improve  
• Share ideas on important frameworks, strategies, tools and technologies to collaborate on building a plan together 
• Discuss how we can realistically begin implementing what we’ve learnt when returning to the office