Making Sense of Complexity – strategies for our disrupted world
Today’s customer expectations exceed many conventional organisational capabilities - the wider world demands greater connectivity. As research has proven, only the organisations that are genuinely service focused will survive. This session discusses how Emotional Intelligence, Behavioural Insights, Big Data, Customer Experience and Technology are all playing their part – shaping markets, skills, investment decisions, and policy making. Creating a tangible return on customer service investment and a blueprint for competitive advantage in our disrupted world.
Connecting with customers in a world with new boundaries
This session explains how knowing every single function of your business - whether established or new - enables you to connect more effectively with customers and employees. It discusses how the effects of Brexit will impact everything from social care to scientific research, and how the ensuing brain drain and any immigration cuts will impact the service sector in real terms.
The Return on Customer Service Investment – the case proven
New Look is one of the UK’s biggest fashion retailers with a largely Millenial customer base, which demands that stores have to be more than just transactional retail environments. Young customers require a social dimension so customer service has become a vital part of the whole experience. In this session Louise explains how New Look’s investment in customer service has resulted in sustainably improved customer satisfaction ratings, a greater level of employee engagement and an increase in social media.
“What has competition ever done for us?” How competition helps customers – and the businesses that serve them’
As regulated customer service hits the headlines with major corporations being fined, warned or named and shamed, are the results improving the lot of the customer. This session looks at the trend of regulation against the data for customer satisfaction rates and overall customer experience gains.
Building Connected Service Through Engaged Employees
This session re-defines the four elements organisations need to implement in order to achieve sustainable employee engagement and how these may be affected by a disruptive economy. This session covers whether we are likely to return to working intensification and a command and control environment, or whether the growing sense of importance of customer service is going to generate more engagement, respect and involvement in the workforce to achieve end-to-end connectivity.
Implementing behavioural science to drive customer experience
This session concentrates on the elements of behavioural science which can be implemented at low- or no-cost and looks at the connected aspects which can be introduced without changes to existing organisational infrastructure. Delegates will hear how they can connect more effectively with customers, making a positive impact on customer experience without capital investment.
Are robotics, smart tech & wearable tech adding to the disruption for customers
Is customer service driving technological change or is technology the driver changing customer behaviour? This session questions the interaction between innovation and customer service to discover if all new developments have the end-user as a priority. With customers increasingly embracing technology, how will it affect customer service and what secures the connection between product development and customer need.
This session will look at key elements of technological breakthrough which will impact customer service in the near future. His insight and compelling enthusiasm will enable delegates to establish the key customer service pinchpoints that need addressing to ensure that they are able to fully connect with customers now and into the future. Dan will share his practical experience of the fast moving tech industry and its effects on customer service.