Customer Service 2017: connectivity in a disrupted world
Welcome from Conference facilitator – Naga Munchetty
Welcome and agenda for the day, enabling delegates to get the most from the conference and exhibition
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. Jo Causon 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.
Customer Satisfaction: how to emulate the market disruptors?
Market disruptors appear to have the benefit of making up the rules as they go along. Their language, their service ethic, style and brand are often seen as resonating strongly with more savvy customers. Is it because new entrants to the market are attuned with their target audience, or are they just free of traditional constraints? How can we all learn fro their approach?
Does Regulated Customer Service Improve Customer Satisfaction or Customer Experience?
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. It also explores what, in our complex and connected world, we can learn from other countries.
The Return on Customer Service Investment – the case proven
In order to differentiate itself in a disrupted world, A-Plant - an award-winning equipment rental company with 130 service centres, 2,400 employees, and 30,000 B2B and B2C customers - made a significant investment in its customer service. This case study is presented by the man responsible for the investment as he shares his insights, mistakes, opportunities and the decisions he took to drive his organisation forward.
Tech Takeover – the balance between artificial intelligence and human interaction
As new tools and strategies are deployed to enable omni-channel connectivity, increasing emphasis is being placed on technology solutions such as artificial intelligence providing customer service. This session explores the robustness and fragility of artificial intelligence and automated service, and the role of human interaction.
What lessons can all organisations learn?
Building Connected Service Through Engaged Employees
This session explores how organisations achieve sustained employee engagement to enhance customer service in our disrupted world. David explains the connectivity between customer experience and human interaction, sharing what the next set of skills and competences are, and what organisations should be concentrating on for a successful and sustained culture.
What Keeps You Awake at Night? – participant driven session
This session is devoted to answering your burning questions that you as delegates have submitted. The big issues affecting you and your organisations today, and your concerns for the future, will be addressed by our expert panel who will offer insight and solutions to your issues and questions.
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.