9:30am–9:55amMonday
Building A Better Picture: Gathering & Utilising Customer Data to Enhance CX
As customer service and experience takes increasingly wider strides into the digital landscape, the importance of building up a data-backed profile of your customer rapidly increases. In order to provide a truly personal, frictionless CX, organisations must understand customer demands, needs, habits & history.
9:30am–9:55amMonday
Augmenting Agent Capabilities & Efficiency With AI
Improving agent capabilities is essential to the success of your organisation. With the help of innovative technologies & automation, agents can be augmented to provide exceptional CX in every interaction, while automation removes some of the common pain points that agents experience day-to-day.
9:30am–9:55amMonday
Technological Resolution: Overcoming 2021’s Biggest Challenges
In this keynote session, we take a deep dive into the ever-increasing role that technology plays in service & experience. Join this session to explore:
9:30am–9:55amMonday
Asynchronous Messaging & Self-Service: The Importance of Flexibility
Emerging channels such as messaging, and self-service have seen their stocks rise rapidly off the back of the events of 2020. Customers behaviour and demands have changed and the appetite for convenient, effortless experiences has escalated.
9:30am–9:55amMonday
Maintaining Customer-Centric Culture While Working Remotely
Undoubtedly the biggest upheaval to hit the service & care industry in recent years has been the forced shift into remote working. Creating a culture of customer centricity is critical in providing great CX, but how can you maintain this while your workforce is remote?
9:30am–9:55amMonday
Using Agents Proactively: Evolving Service Teams Beyond Care
As service & experience becomes a key differentiator, service teams are no longer just the face of the business, they are a key driver. Therefore, recruiting and nurturing agile teams that are malleable is crucial to driving revenue & retention.
9:30am–9:55amMonday
World-Class CX Begins from Within: Enhancing the Employee Experience
As the working world adjusts & refines the role of a remote workforce, huge emphasis has been placed on the employee experience. Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this?
9:30am–9:55amMonday
Keeping up with Digital Demands
Despite being on the forefront of leaders’ minds for a number of years now, consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure your organisation is meeting these demands and provide frictionless digital experiences.
9:30am–9:55amMonday
Traditional vs Emerging Channels: Building an Effective Omnichannel Strategy
Despite increased demand for digital & emerging channels, do not leave traditional channels neglected. They are still crucial in providing human solution to complex issues, and are as pivotal as ever in your core service offering. Discover how to build an effective omnichannel strategy in 2021 & beyond.
9:30am–9:55amMonday
Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape
‘History clearly shows the value of investing in customer experience during a downturn. In the last economic recession, companies that prioritized customer experience realized three times the shareholder returns compared to the companies that did not.’ McKinsey, 2020.
9:30am–9:55amMonday
Establishing a Connection: Utilising Personalization to Provide Optimal CX
As consumers’ loyalty is dwindling, it is imperative that your service & care teams play a crucial role in retention. Arming your agents with the tools they need to be able to offer personalized resolution will help you cut through the noise and provide top-class CX.
9:30am–9:55amMonday
What’s Next for CX? 2021 & Beyond
2020 saw a seismic shift in how brands connect with & serve their customers, what those customers expect and demand from an experience. As we move through 2021, it’s crucial to reflect on the lessons learned in the wake of the pandemic – What changes are here to stay, how can we refine them, and how do we prepare for the next big challenge?
9:30am–9:55amMonday
The Growing Importance of the CCO: Leadership in 2021
In this keynote session, Nationwide’s Chief Customer Officer, Amy Shore, reflects upon her creation of the role, the lessons learned, and where the role is headed. Join us as Amy delivers this must-see keynote on the growing centrality of the Chief Customer Officer