Get Connected 2018

Jun 27

China Exchange: Central London

Headline Sponsors

Exceptional Customer Experience – People, Process and Technology

Date: Wednesday 27th June 2018
Time: 9:00 – 14:00
Location: China Exchange: 32A Gerrard St, London W1D 6JA

Our annual customer experience event attracts over 150 contact centre professionals across the UK. Join us and our panel of experts to learn about:

Emerging technologies such as Artificial Intelligence (AI), Bots and Speech Analytics are changing the customer experience. Yet humans remain at the heart of every contact centre experience. In this conference we explore what customers expect in terms of service and what it takes to deliver an outstanding customer experience.

Compliance requirements such as GDPR and PCI DSS are often seen as an administrative burden in contact centres. We explore the opportunity compliance presents to review processes around sensitive customer data to benefit both your customers and your organisation.

Contact centre technology can be confusing and overwhelming. We put technology to the test to ensure an exceptional customer experience matched by cost effective delivery. It’s not about technology, rather how you intelligently use technology to create exceptional customer experiences.

Get Connected is a free conference and places are limited, be sure to book your place now!

Please note that this is a conference for end users. Other registrations may be rejected. If you have questions regarding registration please contact naila.basit@puzzel.com.

Event timetable

Time Presented by Event
09:00

Arrivals & Registration

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Colin Hay - VP Sales UK | Puzzel

Welcome note

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Ziba Goddard - Head of Core Consulting | Cowry Consulting

Understanding Homer Simpson: the key to better conversations with customers

This talk on Behavioural Economics will show how our brains can jump to conclusions, how your customers make decisions and how you can 'nudge' people to change their behaviour. Cowry will present what factors affect purchasing decisions, how these decisions can be biased and the mental shortcuts we all use when spending our money. Cowry will show how they've applied these learnings from Behavioural Economics in contact centres to improve customer and company outcomes.

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Jason Bartram - Head of Resource Planning | Ombudsman Services

How Ombudsman Services uses Speech Analytics to be “Good for Consumers – Good for Business”

An unmissable session which gives practical insight into deploying Speech Analytics technology. Six months into deployment of Call Miner, Ombudsman Services have already started to derive benefit from implementing Speech Analytics.
This embryonic case study will look at how benefits can be obtained quickly delivering on the Ombudsman Services vision of being Good for Consumer – Good for Business. In this session Jason will explore how you can you set yourself up to succeed and how to set about turning observation into actionable insight in a post GDPR world.

10.50

Coffee Break

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Tony Smith - Sales Director | PCI Pal

Compliance and customer experience - The Perfect Match

Join Tony to hear how PCI DSS compliance can have a positive influence on customer experience in the contact centre.

What attendees will learn:

• What are the challenges in achieving compliance in the Contact Centre
• How to achieve compliance without impacting on CX
• Homeworking challenges
• How to de-scope the contact centre

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Carolyn Blunt - MD | Ember Real Results

Don’t Neglect the Humans

With all the progress of automated technologies taking over the more simplistic customer engagements, it’s easy to neglect the humans. Gartner predict that by 2020, 85% of all interactions won’t involve a human. But the ones that do will likely be the more complex enquires that require moral judgement and empathy. We need to support our agents as it’s these interactions that will really make our organisation stand out and impact loyalty and metrics. In these fast paced, digital times it’s important to ensure that your agents are ready and engaged for the ride. In this session Carolyn will share thoughts on skills development and employee engagement for the next wave of change.

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Kristoffer Lundnes - VP Innovation | Puzzel

Trends, Technology …and Beyond

As new technologies, evolving regulations and consumer demands transform customer interactions, a holistic approach to customer experience is critical.
The contact centre industry faces a future of complexity, opportunity and challenge. Artificial Intelligence (AI) and Bots are changing the customer experience. Consumers expect instant, round-the-clock availability. Social engineering is feeding a rise in the threat from fraud.
The wealth of current and emerging technologies can be overwhelming, making it difficult to know which technologies are the right investment for your business.
This presentation will help inform your understanding of the main trends in the market, emerging technologies and what they offer, and will suggest steps that you can take to deliver an exceptional customer experience.

13:00

Networking & Lunch

Guest Speakers

Ziba Goddard

Head of Core Consulting

Cowry Consulting

Following an undergraduate degree in Experimental Psychology and a Masters in Clinical Psychology, Ziba was drawn to business and spent time working in organisational effectiveness at Bank of New York Mellon.

Ziba is currently Head of Core Consulting at Cowry Consulting and uses the latest thinking in Behavioural Economics, psychology and 'nudge' theory to deliver award-winning programmes for clients such as Tesco, Sky and Aegon.

Jason Bartram

Head of Resource Planning

Ombudsman Services

As Head of Planning for Ombudsman Services, the Communications and Energy Ombudsman, Jason is responsible for ensuring that Ombudsman Services are resourced and skilled to support complainants in a timely and efficient manner; including monitoring future trends, complaint tracking, continuous improvement and promoting forecasting excellence.

He is proud of his key role in dramatically improving the Operational KPI’s and his contribution to Ombudsman Services winning a key Contact Centre award in 2017 at the first attempt. Not one for standing still his upcoming challenge is to establish “Next” practice in the use of Voice Analytics.

Tony Smith

Tony Smith

Sales Director

PCI Pal

Tony’s experience in customer management and IT spans over 25 years – years that have been shaped by rapid change, the rise of digital channels, the emergence of cloud computing and a re-writing of the rules for customer engagement in an increasing regulated environment.

Tony’s joined PCI-PAL in November 2016, as Sales Director for EMEA. PCI-PAL is a suite of solutions designed to help run your customer contact operations in adherence with the Payment Card Industry Data Security Standard (PCI DSS). All solutions have been developed for the contact centre market by a team of contact centre specialists.

Carolyn Blunt

Carolyn Blunt

MD

Ember Real Results

After completing a degree in Management Sciences at Manchester University, and a post-graduate Diploma in People Management (CIPD), Carolyn worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujitsu Services in the Service Desk division.

In 2003 Carolyn set up Real Results Training Consultancy (now merged with Ember) and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes.

Speakers

kristoffer-lundnes

Kristoffer Lundnes

VP Innovation

Puzzel