Get Connected 2019
Central London China Exchange
32a Gerrard St, London W1D 6JA
Welcome to the Hybrid Workforce – Humans and Technology working together
Date: Thursday 19th September 2019
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 from across the UK. At last year’s event we focused on people, process and technology to create great CX. This year we will take that theme one step further with a focus on a hybrid workforce where technology and humans work together.
As customers and employees span different generations, engagement and dialogue takes on a greater role at an individual level. For contact centres this means offering new ways of working and creates a new type of employee.
We will also consider the potential business impact of replacing humans with technology across channels and how agents might welcome technology that presents them with the right information at the right time.
This is your opportunity to Get Connected with a hybrid workforce where technology and humans work seamlessly together to meet both customer and employee demands.
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 email@example.com.
Arrivals & Registration
Andy McDonald - Sales Director UK & Ireland | Puzzel
Ziba Goddard - Head of Core Consulting | Cowry Consulting
James Dodkins -Customer Experience Rockstar | Rockstar CX
Rules For Rockstars
This is the world's first and only musical CX Keynote.
James’ client list reads like a ‘who’s who’ of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM and many more included. James trains, coaches and speaks all over the world helping companies deliver a ‘Rockstar Customer Experience’
Marije Gould - VP of Marketing EMEA | Verint
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations
Changing behaviors and digital natives are transforming the future workplace, attitudes towards automation, and what employees expect of their employers. That’s according to results from a new large-scale study of more than 34,000 consumers across 18 countries from Verint® Systems Inc. Nine to five workdays are in the past and organisations that restrict operating and service hours to this eight-hour window are almost the anomaly. Powered by social media, chatbots, artificial intelligence (AI) and contact centres across time zones, customer engagement is always-on. If customers have a question, or a problem, they want it fixed now. If they cannot get what they want, then the likelihood of them going to another brand or service increases dramatically. Join Marije to hear her thoughts on the impact of the ‘always-on’ era on the future generation of customers and employees.
Wellbeing Strategy for your Contact Centre
Mashud Ahmed - Innovation Manager | Puzzel
Level-up with Hybrid Workforce!
Take one step further with a focus on a hybrid workforce where technology and humans work together.
Networking & Lunch
James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. Not only is he an international keynote speaker,#1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James is one of the world’s top customer experience influencers and content creators.
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.
Marije Gould is the VP of Marketing, EMEA at Verint Systems. Marije joined the company in July 2012 to lead the EMEA marketing team with a focus on four key areas: demand generation, customer marketing, partner marketing and brand awareness. She brings 20 years international B2B marketing experience to the role. Prior to joining Verint Systems, Marije was global VP of marketing at Tandberg Data. Marije lives in the UK, and has an MA in Management and Organisation from Radboud University in the Netherlands.
Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations.
With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance.
Our work flow system for email handling in customer service, integrated with the Puzzel contact centre solution, leverages text recognition to analyze all incoming emails to propose answers, assign case numbers, and automatically assign them to the correct queues or agents. With our system, you will never lose track of your customer email interactions, and we make sure they are always handled consistently. Cention brings email handling in contact centres into the 21st century.
No matter what your organization does, today’s customers demand constant availability and access to instant solutions. At boost.ai we use our world-leading Conversational AI to power virtual agents that help companies automate high volumes of chat traffic. Unlike traditional chatbots that only attempt to match questions with probable answers, a virtual agent powered by conversational AI has the power to truly understand your customers, and turn each interaction into a positive experience that resonates long after the chat window closes.
With special thanks to
Rockstar CX founder, James Dodkins, used to be an actual, real-life, legitimate, award-winning rockstar. He toured the world in a heavy metal band, releasing albums and tearing up stages. Today he does things a little differently. He still travels all over the world but now he helps companies deliver 'Rockstar Customer Experiences'.