Get Connected 2019

Sep 19

Central London China Exchange
32a Gerrard St, London W1D 6JA

Headline Sponsors

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 naila.basit@puzzel.com.

Event timetable

Time Presented by Event
09:00

Arrivals & Registration

09:30 https://www.puzzel.com/uk/wp-content/uploads/sites/2/2017/03/sponsor-puzzel.png

Andy McDonald - Sales Director UK & Ireland | Puzzel

Welcome note

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Ziba Goddard - Head of Core Consulting | Cowry Consulting

10:20

James Dodkins -Customer Experience Rockstar | Rockstar CX

Rules For Rockstars

This is the world's first and only musical CX Keynote.
'Customer Experience Rockstar' & Host of Amazon Prime’s ‘This Week in CX’, James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11.

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’

10:50

Coffee Break

11:20

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.

11:50

Wellbeing Strategy for your Contact Centre

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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.
As customers and employees span different generations, engagement and dialogue take on a greater role at an individual level. For contact centers this means offering new ways of working and creating a new type of employee.
We will consider the potential impact of augmenting humans with technology across channels and how agents might welcome technology that presents them with the right information at the right time.

13:00

Networking & Lunch

Guest Speakers

James Dodkins

Customer Experience Rockstar

Rockstar CX

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.

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.

Marije Gould

VP of Marketing EMEA

Verint

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.

Speakers

Mashud Ahmed

Innovation Manager

Puzzel