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Customer Contact Experience Theatre



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New for 2017 the Customer Engagement Experience Theatre is sponsored by Genesys® who power more than 25 billion of the world’s best customer experiences each year.

Customer experience and customer engagement are both important for establishing healthy, symbiotic brand-customer relationships that will improve your business revenues, reputation and customer lifetime value. Join the Customer Engagement Experience Theatre seminars and keep your customers engaged.

The theatre seminars will take the format of ‘Lunch & Learn*’ where over the course of a double length session you’ll take in a presentation from a leading industry expert and be provided a buffet lunch where you can network and discuss the insights learned and share your experience and practices.

*Packed Lunch available for first 50 attendees



Customer Contact Theatre Seminars

  • Available Seminar Wed 17th May 11:00 - 11:30 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Wed 17th May 11:00 to 11:30

    Customer Engagement Experience

  • Available Seminar Wed 17th May 11:40 - 12:10 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Wed 17th May 11:40 to 12:10

    Customer Engagement Experience

  • The Moments That Matter Wed 17th May 12:20 - 12:50 | Customer Engagement Experience Theatre Genesys  

    The Moments That Matter

    AO.com started life 17 years ago after the Founder had a £1 bet with a friend that he wouldn’t quit his job and start the business. Move forward to 2017 and AO are on a rapid growth curve with the mission of being the best electrical retailer in Europe. Find out how AO focus on delivering exceptional service to their customers, from how they approach customer experience to how they engage their people. AO is at the forefront of Customer Experience.

    Speaker

    David Atherton

    David AthertonMore

    Time / Place

    Wed 17th May 12:20 to 12:50

    Customer Engagement Experience

  • Predicting Trends to Improve Customer Communication Wed 17th May 13:40 - 14:10 | Customer Engagement Experience Theatre Independent  

    Predicting Trends to Improve Customer Communication

    By listening to the trends created by your customers on the internet you can predict their next requirements and be ready provide a more intelligent communication platform. We’ll look at real examples where brands are using trendspotting to provide a service that seems to always say the right things at the right times.

    Speaker

    Steve King

    Steve KingMore

    Time / Place

    Wed 17th May 13:40 to 14:10

    Customer Engagement Experience

  • Available Seminar Wed 17th May 14:20 - 14:50 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Wed 17th May 14:20 to 14:50

    Customer Engagement Experience

  • From cost centre to revenue generator– how technology can help your contact centre add value Wed 17th May 15:00 - 15:30 | Customer Engagement Experience Theatre Independent  

    From cost centre to revenue generator– how technology can help your contact centre add value

    Today’s customers expect to communicate with brands via email, web chat and text, as well as by phone. And smartphone owners demonstrate very different behaviours to traditional landline users, opening up new possibilities for communication between organisations and their customers.
     
    As customer expectations change, organisations are beginning to recognise the value of the customer experience, as a means of generating loyalty and long-term revenues. All this means that where once the call centre was viewed as a cost centre, with a corresponding focus on efficiency, often at the expense of service, today it is increasingly seen as a revenue generator, where the focus is on building lasting customer relationships, rather than handling one-off customer interactions.
     
    During this session, discover how technology can support your transition to a revenue generator and help you to improve customer experience for your business.

    Speaker

    Time / Place

    Wed 17th May 15:00 to 15:30

    Customer Engagement Experience

  • Available Seminar Wed 17th May 15:40 - 16:10 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Wed 17th May 15:40 to 16:10

    Customer Engagement Experience

  • How to be a Customer Experience leader Thu 18th May 11:00 - 11:30 | Customer Engagement Experience Theatre Independent  

    How to be a Customer Experience leader

    Exclusive insights from a new report, ‘The State of Customer Experience 2017’

    By 2020, customer experience will overtake price and product as the key brand differentiator, according to a Walker study.  So it is no surprise that other sources report that 91% of business leaders aspire to be among the customer experience leaders in their industry.

    Company success now more than ever hinges around how a company deals with its customers. Positive customer experiences convert into sales. And conversely, poor customer experience leads to lost revenue.

    During this session, discover fresh qualitative insights from over 200 professionals involved in delivering the customer experience, and find out how your organization can be a leader in customer experience. 

    Speaker

    Sarah Stacey

    Sarah StaceyMore

    Time / Place

    Thu 18th May 11:00 to 11:30

    Customer Engagement Experience

  • Available Seminar Thu 18th May 11:40 - 12:10 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Thu 18th May 11:40 to 12:10

    Customer Engagement Experience

  • Contextual communication: How to transform customer engagement with task-based, friction-free comms Thu 18th May 11:40 - 12:10 | Customer Engagement Experience Theatre Independent  

    Contextual communication: How to transform customer engagement with task-based, friction-free comms

    Communication is richer than ever before, but whilst tools are often successful on their own they are siloed and lack universal interoperability. If you try to introduce a customer or supplier to that ecosystem, "unified communication" becomes anything but and our external interaction all too often falls back to a bleak telephony and email world.

    WebRTC is already being used to make comms more web-centric and open. At the same time, we're getting more used to switching efficiently between high-attention, synchronous communication mechanisms like phone calls, and low-intrusion, asynchronous tools like IM.

    How are businesses using these trends to transform customer engagement?

    Speaker

    Rob Pickering

    Rob PickeringMore

    Time / Place

    Thu 18th May 11:40 to 12:10

    Customer Engagement Experience

  • Brought to you by Genesys Thu 18th May 12:20 - 12:50 | Customer Engagement Experience Theatre Genesys  

    Speaker

    Time / Place

    Thu 18th May 12:20 to 12:50

    Customer Engagement Experience

  • Available Seminar Thu 18th May 13:40 - 14:10 | Customer Engagement Experience Theatre Independent  

    Speaker

    Curtis Peterson

    Curtis PetersonMore

    Time / Place

    Thu 18th May 13:40 to 14:10

    Customer Engagement Experience

  • Available Seminar Thu 18th May 14:20 - 14:50 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Thu 18th May 14:20 to 14:50

    Customer Engagement Experience

  • Available Seminar Thu 18th May 15:00 - 15:30 | Customer Engagement Experience Theatre

    Speaker

    Time / Place

    Thu 18th May 15:00 to 15:30

    Customer Engagement Experience

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