2017 Executive Customer Contact Exchange | International Quality & Productivity Center | 20 November 2017 | London, UK, Hilton Syon Park Hotel, Middlesex London TW7 6AZ
Venue
London, UK
London, UK, Hilton Syon Park Hotel, Middlesex London TW7 6AZ
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| Event Date |
Mon Nov 20 GMT - Tue Nov 21 GMT (about 7 years ago)
In your timezone (EST): Mon Nov 20 12:00am - Tue Nov 21 12:00am |
| Location |
London, UK
Hilton Syon Park Hotel, Middlesex London TW7 6AZ |
| Region | EMEA |
Details
With the rise of chatbots and AI in customer service, how do you keep the human element in your digital interactions? How do you engage your agents to develop new skills that are required to support new customer behaviours?
These are questions that drive the dreaded question: are contact centres going to be relevant in 5-10 years time? As more and more businesses are turning to self-service channels and reducing telephony contact, this question needs to be addressed as quickly as the rate at which technology is moving.
The 2017 Executive Customer Contact Exchange will bring together 80 C-level executives and VPs/Directors of Customer Service with their peers plus a host of industry leading solution providers to discuss the very topics that will be changing the face of the contact centre as we know it!
Join us to get the cutting edge vision on the customer service sector from those companies that are leading innovation and change.
Speakers
Simon Separghan
Director of Global Contact Centres & Omnichannel
Barclays
Kai Schubert
Vice President Customer Interaction
Air Berlin
Andrew Mann
Customer Data Director
The Co-operative Group
Justin Conry
Head of Transformation
Three Ireland
Fabien Pelous
Customer Contact Centres Project Director
Air France - KLM
Paul Pugal
Customer Services Director
Auto Trader UK Limited
James Leech
Head of Customer Services
Home Retail Group
Lynda Campbell
General Manager, British Gas Cardiff
British Gas
Sharon Reeves
Director, Digital Services
Sky
Keith Fletcher
Head of End-to-End Customer Journey Experience
E.ON
Stuart Balnaves
Head of Learner Experience
UCAS
Megan Neale
Global Head of Consumer Engagement Centres
Unilever
Joana Van Den Brink-Quintanilha
Senior Analyst
Forrester
Asif Mukhtar
Head of Sales & Service, Outsourcing
Shop Direct
Sponsors & Partners
Silver Sponsor:
inbenta
Silver Plus Sponsors:
Lithium
2016 Sponsors:
Creative Virtual
Customer Care BG
Lithium
Definity
Dimension Data
Hewlett Packard Enterprise
Future Vision
Insight Now Ltd
Persio
Score Buddy
Sensée
Mary Gober
EdgeVerve