Customer Contact Week 2018 - Glasgow, UK | International Quality & Productivity Center | 12 March 2018 | Hilton Glasgow, 1 William Street Glasgow G3 8HT UK

Completely Unbiased Advice – This is the only event in the market guaranteed to give you completely unbiased advice with our 100% practitioner-driven content and No Sales Pitches on Stage policy!

Content Just for You – Over half your time will be spent in small group workshops and interactive discussions, ensuring you get expert advice on the exact problems you are facing included in your conference package

Theory-Free Presentations – Keynotes will explore the ins and outs of cutting-edge customer contact strategy deployments, meaning you’ll take home tangible insights into what really does (and doesn’t!) work

Community-Led Learning – This event is built in conjunction with an expert advisory council entirely around the needs of the European customer contact community and the issues you’re facing right now

Forge New Connections – With over 300 attendees from across the UK and Europe’s blue-chip companies, drinks receptions, speed networking sessions and interactive agenda provide the perfect platform for connecting with colleagues old and new

Grow Your Business – Customer Contact Week showcases the latest and greatest tech and service providers in the customer service community – it’s THE place to view and assess potential technology investments

CORE THEMES

CUSTOMER SERVICE WITH BUSINESS IMPACT
Become a customer centric enterprise to maximise growth opportunities Linking customer service performance with business economics
Customer centric enterprise redefined
Driving an enterprise wide customer centric business transformation

CUSTOMER EXPERIENCE
Deliver personalised, effortless and speedy service
Omni channel and self-service: Focus on impact and experience
Conversational and social commerce: Mobile, message, chats
Effective VOC management

AGENT ENGAGEMENT
Empower agents to achieve what technology can not
Developing super agents to keep up with the changing customer needs
Millennial as new contact centre workforce
Reorganising the operating model

PERFORMANCE TRANSFORMATION
Transforming your contact centre into a high performance profit centre
Keeping your metrics up to date
Marrying CX with Operational Excellence: Reimagine and reengineer your business processes

BEYOND CHATBOTS
Customer Contact Technology & Innovation
Chatbot & natural language adoption case studies
Contact centre analytics
Organisational change and transformation

FUTURE PROOF
Your Customer Service
Who will be your future employees and customers?
Reorganising your operating model to accommodate to tomorrow’s customers and employees
What can we learn from the innovators & disruptors

2018 Speakers

Onno Hoffman
Vice President, New Products & Services Deutsche Telekom

Mark McEwen
General Manager Customer Services Scottish Water

James Leech
Head of Digital, Technology & Change Sainsbury’s Retail

Ross Jackson
Vice President, Customer Transformation & Innovation Mimecast

Jann Hoffmann
Head of Contact Centre Operations Management Danske Bank

Marion McDonald
Former SVP, Global Head of Operational Services

Nathan Turner
Customer Service Manager

James Dodkins
Principal Consultant BP Group

Ahmed Furkan Gul
Digital Business Development Manager

Claudia Belardo
Director, International Customer Experience Concur

Jane McCall
Executive Transformation & Change Director

Einar Michaelson
Process Analyst & RPA Specialist

Jo Mayes
Customer Operations Director

Hui Wu-Curtis
Senior Director, Global Customer Care Strategy

Annamaria Toth
Sales and Customer Service Manager

Bridie Holowkiewicz
Head of Customer Relations Contact Centre

Claire Carroll
Head of Member and Customer Services

Andrea Ayres
Senior Manager, Automated Services

Martijn Franssen
Director Digital Customer Service

Nick Muir
Head of Analytics RBS

Pether Jonsson
Group Vice President, Head of Customer

Raymond Loehr
Director Operations and Strategy

Ina Sandvik Nilsen
Process Improvement

Scott Barker
Head of Customer Care Missguided

Dirk Moreno
Vice President Customer Experience

Martin Sassenfeld
Director Product Development Customer Services

Anthony Simpson
Customer Experience Manager

Helen Gillett
Managing Director Affinity for Business

Oke Eleazu
Chief Operating Officer Bought by Many

Tracy Kellaway
Head of Contact Centre Estee Lauder

David Neale
Director of Customer Services extraenergy

Yuval Dvir
Global Online Partnerships Google Cloud

Dan Moross
Director of Customer Experience moo.com

Philip Purdy
Customer Services Director Europe Travelzoo

Caroline Collins
Senior Consultant EIG

David Attwater
Senior Scientist EIG

Colby Parrott
Senior Program Manager SurveyMonkey

Jason Roberts
Head of Contact Centre Operations Dixons Carphone

Eoin Power
Consumer Planning Director BT

Eoin Power
Consumer Planning Director BT

Alan Riley
Customer Services Director Chiltern Railways

Ian Channing
VP Customer Service, Head of Global System

James Rolfe
Director of finance, resources & customer services

Jan Smets
Director Retail and Customer Care

Aoife Burke
Head of Customer Contact Enablement AIB

Elizabeta Griovska
Global Customer Service Transformation Manager Diego

Richard George
Head of Customer Self Service

Guy Kirkwood
Chief Evangelist UiPath

Caroline Black
Head of Customer Strategy & Experience

Alex Walton
Vice President Europe Arise Virtual Solutions

John Heald
Global Vice President Solution and Strategy SAP Hybris Service

Greg Reed
CEO HomeServe Membership

Erik Mosch
Senior Director Product Management Passenger Services

2018 Sponsors

• Amazon Web Services
• Content Guru
• Freshworks
• Insided
• Mediatel Data Call & Contact Center
• Noble Sytems
• PCI Pal
• SAP
• Service Now
• Sound of Data
• Ui Path
• [24]7.ai