What does the Future of the contact centre mean for your customers, technology & agents?
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.
Europe’s Leading Customer Content Event for Senior Executives
2016 featured speakers included:
Head of Sales & Service, Outsourcing
Global Head of Consumer Engagement Centres
Head of Learner Experience
Marketing Director EMEA
Director of Global Contact Centres & Omnichannel
Head of End-to-End Customer Journey Experience
Director, Digital Services
Tony Smith, Head of Business Development, CCaaS, Dimension Data
T2 Linguistics Ltd
General Manager, British Gas Cardiff
Head of Customer Services
Home Retail Group
Customer Services Director
Auto Trader UK Limited
Customer Contact Centres Project Director
Air France - KLM
Head of Transformation
Customer Data Director
The Co-operative Group
Vice President Customer Interaction
Managing Director EMEA
Topics of discussion
Future of the contact centre
Making every customer journey count towards winning share of mind
Employee engagement within the contact centre
Driving an omnichannel care environment for the anytime, anywhere, any-channel millennial
What our delegate & sponsors had to say
“An excellent event - some outstanding speakers and a range of very 'on-message' topics. Also a very useful peer network attended the conference - great to catch up with one or two old friends and former colleagues, and to meet others facing the same challenges and opportunities as I am”
“A great opportunity to hear from your peers with the same challenges and a range of solutions. A shared experience in wanting to push the customer agenda.”
“The Exchange Team ran an excellent event - high quality presentations and genuine thought leadership. I got more in 6 hours out of this conference than many I have spend several days at.”
“Very relevant and good opportunity to network. Good attendance list in terms of experienced decision making individuals as well”
“Thought provoking, packed full of inspiring presentations to help shape thoughts on the future of contact centres and their role in delivering an outstanding customer experience.”
Free Content View All
2016 Death Of The Contact Centre As We Know It?
Companies are starting to realise that their customer contact can’t just be good some of the time, it has to be consistently excellent across all channels all of the time. So with traditional methods..
Executive Customer Contact Exchange 2015 Post Event
Take a look at some of the themes and sessions that took place at the 2015 Exchange by downloading the Post Event Report which covers...
Forrester: How To Move From Personalization To Individualization
Forrester Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha, presented at the Executive Customer Contact Exchange...
Visit the resource centre for more free reports, eBooks, infographics, interviews and more!