Additional Content Download

Top 10 Investment Priorities for 2016

Top 10 Investment Priorities for 2016

Ahead of the 2016 Executive Customer Contact Exchange we have surveyed the customer contact professionals attending the event to understand their biggest customer service challenges, and (critically) which services and solutions they plan to invest in as we head into 2017. Download your copy to find out the results of this cross-industry survey.

IQPC Exchange Sponsorship Inventory Pack

IQPC Exchange Sponsorship Inventory Pack

The IQPC Exchange Sponsorship Inventory Pack is a simple and informative guide to the opportunities available across the Exchange event portfolio. Whether you are keen to explore how we can help you generate new business or how you can increase brand awareness; download your pack today and find out how our tailored event packages can ensure your brand is in front of new customers and ahead of your competitors.

Download the Solution Provider Information Pack

Download the Solution Provider Information Pack

Download the Solution Provider Information Pack for further details of available sponsorship opportunities, or call our Sponsorship Team directly on 44 (0)207 368 9484 or by emailing exchangeinfo@iqpc.com.

Megan Neale, Global Head of Customer Engagement Centres, Unilever

Megan Neale, Global Head of Customer Engagement Centres, Unilever

Business, but what should be the aim of every individual, whether customer facing or not? Delivering an experience that evokes an emotional reaction from customer makes them more likely to share their positive experience with their peers. With over half of the global population using the internet and over 2 billion social media users, how can a brand engage global customers on an emotional level using digital means?

Andrew Mann, Customer Data Director, the Co-operative Group

Andrew Mann, Customer Data Director, the Co-operative Group

Data can be a scary prospect for many organisations. Where do you start in turning insight into action? How can you personalise your offering to customers without seeming to intrude on their privacy and sell them too much? Where is the best place to get your message across?

Hear examples from Andrew Mann on how you can solve crucial business challenges using customer data, including using data to create a more personalised, segmented strategy or giving customers a sense of control over their experience.

Executive Customer Contact Exchange BFSI Post Event Report

Executive Customer Contact Exchange BFSI Post Event Report

Ten years ago businesses began to look to digital channels as a means of resolving customer queries, however today we continue to see a rush of innovation that has changed the contact centre functions forever.

More than ever, the rise of social media, applications and gamifications have created platforms for customers to share their experiences easily and quickly. It has never been more important to deliver a consistent one-stop-shop service that leaves the customer feeling delighted and empowered.

This post event report outlines these and many more central themes that arose from discussing the challenges and trends driving high levels of investment across the broad technology and service provider landscape.

With exclusive presentations, statistics and insight from the Exchange, I hope you find this report useful!

Fully App Based Self Service: The benefits of Incorporating Customer Contact Into an App

Fully App Based Self Service: The benefits of Incorporating Customer Contact Into an App

Customer services leaders form the banking, financial services and insurance (BFSI) industries are all striving to keep up with and adopt the latest technologies to improve the customer service journey. And at Atom Bank, the UK’s first bank designed specifically for digital, has a unique approach to getting this right.

Fully App Based Self Service: The benefits of Incorporating Customer Contact Into an App_Gated

Fully App Based Self Service: The benefits of Incorporating Customer Contact Into an App_Gated

Customer services leaders form the banking, financial services and insurance (BFSI) industries are all striving to keep up with and adopt the latest technologies to improve the customer service journey. And at Atom Bank, the UK’s first bank designed specifically for digital, has a unique approach to getting this right.

The Future of the Contact Centre: Automation, Self Service & the New Agent

The Future of the Contact Centre: Automation, Self Service & the New Agent

Throughout this report, a consistent challenge facing customer service leaders we have interviewed is the need for them to find a way to remain human in the context of evolving digital technologies in customer service. AI and chatbots need to be used to augment the human connection with customer not to replace it. Automation should be personalised yes, but interactions need to be welcome and not at all creepy – and getting this balance right is tough.

Automated programmes need to be in tune with customer needs and desires to drive successful engagement, so emotional measures need to be built in and developed in machine learning and AI systems in order to get to that next level of engagement.

 This report supplies you with a collection of interviews IQPC Exchange have conducted with customer service leaders who have attended Exchange events or contributed to our research reports over the past 12 months. Read on to benchmark against peers in banking, financial service and insurance plus retail, utilities, healthcare and B2B companies to see how they are taking advantage of these evolving technologies and overcoming hurdles along the way.