Creating practical Digital Customer Experience (CX) solutions

31st Jan 2020 | Cadent Gas | Hinckley, Leicestershire

Organisations are under increased pressure to satisfy customer demands for multi-channel service (i.e. via phone, email, web chat, AI and social media channels). However no customer contact centre has a bottomless pit of money.

At this digital CX session you’ll have the opportunity to discuss key technology challenges with fellow practitioners, and learn how others have developed practical solutions for achieving success.

The event features a talk from Redrow Homes, winner of the 2019 UKCCF Award for Best Social Customer Service Team, about how it has transformed its customer service operations using social tools and taken steps to embed feedback from social media throughout its organisation.

You can also discuss some of the industry’s hottest topics, including how to:

    Integrate digital channels
    Use Digital Transformation to improve employee engagement
    Identify and manage ‘customer emotion’
    Create a single view of the customer
    Skill employees to become ‘Superagents’ capable of managing both written and spoken contacts
    Identify the role of live agents versus self-service & AI

Agenda
09.00 – 09.30: Coffee & Registration
09.30 – 09.40: Introductions
09.40 – 10.15: Case study: Redrow Homes
10.15 – 10.45: Roundtable discussion
10.45 – 11.00 – Coffee break
11.00 – 12.15 – Roundtable discussion
12.15 – Buffet lunch

If you would like any further information regarding this event, please contact Michael Gray on +44 (0)20 8224 2315 or email: michael@uk-ccf.co.uk.

Cadent Gas
Brick Kiln Street
Hinckley
LE10 0NA – Map & directions

Register your place at this event

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