Virtual event

The Customer Conference

Recorded: Tuesday 25th May 2021

Winning CX strategies for changed customer behaviours and expectations

The Customer Conference was a one-day virtual conference in May. The brand-led line-up comprised 31 speakers including Legal & General, Coutts, NHS, Tata Steel, L’oréal, Sky and Direct Line Group. The programme looked at a broad range of customer experience (CX) topics to help you navigate your own CX strategies, from learning about changed customer trends and needs, to crafting next-level customer journeys. Translate the lessons learnt by leading UK organisations in accelerating digital transformation and embedding customer-focussed cultures. Find further details about the event at The Customer Conference.

Netcall was delighted to join the line-up. Our Chief Innovation Officer, Richard Farrell, delivered a session looking at the ongoing evolution of the contact centre. He covered:

  • How omnichannel, AI and automation are positively impacting the contact centre
  • Key trends which are driving CX strategies
  • How you should manage and develop your agents and culture to develop and improve employee experience (EX) and why that matters
  • Automation opportunities for the contact centre
CX and Customer Service Trends and Priorities

In this webinar, Richard Farrell was joined by Thomas Husson from Forrester to look at key CX and customer service trends. They look at the ongoing evolution of the contact centre and explore crucial omnichannel, AI and automation technologies, which are positively impacting the agent’s role and CX improvements.

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