This Summit will showcase success of what has worked and where and will address some of the big questions being asked by boards today.
Most of the transitions and achievements from the last year have relied on strong partnerships and relationships. We will bring you insights from leading strategists, business leaders and technology experts to help challenge thinking and set clear sight lines for recovery.
COVID-19 profoundly affected the norms of business across every industry and geography. From new ways of working (or not), long-lasting shifts in customer psychology and behaviour, and radically transformed operational networks and business portfolios, the world is now very different, for better as well as for worse.
Since March 2020, the CCA network has collaborated like never before to provide support and guidance to each other on how to best deal with unforeseen challenges presented by the pandemic.
With much of the population vaccinated, but the threat of the virus still ever present, how do we understand the most appropriate operating models that will support a practical and safe return to a new normal.
Sign up and guarantee your space at CCA Summer Convention 2021.
PLEASE NOTE: Places at CCA Summer Convention are complimentary for service and CX operating organisations only. Fees to attend are applicable for consultants and suppliers. CCA reserves the right to decline any registration.
24 June 2021
CX was not doing that well even before COVID-19, as many industry surveys had shown, the Forrester CX Index being a prime example. With the novel coronavirus, it has gotten worse, with messages like, “Response times will be longer due to COVID-19,” seen on websites and heard in contact centres. How do you deal with this surge in demand for service with speed, scale and quality? Join this session to learn how a leading insurance firm and eGain client, did just that amidst a 700% increase in customer contact volume.
We may not be able to predict the future, but it’s easy to see that the customer service operation of 2022 will significantly differ from the contact centre of 2019. The foreseeable future is full of likely challenges, including; customers continuing to shift channel preference, competitive pressure on customer experience, product teams reacting quickly to market dynamics, regulators altering laws to adapt to post-COVID society, and employee turnover increasing in the “Great Resignation.” As you build the future, you will have to empathise with your customers at scale, map common processes as customer journeys, and orchestrate these journeys for maximum impact. British Gas’ Adam Firbank and Quadient’s Scott Draeger will share insights in how you can get in front of the challenges of 2022.
The world of customer experience has evolved. Customers expect to receive a personalised, joined-up customer journey, no matter the channel, time, or place that they choose to contact an organisation from.
As the majority of businesses now compete solely on the basis of CX, companies that cannot deliver cutting-edge, technology-backed engagement will lose out to competitors. With recession on the horizon, now is the time for any business hoping to profit from uncertainty to innovate, and lead the charge into a new era of CX excellence.
- Providing support for those being brought back into an office.
- Recent research shows people also want to work in cafes / shops, how do you have that equitable experience?
- How do you replace the supervisor experience?
- How do you replace the supervisor connection of walking around talking, coaching and seeing people like the ones back in an office? They don’t want to be missed, feel isolated. People don’t want to be overlooked for career development? How do you mitigate risk of losing employees?
- How does your business make sure there are connections across the customer service team itself? And that engagement levels are at least on-par with in-office staff?