Jeremy Payne, International VP Marketing, Enghouse Interactive, said: “CX16 offers an exciting opportunity to find out how leading organisations are leveraging innovative approaches within their customer-facing functions to drive up customer loyalty while simultaneously reducing costs. It’s a great forum to gather and share best practice and debate the latest hot topics, issues and trends impacting customer experience today.”
The event features a series of keynotes; seminars and hands on practitioner sessions, showcasing how forward-thinking organisations are harnessing a CX strategy that’s anchored around digital channels to deliver higher levels of satisfaction for customers and employees alike. These sessions are hosted by a stellar line-up of presenters, including industry analysts and business leaders, all experts on customer experience and how ongoing digital transformation is re-shaping it today.
Key themes up for debate include cloud contact centres; mobility and self-service as part of a “Digital by Design” strategy; leveraging Microsoft Skype and CRM within the contact centre and “the Connected Enterprise”.
Giving one of the event’s keynote presentations, Nicola Millard, Head of Customer Insight and Futures, BT will speak on the topic of Autonomous Customers & SuperAgents. In another keynote address, Martin Hill-Wilson, founder of Brainfood Consulting, will present on “The Customer Service Conundrum – How to balance digital and human support”.
Other speakers at CX16 include:
Richard Brown, Director of Business Development, 5i
Richard Reid, Director, Amillan
Craig McVoy, Founder & Chief Experience Officer, Beyond Brand
Karine Palacios, Head of Global Product Management – Cloud Contact, BT
George Thomas, Director, George Banco
Neil Boxer, Chief Technology Officer, IP Integration
Mark Lockyer, Director, IP Integration
Ian Taylor, Head of Sales Specialist Team, O2 Telefonica
Richard Snow, VP and Research Director, Ventana
Jeremy Payne, International VP Marketing Enghouse Interactive
Gary Bennett, Sales Director, UK & Ireland, Channels & Partners, Enghouse Interactive