• The importance of engaging people
• Understanding the relationship between organisational climate and customer satisfaction, retention and profitability
• Assessing the right climate for best people and financial performance
• This session will include the latest research from the Henley Centre for Customer Management.
   

Taking inspiration from the book ‘Making Sense of Performance Management’ this keynote presentation will highlight how the importance of clear, effective communication is central to the success of any business. Whilst striving to keep pace with technological advancements in a challenging market place to retain the competitive edge, managers and leaders must also keep pace with the demands of their workplace environment and the challenges of maintaining the motivation and engagement of their people. You will learn how to:

• Get the communication right
• Set the right agenda
• Create the right environment
• Develop the right habits
   

This award-winning multi media, humour-filled exploration of the different generations: how value systems are developed and how these influence attitudes and behaviours. By understanding the impact of different generations, you can:

• Improve customer relationships, productivity and interactions of your teams.
• Understand what shaped and formed Boomers, Gen Xers and Gen Y and
• Why younger and older people have such different expectations and approaches to life, leadership, work and relationships. Apply the insights in your contact centre immediately and change your company forever.
   

• Look at how British Gas transformed it’s key customer service centre which handles 1.1 bn worth of customer value using the business model ‘engaged teams = delighted customers = healthy profits’
• Understand their journey and what key interventions delivered the greatest results & how they continue to push the boundaries using best practice and innovation
• Hear from the team themselves about the cultural change that put’s them at the forefront of the decision making and they in turn think like customers and remove barriers to world class customer service.
   

Without the focused engagement of all key people, there cannot be complete ownership and support for projects and programmes.
From Employee Engagement through to communicating with impact; by engaging all available resources, both internally and externally, you’ll create a dynamic, results-driven organisation that consistently delivers performance excellence.
Join us and we will share the secrets to:

• Increasing organisational commitment
• Building high-performing teams
• Why “good is the enemy of great”
• Collaboration to solve complex problems
• Engaging the right people in the right roles

By increasing organisational commitment the benefits are simple:
Internal excellence = external brilliance

We believe that in the noise of everyday interactions with customers – whether by phone, email, self-service, chat and even social media – organisations of any size can understand the intent of customers, gain insight through analysis of interactions and deliver real-time impact through specific business processes. For us, creating profitable, enduring relationships is not an art but a science. A science based on four fundamental building blocks….

Why navel-gazing about survey methodology is the last thing we need.

· NPS. How well dressed is the emperor?
· CSAT. Are we just wedded to the status quo?
· Transactional and relationship surveys, and how they link to NPS and CSAT.
· Granularity--should you go deep or broad?
· Does it really matter how you measure?
 

The big question: which is best at driving change?

Gareth will provide a full overview of 02’s customer service social media initiatives, from Twitter and live webchat facilities, to ‘on device’ mobile applications.

In addition, Gareth will discuss the powerful role social media can play in tracking the direct effect of customer engagement.
 

Social media is changing the way customers engage with companies, and in many instances customer service is being pushed to the forefront of that transformation.

• What shape are you?
• What are your children doing?
• Social media is a mindset not a toolset

• An Outsourcer’s practical approach to social media in global customer service
• Summary of presentation:
• A Better Social Experience Means Serving, Not Selling (the Role of Customer Care)
• It’s all about the Balance
• Supporting Social Connections (game-changing technologies)
• Brand Health & Influencers
• Understanding the competitive landscape
• Translate user generated feedback and social chatter into actionable business insights
   

Current challenges for the traditional cc route:

• Why Homeshoring is the 21st century solution
• The homeshored ‘agent’ – a new breed
• The difference they make
• Who’s doing what to whom (brief insight/case studies)
• Close the loop – maximising customer benefit

• Enabling the “Virtual Contact Centre” and increasing agent efficiency
• Improved Customer Satisfaction
• Faster time to market with easier access to new technologies
• High scalability and better control
• Low up-front and ongoing costs

This session aims to cut through the hype surrounding SaaS in the Call Centre and look at real life customer examples who have done this, why they did it, the hurdles they have had to overcome and most importantly, the results that they have seen.

We focus on two key topics.

Why choose SaaS over a premise based implementations – how they overcame the business hurdles:

• Stakeholder buy in;
• Infrastructure ownership;
• Functionality and Security
• Costs and budgets

What are the results that they have since deploying technology in the cloud – which of the hurdles proved most troublesome and more importantly, what are the actual benefits they have realised?

Dual case study will be provided on day.

1) How the internet is changing sales and customer service

• In a growing number of industries the internet is empowering consumers to make more informed buying decisions, reducing the need for a traditional sales team.
• Customer service is the new sales (customer advocates)

2) What is Zendesk?

• Customer engagement platform
• One2One, One2Many, Many2Many
• SaaS

3) Who are our customers and how are they using Zendesk?

• John Lewis, Twitter, New Zealand Post, Groupon, Just Giving
• Case Study: Qatar Airways

4) How we use Zendesk

• No sales, just customer advocates
• Company-wide customer-focus
• Helddesk at the center of the organisation