• How employee engagement is linked to customer satisfaction
• Dismantling and rebuilding the employee attitude

• What was our journey?
• The deliverables- how we got there
• Where we are heading?

• How we maintain consistent and high quality multi-channel service provision across multiple businesses
• How we virtualised Customer Contact to drive out cost out at the right level
• The transformational  impact of high quality people using high quality technology
• Tailored and personalised public services – the changing face of ‘face to face’ contact

Part 1 – Strategy

What does customer experience mean to my business?

What does Multi-Channel contact deliver?

Part2 – Impact

What are the business drivers?

How do you know what channel to use?

How do you know when to use it?

What is the impact of Multi-Channel service on Customer Experience?

What is the real impact of change on your people processes and technology?

What are the real challenges on the way?

Part 3 – Are you ready?

Are we ready?

Business Cases & Change Management

How will I know if it is working?

he Internet and the economy have created unprecedented change and challenges for businesses and customer service today.  An effective multi-channel customer service strategy is fast becoming a critical differentiator for companies wishing to meet customer expectations, increase sales and attract new customers.  Getting it wrong is the recipe for increasing customer abandonment and costs.

• Routing enquiries effectively to the right agent, in the right contact centre, in the right language, world-wide
• Treating every online enquiry as a potential sale that needs to be handled accurately and fast
• Improving first contact resolution and consistency of customer service across all channels and multi-language contact centres
• Stopping your contact centre becoming inundated with questions which could so easily be answered online
• How software can ‘learn’ from customer and agent interactions how best to answer an enquiry and feed the right answer to self-service customers, email and telephone agents
• Getting new agents, in new locations, quickly operational and ready to respond to customer enquiries
• And crucially, how to gain complete workflow control and visibility of inbound enquiries, agent utilisation and how effectively agents are responding

•  How we’ve brought focus on the customer Experience using NPS methodolgy
• Why NPS, why not something else?
• Where we’ve got to after two years of using NPS, and where we think we’re going

• How to plan an integrated call centre and online service strategy
• Developing a service experience that matches the mindset of today’s online customer
• When to offer live assistance versus self service for online customers
• Resourcing, security, knowledge management and other important considerations

 The forum will finish with a drinks reception.

This presentation will examine how Twitter, LinkedIn and Facebook can be used to increase revenues, improve customer interaction and enhance customer loyalty. Sodexo @ Everton Football Club currently use a number of social media channels and have seen their business grow by 11% as a result.  We will examine how they have employed these tools and the reasons for their success.

• NPS – Presented by Martin Green, Satmetrix
• Empathy Metrics - Presented by Jamie Lywood, Harding & Yorke

• Deliver a more agile and responsive customer experience with Cloud Computing based service applications
• Drive a consistent customer experience and faster case resolution, through the automation of key service proceseses
• Unify customer loyalty through the sharing of service KPIs across all business departments
• Improve customer satisfaction with a responsive and tailored customer service through a complete visibility of all aspects of a customer lifecyle

• What are the key hurdles to delivering Multi-Channel projects
• What are the things that go wrong most often
• What are the key strategies to address project issues

Talk Talk Customer Services team leads the delivery of customer experience for the company’s millions of residential customers. With the Front Line programme, the company is addressing their customer process from end to end for the first time, tracking performance and looking to make significant improvements to service delivery. In this presentation, you will find out:

• How the impact of the customer experience lead to Front Line, and why Talk Talk knew they needed to improve
• Customer Service's 3-year plan and how Talk Talk will know it’s a success
• Early results from the programme, and how the new direction is impacting the entire organisation

• What does great customer contact look like and why is it important?
• What will the customer of the future demand?
• Are Generation Y and the Millennials really so different?
• What's the difference between a call centre and an enterprise-wide, multi-channel contact centre?
• A case study on Cisco's global contact centre operation

Morris Pentel asks delegates 10 questions that define what the real costs of customer experience are. In a highly interactive session we break down the mechanics of customer relationships and how they are managed. Delegates should leave the session with a set of tools that will help them increase customer revenue and reduce the cost of delivery service. This session includes access to excel modelling tools that have been specially created for the event that help map customer experience.