Virtual 2020 on demand

Dr Jon Dodd will guide you through a review of many human design principles that can be applied across all of your projects and remain relevant regardless of the next big thing. By attending this you ...

Conventional retail, banking and non-value-added logistics are dead. The consumer is KING and amazing customer service is the only silver bullet. The next 24 months will see old models turned on their ...

Join CallMiner's Ben Harper as he overviews how their organisation successfully deployed and rapidly evolved their speech analytics program to quickly gain important insights that aided significant im ...

How a 155yr old Building Society approaches Social Media Customer service to meet the needs of the Social customer whilst maintaining its brand values.  Customer experience is paramount and where poss ...

The attractiveness of voice biometrics for the contact centre market appears to be greatest when pitched at large contact centres (upwards of 400 seats), largely speaking in the Financial sector. Smal ...

In this session, Mervyn will explore and discuss bots and their impact on your customer experience. Is enabling your agent more effective than integrating a bot? What needs to be considered when integ ...

It's the 10th anniversary of BT's Autonomous Customer research and this year we've surveyed 6000 customers across 12 countries about their expectations from customer experience, their channel choices ...

Customer expectations, needs and behaviours are changing faster than ever before, accelerated by the pandemic. Join this session to learn the very latest about what your customers want and do, with ad ...

As the internet moves more businesses and consumers online, huge increases in inbound support volumes follow. Meanwhile, customer expectations are rising - they expect better experiences and immediate ...

Earlier this year Limetropy hosted the Customer Experience World Games. We set out to see if the spirit of collaboration which is at the heart of Limetropy VoC feedback, could be replicated across the ...