15+ Experience Based Case Studies

15+ Experience Based Case Studies

10+ One to One Networking Hours

10+ One to One Networking Hours

3 Interactive Group Discussions

3 Interactive Group Discussions

The 7thAnnual Optimizing Contact Centres Summit
gathers decision makers, professionals and leading experts
from the Banking, Pharma, Aviation, Telecom, Hospitality and Retail Industries
involved in Contact, Call and Customer Operations Centres.

<p style=line-height:20px;>Wayne<br>BUTTERFIELD</p>

Wayne
BUTTERFIELD

BT

General Manager – Digital Care

CONTACT CENTRE DIGITALIZATION

Digital Care & Why it’s Different to Voice

Learn why the contact centre has forgotten to optimize the digital channels and why just replicating Voice isn’t the answer. Briefly exploring the Live Chat, Community & Social contact channels and providing the best practice and insight in knitting your digital care operation together.

  • Understanding the history of contact centres
  • Understanding your customer & current trends
  • The pros & cons of the key digital contact channels
  • Deeper dive into Chat , Social & Online Communities
  • Knitting it all together

Ultimate Session

FOR NETWORKING

Every morning starts with a great ice-breaking activity – Speed Networking Session. This session is designed to give all participants the opportunity to meet and introduce themselves to their fellow participants before the official conference starts.

Don’t forget your business cards!

Provided Networking Sessions include Coffee Breaks, Networking Lunches, a Cocktail Reception, plus informal gatherings outside conference hours – key tools for establishing future business connections with fellow industry peers.

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Ensure your attendance at
this world-class event!
AND BUY TICKETS NOW!

Be quick: Seats are
FILLING UP FAST!

For GROUP REGISTRATION
Contact please Tony Bradley
on +421 221 025 322 or
tony.bradley[at]allanlloyds.com

LEVERAGING OF VIRTUAL ASSISTANCE FOR THE NEXT GENERATION OF AUTOMATION, MANUFACTURING AND COMMUNICATIONS.

Artificial Intelligence for Intelligent Assistance – The Next Generation of Customer Service.

The way we consume information is fundamentally evolving, and in a digital age where data is readily available, this is all linked to an effort; instead of searching through a series of data or a comprehensive FAQ’s page, consumers want you to do the heavy lifting. Google Now, Apple’s Siri and Microsoft’s Cortana are all mainstream means of combatting this trend, and indeed these applications can make your life easier; proactively assessing the traffic to tell you what time to leave for work, or automatically tracking the status of your flight or parcel. The variety of applications for Virtual Assistants are expanding at an outstanding rate (largely in parallel with the sophistication of artificial intelligence and machine learning) – and not least in the contact centre.

From reducing points of ‘friction’ in the customer journey, to enhancing staff retention, to significantly reducing operating costs; the benefits are vast and varied by organisation. During my session I will be exploring these benefits in further detail, alongside the demand and varying applications for Virtual Assistant in the modern contact centre.

<p style=line-height:20px;>David<br>RICHARDS</p>

David
RICHARDS

DHL Express

Senior Director, Commercial Systems

Sample of

KEYNOTE SPEAKERS

<p style=line-height:20px;>David<br>RICHARDS</p>

David
RICHARDS

DHL Express

Senior Director, Commercial Systems

<p style=line-height:20px;>Sari<br>TEMPAKKA</p>

Sari
TEMPAKKA

Nordea

Country Head of Nordea 24/7 Finland

<p style=line-height:20px;>Wayne<br>BUTTERFIELD</p>

Wayne
BUTTERFIELD

BT

General Manager – Digital Care

<p style=line-height:20px;>Simon<br>SEPARGHAN</p>

Simon
SEPARGHAN

Barclays

Director of Global Contact Centres & Omni Channels

<p style=line-height:20px;>Olga<br>QUIROS</p>

Olga
QUIROS

Expedia, Inc.

Director, Lodging Operations (EMEA)

<p style=line-height:20px;>Joseph<br>GORDON</p>

Joseph
GORDON

HSBC Retail Banking and Wealth Management

UK Head of Contact Centres

Another Interesting Case Study from the Agenda

<p style=line-height:20px;>Simon<br>SEPARGHAN</p>

Simon
SEPARGHAN

Barclays

Director of Global Contact Centres & Omni Channels

CUSTOMER CENTRIC OMNI-CHANNEL GROWTH

Omni-Channel Customer Centric Experience

To share what we are doing with our Customer Centric Omni-Channel growth agenda

  • How we identified the customer shift to greater digitally assisted servicing
  • The development of bespoke Omni-channel capabilities around specific Customer journeys
  • How the development of ‘Barclays Real Conversation’ brings the Omni-experience together with a human touch to drive scale adoption

Who will I

MEET THERE?

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of departments from banking, pharma, aviation, telecom, hospitality and retail industries involved in:

  • Contact Centres
  • Call Centres
  • Customer Services
  • Customer Operations
  • Operations
  • IVR
  • Telesales
  • Customer Care
  • Customer Relationship
  • Customer Relations
  • Contact Management
  • Omni-Channel
  • Digital Experience
  • Channel Management
  • Customer Experience

What differentiates this conference from the rest?

Tired of attending expos, conferences or events where there is little to no interaction or debate with speakers & delegates?

Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss in intimate detail all of the complex issues that you are facing with our speakers and delegates.

Attendees of our events are leaders in their respective companies – meaning you will be able to enjoy indepth discussion with peers!

This is where the real learning & development happens

Request 12 PAGE FULL AGENDA

Venue

11th – 13th October 2016 | Berlin

MARRIOTT COURTYARD BERLIN CITY CENTER

7th Annual Optimizing Contact Centres Summit will take place in the Courtyard Berlin City Center, Axel-Springer-Str. 55, 10117 Berlin, Germany.

Things to do in Berlin:

  • Visit the Brandenburg Gate – Once a symbol of division, now a symbol for the re-unification of Germany
  • Take a Hop on/off bus tour of the city
  • Walk through Checkpoint Charlie – the principal gateway between East and West from 1961 – 1990

WORKSHOP

Workshop A

Omni-channel vs. Multi-channel

11th October 2016, 15:00 – 16:00

  • What is the busiest channel for the customers contact in 2016?
  • The Omni-channel transformation opportunities
  • How to choose the right channels for your organization and how to prepare for the new ones?
  • How to deliver a consistent customer experience across all channels?

Workshop B

Customer Insight

11th October 2016, 16:00 – 17:00

  • How to track the customer journey while keeping the customers on their preferred channel?
  • Customer feedback collection and measurement
  • Understanding of the customer personality and managing the customer engagement
  • What is required to be a leading customer experience organization today?

Request Agenda

 

Drop your details in the form and we will send you the whole 12-page brochure filled with all details about the 7th Annual Optimizing Contact Centres Summit to you.

  • See what keynote speakers will be taking part in the exclusive speaking panel
  • Explore what Case Studies will be discussed by our senior corporate speakers
  • Get the minute by minute breakdown of the conference

Leave us your details and we will take care of the rest!

Testimonials

  • Very interactive event with high profile participants

    Janssen
  • Great opportunity, I gained a lot of information also during the networking breaks

    AstraZeneca
  • Very good and informative conference

    Ferring

GET YOUR PASS!

Would you like to be a part of the 7th Annual Optimizing Contact Centres Summit?

Excellent, but be quick:
Seats are 
FILLING UP FAST! BUY NOW >>>

Don’t miss out!

All prices are 19% German VAT included. You’ll receive a confirmation and you can edit the attendee details after the purchase. Payment methods are Credit Card and Bank Transfer.

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