Face to face series spanning the north and south of England
Bridging CX innovation and Business Success
In today’s competitive business landscape, delivering a personalised customer experience has become a key differentiator.
This event will delve into the techniques for directly impacting customer satisfaction plus unlocking ROI and cost optimisation. It will provide actionable tips and best practices that can be implemented immediately, leading to improved customer loyalty, higher retention rates, and increased positive word-of-mouth referrals.
We are featuring a renowned expert in the field, Steve Morrell from Contact Babel, who will share valuable insights into customer drivers and actions that contribute to a personalised customer experience. You will gain exclusive access to his expertise and learn about the latest trends and strategies.
You will hear from one of our clients who will provide a real-life example and practical insights into the process, challenges faced, and the remarkable outcomes achieved by a business that prioritised personalisation.
Networking and demo opportunities: You will have the chance to connect with like-minded professionals, industry peers, and potential collaborators. The event will be a valuable platform for sharing experiences, exchanging ideas, and building relationships that extend beyond the event itself. And of course you can visit the demo lounge to engage with interactive demonstrations, allowing you to see practical applications of the concepts discussed during the event.
All followed by lunch and a guided stadium tour.
|9.00||30 mins||Arrival and refreshments|
|9.30||30 mins||Welcome and introduction with Sat Sanghera
Setting the scene & Mega trends (overview of the series)
|10.00||30 mins||Customer drivers and actions for personalised CX with Steve Morrell|
|10.30||30 mins||Personalised CX is not just a trend with Steve Murray
How to directly impact customer satisfaction, loyalty, and business performance
|11.00||30 mins||Break – Visit the interactive Demo Suite|
|11.30||30 mins||The anatomy of a personalised customer experience: Unlocking ROI and cost optimisation with Craig Farley and Annabelle Goymer|
|12.00||15 mins||Customer story exclusive from Liberata|
|12.15||15 mins||Round up and Q&A|
|12.30||60 mins||Lunch, networking and Demo Suite|
Sat is the CEO at IPI. A visionary leader in the technology industry, with a proven track record of innovation and business growth. Sat drives the company’s strategy, underpinned by his passion for building a purpose and people led culture. Under his guidance, IPI continues to build new capabilities to provide clients with Exceptional Customer Contact
Steve is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over twenty years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
Annabelle is the Head of Success here at IPI, specialising in Customer Success, Training and Enablement and Consulting to support clients in achieving their financial and service goals across digital and multi-channel landscapes. Annabelle has over 25 years of experience within the Contact Centre industry across a number of roles including operational leadership, strategy consultant and programme management.
Craig is the Head of Solution Consulting at IPI. He has over 20 years of experience working in Contact Centre operations and leadership, putting him in the perfect position to advise and consult on the best ways to optimise your current Contact Centre environment.
Steve is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK & US contact centre industries. He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.