Is the misalignment of CX priorities driving you round the bend?
Share your perspective on
Thursday 7th July
At Mercedes Benz World
In partnership with
Share your perspective on the CX priorities in the retail Contact Centre
How to achieve customer loyalty; striking the balance between personalisation, empathy and efficiency.
Delivering blended (online and offline) customer experiences and maintaining consistency in the new world of retail.
What does a good employer look like in retail and why Contact Centre employee experience should be prioritised as a metric.
Agenda
10:00 Welcome, introduction and refreshments
10:15 – 11:00 Discussion one – customer loyalty
Break – refreshments
11:15 – 12:00 Discussion two – delivering blended CX
12:00 – 12:45 Discussion three – prioritising EX
Lunch
13:30 – 16:00 World-class driving experiences
16:15 Summary, key takeaways and networking
17:30 Guests may depart at their leisure
*Please let us know of any dietary requirements as soon as possible.
World-class driving experiences
You will be split into 4 groups and rotate between the below activities for a duration of 2 hours:
AMG Handling Track Discover sensational AMG Driving Performance with expert one-to-one guidance from a Driving Specialist in the passenger seat
4×4 Off-Road Driving Explore 10-acre terrain and encounter a range of daunting driving challenges
F1 and AMG GT Simulators Experience the thrill of driving like Formula 1 champions
Joined our featured speakers, Jason Roberts and Craig Farley, for an idea-sharing roundtable.
Explore the misalignment of CX priorities across Customers, Operations and Execs, the impact that this misalignment has on meeting customer expectations, and why many retail contact centres aren’t evolving fast enough.
Jason Roberts
Director, Appropriate Consulting
With over 30 years experience across both outsourced and in house operations, and having worked as a senior leader in CX and Operational leadership roles within FTSE 150 & 250 businesses, Jason is a retail industry guru. He is known in the Contact Centre industry for challenging businesses to build a clear and engaging people plan, building retention and improving CX measures against a balance of tight cost control.
Craig Farley
Head of Consulting, IPI
With over 20 years’ experience in contact centres, Craig spent the first half of his career in operational roles across the contact centre, with a particular focus on technology, resource planning and leadership. Since then, Craig has worked with leading brands across the globe, helping them utilise the latest technology and optimising their operational processes.
Craig heads up consulting at IPI where we put our hands-on industry experience to good use by enabling our clients to provide exceptional customer contact to their own customers.
How to find the venue
AMG Suite
The historic motor-racing circuit
Brooklands Drive, Weybridge KT13 0SL
