Is the misalignment of CX priorities driving you round the bend?

Join us for world-class driving and discussion

Thursday 7th July

At Mercedes Benz World

In partnership with

Join 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.

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

11:15 – 12:00 Discussion two – Delivering blended CX

12:00 – 12:45 Discussion three – Prioritising EX

Networking 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.

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 in the simulator zone

 

*These experiences require a valid driving license.

Venue details

 

Mercedes Benz World 

AMG Suite

The historic motor-racing circuit

Brooklands Drive, Weybridge KT13 0SL

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The Co-op was caught the jaws of a demand resource squeeze and needed a solution that would enable it to effectively mobilise its contact centre team to work from home to cope with demand from existing and new services and be able to help its members, customers and wider communities more effectively.

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IPI outfits Boden with the latest Cloud technology.

Looking to enhance its contact centre solution to fit its wider IT and transformation plans, a move to the cloud was considered the next best move thus enabling Boden to future proof its strategy as an online business and e-tailer.

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