Best Practice Visit with ASOS

Come and meet the brand who have been on CX transformation journey where they now handle 85% of customer interactions by live chat.

ASOS plc is a British online fashion and cosmetic retailer. ASOS’ purpose is to give customers the confidence to be whoever they want to be.  They focus on inspiring young people to express their best selves and will meet that purpose by becoming the world’s number-one destination for fashion-loving 20-somethings.

ASOS Customer Care has an in-house model office operation based in Hertfordshire, and two Outsourcers with 9 sites globally.  They have 1500 advisors at peak and handling 9 million contacts a year, offering multi-lingual support.

Over the past year ASOS have been on a journey to transform their customer experience where they have moved from an email heavy queue based operating model to a live interactions operation. Their ‘own it’ culture has been driven by empowering front line teams to resolve customer issues first time. ASOS are now on the next stage of their transformation journey where they have started their digital self serve journey and introduced virtual assistance to their UK customers.

About the host

TBC

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Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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Where and when?

Date: Tue 17 May 2022

Time: 9:00 am - 1:00 pm

Location: Hercules Way, Leavesden, Watford, WD25 7GR

Who is it for?

Members only – contact centre managers, CX managers, operations leaders, HR business partners. Limited spaces available.

Why should you go?

TBC

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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