The Future of Retail Contact Centres Roundtable

The Retail Contact Centre is going through a period of unprecedented challenge and to survive it must acknowledge that Customer Experience is the new currency. As the impact of new technologies and changing customer expectations challenge the traditional contact centre models, this event will focus on two key areas:

  • The changing expectations of consumers and how organisations are responding
  • The changing role of the contact centre in delivering a new customer experience

This roundtable event will provide senior leaders with a unique opportunity to discuss and debate these key areas of focus with industry colleagues. To prompt the discussions, you will hear the latest research on consumer behaviour and employee expectations as well as the opportunity to see first-hand some of the technology solutions that are helping to reinvent the retail customer experience.

We will cover the following topics during the day:

  • Deploying and maximising the use of social channels
  • Approach to refunds
  • Use of AI to serve the customer intelligently
  • What skills and knowledge do advisors need
  • How to engage the next generation of employees

There will also be the opportunity during the day to walk through a ‘Customer Experience Showcase’ which focuses on some of the technology solutions that support customer experiences that matter.

Hear the views of organisations such as John Lewis, ASOS, Estee Lauder and LEGO at this free member event.

About the sponsor

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:

Where and when?

Date: Wed 16 Oct 2019

Time: 9:30 am - 5:00 pm

Location: London

Why should I go?

We have created a full day programme for our Retail members, which focuses on ‘Consumer Expectations’ and the ‘Skills and Knowledge required for the contact centre of the Future’. Hear the views of organisations such as John Lewis, ASOS, Estee Lauder and LEGO at this free member event.

Who is it for?

Customer Service Directors, Contact Centre Directors, Customer Experience Directors, Digital Directors, Heads of Customer Service, Business Transformation Leaders, Business Improvement Project Mangers, AI and Robotics leads, Contact Centre Managers.

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:

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