For consumers and business customers alike, email is an important channel to service customers. It’s a channel that was once considered a challenger to voice calls. It has found its place in customer contact management but now its own existence is under threat.

Why? Email response rates are known to be slower than digital channels that are seemingly taking over. There is a place for email, but what is effective email management and what do customers want from this channel?

We’re going to explore what the advantages and disadvantages of using email as a customer service channel are. We’ll ask, should organisations consider switching off email altogether?

Stephen Yap, our Research Director, will share the latest insights into channel usage. He will explore where there is a place for email, and where WhatsApp is winning.

Then we’ll understand why its important for channels to work together to deliver a seamless customer service when Ian Ashby, Principal Strategist EMEA for Customer Service at ServiceNow and Jeff Flynn, Advisory Solution Consultant for Customer Service at ServiceNow, share their advice around channel workflows.

Finally, we’ll interview James Bath, Head of Customer Service EMEA at Dyson, to find out why they switched off their email management in favour of WhatsApp. How did they do it and what benefits have they derived from the move? You’re invited to ask him questions that we’ll pose to him live.

About the speakers

James Bath

James Bath is Head of Customer Services and Operations for Dyson Europe, running a large scale multi-market, multi-channel CS operation across EMEA. An enthusiastic CS leader, passionate about pioneering change and delivering through his people/teams.

Prior to this, James has spent many years working across business change and transformation spanning retail, financial services and utilities.

 

Ian Ashby

As the Principal Strategist of ServiceNow’s Customer Service team, Ian helps organisations achieve successful Digital and Customer Service transformation initiatives.

Previously Ian was the Senior Vice President of Global Support at Epicor Software Corp., a leading B2B software vendor, where he had responsibility for the company’s world-wide customer service operations, with teams operating across 16 service centres in 11 countries. Ian was a member of the Epicor Executive Leadership team and led the highly successful EpicCare customer service transformation program for all customers & partners, all products, world-wide, delivering outstanding success including increased customer satisfaction, incremental revenue, reduced costs and improved business agility.

Ian has also held senior leadership roles in a number of other technology companies, including eGain, Honeywell, Avaya and Cable & Wireless. Ian has an Honours Degree and a Master’s Degree from Cambridge University and currently lives in the UK, to the west of London.

LinkedIn profile

Jeff Flynn

Jeff has worked for ServiceNow in a Solutions Consulting role since 2011, helping customers to realise the value of the platform. He has over 25 years’ experience in various customer service roles from being a first line agent through to managing customer service teams. Focused on advising how to incorporate the latest technologies including Artificial Intelligence, Analytics and Machine Learning into modern contact centres, Jeff has a wealth of expertise in customer workflows.

 

Stephen Yap

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he designs and delivers bespoke research on topics of interest to the contact-centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation.

Prior to this Stephen spent almost 20 years with two blue-chip research firms: Kantar and Ipsos. For more than 20 years Stephen has helped some of the world’s most recognisable brands uncover and satisfy their customers’ wants and needs.

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Where and when?

Date: Wed 21 Apr 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

If you’re looking at channel best practice, questioning email or looking at WhatsApp, this is for you

Why should you go?

Find out about channel management and ask our member about their switch from email to WhatsApp

How much is it?

Free to attend

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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