Navigating the Shift: Creating an Experience Hub

Today, contact centres are not just charged with the task of delivering support to fix issues, but also enhancing customer experience and capturing incremental revenue. For this to become a reality, it is key for leaders to shift their focus from providing satisfactory customer service to creating a consistent, efficient, and personalised customer experience across all channels, building loyalty and lifetime value.

Hosted by Kate Law, CCMA’s Membership & Learning Director, this CONNECT event delves into the strategic journey of reshaping traditional contact centres into dynamic hubs for customer engagement. Focused on sharing best practices, approaches and real-life examples, speakers such as Martin Hill-Wilson from Brainfood Consulting, Sean O’Boyle from Diligenta, Joe Burke from Go City, Jessica Ham from nPower Business Solutions and Maarten Copini from NTT Data, will explore practical strategies, emphasising on how to move towards channel-less support for a seamless experience, uncover insights on enhancing frontline colleague productivity through AI, while mastering customer value management to ensure lasting connections.

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.

Agenda

09.00 Arrive and Networking
09:30 Welcome

Hear the latest news and updates on the CCMA and what to expect from the day.

Kate Law, Membership and Learning Director, CCMA
09:45 Open Mic: Contact Centre vs Customer Hub

This CONNECT event will kick off with an open mic session. We will discuss where your organisation stands – Contact centre vs customer hub? We’ll be asking questions such as:

  • What channels do you use today to deliver service to your customers?
  • Which of those channels are most effective to drive customer engagement and loyalty?
  • Do you use social listening to drive customer experience?
Kate Law, Membership and Learning Director, CCMA
10:30 From Here to There: A Leadership Blueprint

Call centres became contact centres, and now there’s a new change happening. Technology is getting better, and customer experience is improving too. Both are focused on enabling end-to-end capability – CX aims to overcome problems caused by separate organisational cultures, such as high costs and missed opportunities. Different customer technologies can now be brought together to operate as a single ecosystem, enabling end-to-end customer value management as an operational reality. All that’s needed is a great plan and appetite to move from Here to There.

After this session, you will leave with the first version of your own plan. From the ability to imagine the end state, to what needs setting out in terms of foundation capability, followed by new organisational habits you will need to embed.

It needs brave, persistent leadership, great story telling and intentional agility. But the outcome and benefits are just what customer engagement in 2024 is crying out for.

Get ready to be challenged.

Martin Hill-Wilson, Brainfood Consulting
11:00 Break
11:20 Case Study Jarrod Wisniewski, Associate Director of Customer Service, Holiday Extras
12:00 Panel debate: Mastering your customer value proposition

During this panel debate, our speakers will share best practice, thoughts, and insights of where they are on their customer value proposition and how they are focused to drive customer loyalty.

Our panel will share how they keep up with customer expectations to truly drive a customer centric hub.

Hosted by Kate Law, Membership and Learning Director, CCMA with

  • Sean O’Boyle, Head of Contact Centre, Diligenta
  • Joe Burke, VP Partner & Customer Care, Go City
  • Jessica Ham, Head of Mid Market Performance and Insight, nPower Business Solutions
  • Maarten Copini, Customer Experience GTM Director Europe, NTT Data
12:45 Lunch

The Venue: The Soho Hotel, London

Situated on a quiet street in the heart of London’s entertainment neighbourhood, The Soho Hotel is within walking distance to lots of hotels, restaurants, bars, and theatres.

The CCMA CONNECT event will take place in their state-of-the-art screening room used previously for private screenings, press launches and more.

Directions

Full address: The Soho Hotel, 4 Richmond Mews, London, WID 3DH

The nearest tubes are Oxford Circus, Tottenham Court Road and Piccadilly Circus. For more information, click here.

About the Speakers

Martin Hill-Wilson, Brainfood Consulting

Martin Hill-Wilson has been delivering innovative learning programmes to customer facing teams for over four decades. He blends his expertise in chairing, facilitation, thought leadership and mentoring with an early career immersion in experiential training to design effective and fulfilling learning journeys. They are also great fun to be part of and you are guaranteed to leave a Martin session with a whole new perspective.

Jessica Hamm, Head of Mid-Market Performance and Insight, nPower

Jess has been in the energy industry for 15 years.  Currently, Jess is Head of Mid-Market Performance and Insight and is passionate about getting things right first time and being the voice of the customer.

Prior to this, she was Head of Customer Service for five years, having a pivotal role in the integration of npower and E.ON (now known as nBS).  For several years before this, Jess was in commercial roles and Head of Retention Sales.

In 2023, Jess was awarded ‘Highly Commended Contact Centre Leader of the Year’ by the CCMA and Head of Contact Centre Award by UKCCF.  Since then, Jess has been a judge for both UKNCCA and the European Contact Centre and Customer Service Awards (ECCCSA).

Joe Burke, VP Partner & Customer Care, GoCity

Joe is an accomplished and highly successful executive with extensive experience in transforming customer support operations globally. He believes in the use of technology to remove customer friction, simplify the agent experience but never comprise on the delivery of an exceptional customer experience.

Whilst Director of Customer Service at Booking.com in 2018 his site won Best Large Contact Centre at the European Contact Centre and Customer Service Awards (ECCCSA).

Maarten Copini, Customer Experience GTM Director Europ, NTT Data

Maarten has over 24 years of experience in CX strategy, innovation and technology. As GTM Director Europe he drives NTT DATA’s growth as a leader in consulting, managed and outsourced services and solutions for customer experience.

 

 

Nerys Corfield, Contact Centre Consultant, Injection Consulting

Before setting up her consultancy, Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Since setting up Injection Consulting, Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for, and an assessor of vendor technologies. This 8-year immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits, delivering transformation programmes, judging prestigious awards like the European Contact Centre and Customer Service Awards, chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

For the last 5 years Nerys has worked hand in glove with Atos Unify as a Contact Centre Consultant for their global client base bridging the gap between the operational needs and the contact centre technologies available in the market.

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

Kate Law, Membership and Learning Director, CCMA

As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

About the CONNECT event series

Hosted on CCMA member sites around the country, the CONNECT event series aims to bring our members together again, at a local level, as we start to emerge from the restrictions of the pandemic. They aim to deliver insights, enable talking points and give you a chance to hear the views and experiences of others.

Each event will take place in a different town or city around the UK and will cover different relevant topics appropriate for contact centre leaders and those that run contact centre operations.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

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This event is now fully booked

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Where and when?

Date: Wed 24 Apr 2024

Time: 09:30 - 14:00

Location: The Soho Hotel, Central London

Who is it for?

Contact centre leaders and those looking to enhance their customers experience. CCMA members only.

Why should you go?

Network with peers and learn from others around best practices and approaches to moving towards seamless customer experiences whilst mastering customer value management.

How much is it?

Included as part of CCMA Membership

This event is now fully booked

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