Proactive Contact = CX and Efficiency

CCMA research reveals that consumers like proactive contact if there is something in it for them. For example status updates, responses to outstanding queries, being taught how to self-serve or being offered better deals. The channels used for this proactive engagement depend on who your customers are and how they want to interact with you.

Organisations that use their insights to understand why consumers make contact and which channels provide the greatest engagement rates, and then design and implement an appropriate proactive approach, reduce inbound contact and build loyalty by improving the customer experience.

As contact centre leaders strive for increasing efficiency in order to manage costs whilst under pressure to improve CX, deploying a structured and considered approach to proactive contact can result in taking back control of your call demand. The question is, where does this work best?

During this one hour online seminar, your host, Leigh Hopwood, CEO at the CCMA, will explore:

Examples of where proactive engagement really works in service
How being proactive can support vulnerable customers
Which channels for which purpose
Where proactive contact delivers sales
The GDPR implications of proactive contact

As always, this is an opportunity for you to ask your questions to the panel, including Andy Cook, Head of Colleague & Customer Success at AXA Health, Dan Edwards, Head of Customer Centre Operations at Cadent and Hamish Cliff, Head of Consulting at BSL, and share your comments and experiences with the audience. Register to join us live.

About the Speaker

Dan Edwards, Head of Customer Centre Operations, Cadent

Dan is a multi-award winning leader with +25 years’ experience in Customer Experience, +20 of those in the utilities industry. He is the Head of Customer Centre Operations at Cadent, and currently leads the National Gas Emergency Service team on behalf of the UK. Dan brings a wealth of leadership, incident management, change management and continuous improvement experience. Passionate about ED&I, ensuring that everyone has an opportunity to grow and succeed.

Andy Cook, Head of Colleague & Customer Success, AXA Health

Andy has an extensive background in customer facing and contact centre industries in a diverse range of D2C leadership roles across financial services, energy and consumer tech. Delivering transformation in service experiences, primarily centred around the digitisation of service experiences and the use of technology. He is passionate about the benefits that combining technology with amazing people can bring to customer experiences.

Book your place(s)

Your organisation: ^*

Attendee 1 email: ^*

Attendee 1 first name: ^*

Attendee 1 last name: ^*

Attendee 1 job title: ^*

Attendee 1 phone number: ^*

If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

Attendee 2 First name:

Attendee 2 Last name:

Attendee 2 Job title:

Attendee 2 Email:

Attendee 3:

Attendee 3 First name:

Attendee 3 Last name:

Attendee 3 Job title:

Attendee 3 Email:

Attendee 4:

Attendee 4 First name:

Attendee 4 Last name:

Attendee 4 Job title:

Attendee 4 Email:

Attendee 5:

Attendee 5 First name:

Attendee 5 Last name:

Attendee 5 Job title:

Attendee 5 Email:

Attendee 6:

Attendee 6 First name:

Attendee 6 Last name:

Attendee 6 Job title:

Attendee 6 Email:

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.

Supported by

Where and when?

Date: Thu 27 Feb 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

Be inspired with ideas to shape your contact centre strategy.

How much is it?

Free to attend.