Quarterly Member Online Seminar: Focus on Customer

Each quarter members are invited to a half day mini-conference to hear from members and experts. In Q2 we will be focusing on customers. We will be talking through the current customer challenges facing contact centre management and sharing best practice, advice and ideas on how to overcome them.

Moira Clark, Professor of Strategic Marketing at the Henley Business Centre, will be sharing her latest thinking, while eBay and Limitless will tell their award winning customer engagement story and we are lining up a panel of experts to talk customer service metrics, amongst other things…

09:00 | Sign in and network on the platform

09:30 | Welcome – Leigh Hopwood, CEO, CCMA

Leigh will welcome you to the second Quarterly Member Seminar of 2021. She will share news on what the CCMA has been doing to support members and plans for 2021.

09:45 | The Changing Face of Consumer Behaviour – Moira Clark, Professor of Strategic Marketing, Henley Business School

As the UK emerges out of lockdown, Moira will explore how consumer behaviour is changing and what we can expect going forwards.

10:10 | Gamechanger: How eBay is engaging its customers – Megan Neale, COO at Limitless and Sholto Mee, Senior Director, Global Service Strategy at eBay

Best Customer Engagement Initiative at the European Contact Centre & Customer Service Awards 2020 went to eBay and Limitless for their pioneering approach that has delivered CX excellence. Here we find out how they are doing it and the impact it has had on the business.

10:30 | Networking break

Join in live chat and video chat on the platform or use the Networking ‘lucky dip’ function to make new connections.

10:50 | Planning for a Digital Call Centre – Sue Bolt, EMEA Director of WFO Solutions, NICE and David Kay, WFO Consultant, NICE

Customer behaviours are changing at a rate that we haven’t seen before. For many demographic groups, voice is never an option and it is always digital.

The big questions we have now is:
• How do we plan effectively for this?
• How do we map the channel behaviour into our WFM Tool?

We’ll hear from NICE what their advice is.

11:10 | Panel Debate: How are you measuring CX?

• Hosted by Stephen Yap, Research Director, CCMA
• Michael Sherwood, Head of Customer Experience at Atom Bank
• Claire McIntyre, Head of Customer Service, Sales & Retentions at Corgi
• Andy Cook, Customer Director at Ruroc

Stephen will open the debate asking some key questions of the audience before leading the conversation to explore what is changing in the measurement of CX and whether NPS is still relevant.

12:00 | Supporting Vulnerable Customers – Jonathan Cowie, Chief Operating Officer at VIVID

How an organisation supports its vulnerable customers could be defined by their culture. VIVID Homes went above and beyond during the pandemic and have changed their approach to further support vulnerable customers beyond lockdown. Jonathan will tell all.

Andy Cook, Customer Director at Ruroc

Andy Cook is Customer Director for Ruroc, a high growth motorbike and snowboarding helmet and apparel brand. Ruroc, and its new motocycle jacket brand Enginehawk, have their riders and boarders at their core – driving engagement and customer experience through the use of communities and digital service. Previous to this Andy has held senior customer service and contact centre positions with brands including Dyson and OVO Energy.

Claire McIntyre, Head of Customer Service, Sales & Retentions at Corgi

Passionate contact centre leader who has worked in the telecommunications industry prior to moving into home insurance. Customer experience internally and externally is key in everything we do, from building strong relationships with our network of engineers to instilling trust and a first class service for our home service customers when they are in an hour of need. NPS, CSAT and TrustPilot are our measures of satisfaction across our business.

Jonathan Cowie, Chief Operating Officer at VIVID

As a service professional, Jonathan has led transformational change in the international telecoms, utilities and housing sectors. Before joining VIVID, Jonathan was COO at Sovereign Housing, Chief Executive at City West Homes and is currently a non-executive director for the Institute of Customer Service. In his role at VIVID, Jonathan leads all our customer-facing services including customer service, repairs and assets, neighbourhoods, community investment and service transformation. Passionate about how organisations can ensure customers are at the heart of decision making, as requirements continue to evolve and change – Jonathan is a regular speaker on supporting the raising of service standards across the UK.

Megan Neale, COO at Limitless

Megan Neale is co-founder and COO of Limitless, a GigCX platform powered by AI that is empowering people to earn money for providing brilliant customer service for brands they love. Megan is widely regarded as a thought leader in digital innovation for customer experience, while devoting energy to evolve gender inclusion at all levels. Having spent her career in developing global contact centre operations and CX technology, her passion for “customer first” led her to co-found Limitless in 2016.

Michael Sherwood, Head of Digital Experience at Atom Bank

Michael is a National and European awarding winning customer experience professional, with over 20 year’s leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank, Virgin Money and Atom.

Michael’s current role is Head of Digital Experience at Atom Bank, where he is responsible for CX Insight, Customer Research, UX and Experience Design.

He is also a lead judge for the North East Contact Centre Awards, CCMA Awards and the European Contact Centre and Customer Service Awards.

With a unique combination of insight, continuous improvement, CX and operational leadership experience, Michael has a ‘total view’ of what it takes to design and deliver industry leading products and services customers love.

Moira Clark, Professor of Strategic Marketing at Henley Business School

Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management.

Moira is a leading expert in Strategic Customer Management; her main areas of research and consulting are in Customer Management, Customer Centricity, Key Account Management, Customer Experience and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of culture and climate, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention.

Sholto Mee, Senior Director, Global Service Strategy at eBay

Sholto has been with eBay since May 2019 working as Senior Director Global Service Strategy, Innovation and Design. Before then, Sholto worked at TalkTalk for 5 years, starting as Head of Customer Service & Technical Support before moving to Operations Director in 2017. Sholto has extensive board level experience and an excellent record of success in transforming customer experience, enhancing brand reputation, and driving change in complex organisations.

Stephen Yap, Research Director at CCMA

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.

Sue Bolt, EMEA Director of WFO Solutions at NICE

Sue Bolt is the Director Of WFM Solutions EMEA.
Sue has worked in the Contact Centre Industry for over 20 years, mainly in Planning and Performance
Sue joined NICE in 2009 NICE as a WFM specialist and Consultant.