Tesco Bank and Modern Human will share how they worked together to understand both the functional and emotional needs of their customer base to build a workspace and experience that placed human contact at the core.
We’ve all seen how digital self-service changes the way that customers interact with our services. Online and mobile apps make it quicker and more convenient than ever for customers to get things done. So, what role does human contact really play in the modern, digital-first customer experience?
What will the role be for real, live customer service people in a future of increasing automation and artificially intelligent agents?
In this session, Tesco Bank and Modern Human will share the story of how they augmented the overall service design and reimagined the contact centre workspace. This approach focused on contact centre colleague performance systems and processes and the physical environments.
In this session, Leigh Hopwood, CEO, will chat with Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder and Chief Creative Officer at Modern Human.
The session will include:
- An introduction to Tesco Bank and Modern Human, with a short presentation from each
- A fireside chat in which Leigh will delve further into Tesco Bank’s aims, and key learnings CCMA members can take from the session
- A short video created for the session, in which contact centre colleagues report back on their own experiences, post project-delivery
- Hear from CCMA Member, PPL PRS Ltd about the benefits of music in the workplace.
- An opportunity to ask questions throughout.
This highly informative session is a must-see for anyone interested in how they can improve customer satisfaction by improving the colleague experience.
The Tesco Bank Design Practice apply human-centred-design to a range of problems to ensure that the genuine needs of Tesco Shoppers and Colleagues are served.
Modern Human is an award-winning design practice and innovation consultancy that imagines products and services that improve modern life and working environments that inspire and empower employees.
PPL PRS Ltd is a joint venture between the UK’s two music licensing organisations —PPL and PRS for Music.