200+ speakers and 10 more reasons you won't want to miss CCE

28th September 2016

Customer Contact Expo is always the highlight of our year here at CallCentre.co.uk, and this year is no exception.

Taking place on the 28th-29th September in Olympia National London, this year’s event boasts the biggest free education programme in the customer service industry. 

200 speakers. 16 theatres. All free. 

This year’s programme brings together experts from the UK’s leading contact centres, sharing advice about how they are dealing with a year of change. Hot topics this year include how contact centres are evolving with the introduction of Chatbots, Artifical Intelligence and digital self service; while at the same time improving employee engagement and creating a culture of customer service.

Customer Contact Expo takes place alongside Technology For Marketing and Ecommerce Expo, with more than 200+ speakers over two days.

If you feel as though there aren’t enough hours in the day, spending one or two days networking, learning from peers and benchmarking yourself against them will be time well spent.

Here are my highlights from the action-packed programme:

1. Killer Keynotes 

We are delighted to welcome John Roberts, Founder & CEO of AO.com to share the AO.com story. John will reveal the 10 underlying principles that make AO.com a customer-centric business, in partnership with Interactive IntelligenceAs contact centres are starting to look at the balance of agents and chatbots, we are pleased to announce that Dave Coplin, Chief Envisioning Officer, Microsoft UK will share his ideology of the connection between humans and tech. This mind-expanding keynote should provide some pointers for how we and our customers can immerse ourselves in technological advantages without losing the human touch.Ritesh Patel, Chief Digital Officer and EVP of Ogilvy CommonHealth Worldwide will share with you how healthcare industry is grasping the power of digital and create a better experience for their digital-enabled customers. 

2. Learn from contact centre leaders 

This year’s event will be packed with interesting speakers, including top brands such as: 

Hear TUI on the 5 principles you could learn to strike a balance between service and budgetCarolyn Blunt, Lead Consultant of Real Results helps you to find the balance between CSat and Average Handling TimeDonovan Elliot of Travel Corporation demonstrate how the role of a leader could drive a culture of serviceChain Reaction Cycles shares with you how they use customer voice to improve the overall business 

3. Be part of a live experiment in the Neuromarketing lab

Find out how customers’ decisions are driven by emotions rather than rational thought (Spoiler: it’s nearly all emotion).

This fascinating live experiment in ‘Neuromarketing’ in the keynote arena will demonstrate ways that you can start to manipulate that response with words, images and other cues. Be prepared to be challenged!

4. New research and benchmarking

Learning how you stack up against your peers is always valuable, so we are pleased to have the following research presentations:

Hear the results of the latest Top 50 Companies for Customer Service benchmarking research (and download your report here).Attending Dimension Data’s session to hear the Global Contact Centre Benchmarking ReportLearn about how Homeworking agents can be the secret to a happier, more productive workforce with new research from the HomeAgent Forum Benchmarking your contact centres with FurstPersonDrawing from his own experience, Craig Murray, Workplace Consultant of TSK Group demonstrate the make-over cases for contact centres, and reveal the latest research on workplace effectiveness

5. A.I. in the contact centre

Artificial Intelligence – such as Chatbots – is a technology that has huge potential to reshape the contact centre. These sessions have been selected to give you a comprehensive briefing of how to get the most from this tech:

The A.I. MasterClass Steve CEO of Black Swan will give you an overview of the potential of artificial intelligence in an hour-long exclusive lesson in how machine learning is coded and used.Will A.I. take over call centres? A fascinating panel debate with big brands giving their views.Daniel Moross, Director of Customer Experience of Moo.com proves how simple machine learning and intelligent self-service content can reduce costs and increase revenue.

6. Digital-enabled customer service

Learn how top brands are bringing digital ways of working into their contact centres.

Wayne Butterfield, DM Digital Care of BT show you how to ditch the voice-first mind-set and create sustainable digital channels.Simon Separghan, Director of Global Contact Centres & Digital Channels of Barclays Bank illustrates how they grew customer service into an omni-channel experience.Hear WDH on redesigning business and maximising efficiency with digital transformationMD of Love Energy Savings Phil Foster explains why digital self service isn’t a treat, but an asset to contact centres, and provides insight into how best to integrate new technology into a business.Nationwide to showcase and share valuable lessons around the Nationwide Now video service, and the continue drive to use technology to deliver best customer service.Lloyds Banking Group and EIG will deliver a case study on deploying a natural speech solution into a mature speech-enabled IVR, which was implemented two years ago in Lloyd’s retail banking customer service.

7. Get hands-on with the latest customer service technologies

150 suppliers covering every angle of the contact centre and customer service industry.

8. Directors Club Live 

Running alongside Customer Contact Expo, the Directors Club Live is an invite-only event featuring a high-level programme packed with keynotes and roundtable discussions, as well as networking opportunities tailored specifically for Heads of Customer Service and Directors. Directors Club Live offers a number of thought-provoking sessions led by industry experts, who will share what they’ve learned through innovative research and long-term experience.

If you think you meet the criteria and would like to attend, please let us know.

9. Three events under one roof

A focus on customers is breaking down between rmarketing, ecommerce and customer service, so new for this year we are moving two shows alongside Customer Contact Expo – Technology for Marketing and eCommerce Expo.

The three shows together provide education and technology about the entire customer journey from customer acquisition through to customer conversion and retention into one experience.

10. All this is free!

I know, I know. You don’t like to talk about anything as vulgar as money.
But free event with over 200+ speakers of this quality makes Customer Contact Expo the best value customer service event in Europe this year.

So what are you waiting for? Register to attend here.

Register now for Customer Contact Expo 2016


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Don't miss out on your chance to hear from over 200 speakers, across 15 theatres, with sessions covering everything from omni-channel customer service to workforce management, employee motivation and homeworking.

Join over 2,500 customer management professionals at Olympia London from 28-29 September.

Register now for free