Agenda - Day 2

Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.

In a digital-first world, the tools may evolve, but it’s culture that sustains service excellence. Build and scale a culture that delivers consistent, high-impact customer service across every channel. Align people, digital tools, and frontline empowerment to create a service-first mindset that adapts to change without losing its human touch. Take back to your office strategies to:

• Define and embed a digital-era service culture across global teams.
• Build a values-driven framework that empowers frontline teams and managers.
• Align culture with KPIs, performance, and digital innovation.

Heighten service excellence during transformation, scale, or disruption by aligning culture, tools, and empowerment to sustain high-impact customer experiences.

Collecting customer feedback is only the first step. What truly sets high-performing contact centres apart is how they act on it. Close the loop between what customers say and what the business does by translating VoC data into meaningful changes across service delivery, product improvement, agent training, and digital experience. Source your plan of action by:

• Capturing and interpreting omnichannel feedback (calls, chats, social, surveys).
• Aligning VoC insights with operational and business KPIs.
• Creating closed-loop feedback systems that engage both customers and employees.
• Elevating agent voices as a key VoC channel.

Increase internal buy-in for CX-driven change with tools and technologies that support real-time VoC analytics and democratize feedback across departments.

Turn to journey analytics to drive smarter engagement strategies. Use real-time data and advanced analytics to understand behaviour, reduce friction, and personalize interactions at scale. Transform static call centre operations into dynamic, customer-first experiences without overwhelming your tech stack or agent workforce. Achieve a step-by-step action plan to:

• Turn multichannel data into real-time, actionable insights.
• Identify high-impact moments to drive personalization and reduce churn.
• Leverage journey data to improve CX and operational efficiency.

Enrich your contact centre with a scalable personalization strategy that drives engagement, efficiency, and measurable business outcomes.

As customer expectations rise and digital channels evolve, contact centres face the challenge of staying ahead without losing the human touch. Reimagine everything from agent enablement and omnichannel integration to automation, AI, and performance management. Develop a blueprint to:

• Integrate AI and automation without compromising the customer experience.
• Strategize for hybrid workforce success, including retention and remote team productivity.
• Align technology investments with customer and business outcomes.

Transform your contact centre with future-ready infrastructure and scalable service models to enhance operational efficiency and elevate agent engagement.

Outsourcing contact centre operations is no longer just a cost-saving measure; it’s a strategic decision that can make or break your customer experience. Choose the right outsourcing model, build high-performing vendor relationships, and ensure consistent brand voice and service quality across borders. Master the success factors to:

• Navigate global outsourcing challenges, from compliance to cultural alignment.
• Design an outsourcing strategy that improves efficiency, scalability, and customer satisfaction.
• Implement governance models to ensure accountability, quality, and performance.

Bolster brand consistency across outsourced teams by transitioning, training, and scaling outsourced operations effectively.

AI and intelligent automation are transforming how contact centres deliver value. Design systems that delight customers, empower agents, and scale globally without sacrificing the human touch. Source practical tips to:

• Leverage AI, bots, and next-generation tools to unlock innovation, streamline operations, and elevate satisfaction in every interaction.
• Build scalable global systems that deliver consistent service outcomes.
• Balance automation with empathy to enhance, not replace, the agent experience.
• Drive continuous innovation without disrupting existing service models.

Improve customer satisfaction from CSAT to real-time sentiment and long-term loyalty by integrating AI and automation thoughtfully across all touchpoints.

Some contact centres drive loyalty and revenue, while others cost your business. Pinpoint high-cost, low-value interactions, enhance agent performance, and give customers choice, speed, and resolution. Adopt best practices to:

• Leverage intelligent callbacks, coaching tools, and CX data to create contact centre experiences that are efficient, empowering, and revenue-generating.
• Identify and eliminate costly customer experiences that hurt satisfaction and margins.
• Boost revenue by empowering agents with tools, training, and real-time insights.

Increase service touchpoints into moments of loyalty, retention, and upsell opportunity by reducing wait times and abandonment rates with best-in-class callback solutions.

Managing customer experience across dozens or hundreds of locations presents a unique set of operational, cultural, and technological challenges. Standardize and elevate CX across 100+ sites, while accounting for local nuances, workforce diversity, and evolving digital expectations. Walk away with an action plan on:

• Leveraging cloud platforms and data integration to ensure consistent service delivery.
• Upskilling frontline agents across diverse teams through scalable training models.
• Creating a unified view of customer interactions to track and improve experiences enterprise-wide.
• Monitoring performance and driving accountability with location-specific KPIs.

Perfect your CX approach by establishing a centralized strategy to unify customer experiences, empower frontline teams, and drive consistent, measurable outcomes across all locations.

The customer service landscape is on the verge of transformative change. From generative AI to autonomous agents and emotion-aware interactions, the next five years will challenge everything we know about how service is delivered. Walk away with an informed outlook to future-proof your customer service operations. Create a roadmap to:

• Understand how generative AI and automation will redefine agent roles and CX models.
• Anticipate what customers will expect and demand from service organizations in the AI era.
• Develop strategies to align innovation with operational excellence and brand trust.

Advance agile, tech-enabled teams that can evolve with customer expectations to deliver consistently exceptional, human-centred experiences and strengthen brand loyalty.

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.