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2019 Customer Engagement Summit

DAY 1 AVAILABLE PRESENTATIONS Plenary KEYNOTES 09:05 The Truth about Trust Helen Wilson, Global CXO of Customer Experience, Ipsos Mori View Presentation Slides 09:25 Where Brand Loyalty, Emotional Intelligence and Technology

2019 Customer Engagement Transformation Conference

  HALL 1 AVAILABLE PRESENTATIONS Plenary 09:05 Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy View Presentation Slides 09:35 Becoming Millennial - Transforming

2016 Future of the Contact Centre Leaders Forum Available Presentations

Available presentations 09:10-09:40 Opening Keynote: Superagent 2020 – The Future of the Contact Centre Dr Nicola Millard, Head of Customer Insight & Futures, BT View presentation 10:05-10:30 The Future of

2017 Future of the Contact Centre Conference Available Presentations

HALL 1 AVAILABLE PRESENTATIONS OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1 09:10 Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group View

2016 Evolution of the Voice of the Customer Directors Forum Available Presentations

Available presentations 09:10-09:40 HOW TO DELIVER SUPERIOR CUSTOMER EXPERIENCE THROUGH VOC AND VOE PROGRAMMES Joana Van Den Brink-Quintanilha, Forrester View Presentation 09:40-10:05 METRO BANK: A CASE STUDY Andrew

2016 CX Strategy & Innovation Leaders Forum Available Presentations

AVAILABLE PRESENTATIONS 09:40-10:10 Opening Keynote: The Intuitive Customer: Seven Imperatives for Moving Your Customer to the Next Level Colin Shaw, Beyond Philosophy View presentation 10:10-10:40 Nissan Case Study:

2015 Customer Engagement Transformation Directors Forum Available Presentations

Available presentations 10:30-10:55 Ready for the digital future of customer engagement? Tony Smith, Head of Business Development, CCAAS, Dimension Data View presentation 11:40-12:05 Customer Service at 100MPH: The Art of

2017 Customer Engagement Transformation Conference – Available Presentations

HALL 1 AVAILABLE PRESENTATIONS TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1 09:10 O2 Case Study: A Digital World of Choice and Possibilities – Transforming to Stay Ahead Gareth Turpin, Director of Customer Service and Transformation,

2015 Customer Engagement Summit Presentations

HALL 1 AVAILABLE PRESENTATIONS PLENARY KEYNOTES 09:45 A 20:20 vision for CX. Mark Hillary, Carnaby Content. View presentation slides Video unavailable 10:15 What drives the service ethos at the John Lewis Partnership? Is

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