Tomorrow morning, we will open our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and beyond,” at the Hotel Sofitel Legend the Grand Amsterdam.
This exclusive invitation-only event takes the customer to brand relationship as a starting point for business in 2018. We will be exploring customer experience (CX) topics that can really deliver a competitive advantage to your business.
The forum will attempt to project into the future of customer service and channel preferences. We will use insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels.
Here are some details on the agenda and the subjects that will be discussed on Thursday:
We are delighted to welcome the futurist and innovation strategist Anders Sorman-Nilsson who will open the day by taking us into the future and exploring how CX might change and evolve.
Next up we have the excellent Mike Havard, founder of service strategy group Ember, will explore how customer engagement is evolving and how brands can modify their engagement strategies to meet the expectations of modern customers.
Up next it’s over to Paulo Righetti, the CEO of GN Research, who will explain the importance of omnichannel service and how the increasingly complex customer journey has changed the way customers interact with brands to get a deeper understanding of customers’ thoughts, behaviors and needs - for different countries, industries, channels and generations.
We then follow that with the energetic, charismatic and inspirational speaker Stefano Scabbio, the President of Manpower Group for the Mediterranean and Eastern Europe will talk about the increasing status of customer service agents. How can brands use ‘super agents’ to up their game and create a fantastic CX?
We then shift the focus to what is on everyone’s tongues - security in CX. Simon McDougall, Managing Director of the global privacy and data protection practice at Promontory, will explain the importance of GDPR enforcement in Europe and how this may affect the way companies handle customer data all over the world.
Whether you are interested in the development of CX super-agents, how companies are making omnichannel service really work for them, or the increasing importance of protecting your customer data, this event will feature topics of interest for you and even if you are not with us in Amsterdam today you can still participate online and socially.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance global Live Twitter feed.
Please use the links here to follow all our social content and please feel free to comment or ask questions – our moderators will be looking out for feedback and can direct comment to the speakers on stage today.
Publish Date: March 21, 2018 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
|CX in the New Normal: Evolving Together with the Digital Shift||May 26, 2020 5:00 AM|
|Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined||May 19, 2020 5:00 AM|
|Key Points: The CX Lab’s 2019 Global CX Survey||March 31, 2020 5:00 AM|
|High-tech, High-touch for a Better Customer Experience||March 3, 2020 5:00 AM|
|The World of Retail is a Ground for Innovative CX||February 11, 2020 5:00 AM|
|Getting in Touch with Tech and the Human Experience||January 30, 2020 5:00 AM|
|Cruise Control: Latest Dispatch from the CX Lab||January 9, 2020 5:00 AM|
|Delivering Exceptional Service through Emotional Intelligence||December 17, 2019 5:00 AM|
|Simpler, Faster, and Better Chat Experience||December 12, 2019 5:00 AM|
|Customer Experience in the Time of Feedback||October 31, 2019 5:00 AM|