What's new for this year?

29th January - Conference Day One: Out of the Box Thinking

  • Reverse engineer the CX strategy in order to provide proactive service
  • Diversify telco value propositions by integrating data and additional service offerings based on customer demands
  • Learn about the role of voice and sonic branding for telecoms CX in the AI First world
  • Revisit branding concepts to unleash the power of CX
  • Take a fresh look at CJM and customer touch points of 2019+ 

30th January - Conference Day Two: Customer facing CX

  • Re-invent telco customer engagement to adapt to changing consumer habits in the digital world
  • Utilise AI & automation, such as virtual assistants to strengthen customer relationships
  • Take part in a wide selection of Interactive Discussion Groups to deep dive into specific challenges you are facing in CX
  • Learn from examples of process improvement, such as contact centre transformation for creating high touch personalised experiences
  • Drive employee engagement for a more efficient CX delivery

31st January - Conference Day Three: Customer Interactions 

  • Catch up with the future of user experience, including channel distribution, modern operational practices and knowing what matters to your customer
  • Utilise big and small data to build spot on personalised experiences
  • Learn a practical approach to AI in personalisation
  • Look at process improvement in terms of accountability, operationalisation & metrics, as well as putting design thinking into practice
  • Deep dive into problem solving in a selection of expert-led workshops on knowing what your customers want in the digital age,  creating a high impact CX and aligning employee and customer experience

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