Meeting the Challenge of Change in a Polarised World
THURSDAY 2ND MARCH | STOREY CLUB, LONDON
A conference focused on maximising success, delivering tangible business value and embracing the opportunities presented by digital innovation.
In the face of an economic downturn, businesses face slowing growth and demanding expectations on their teams and infrastructure.
How can these organisations seize the competitive advantage, drive stronger, more resilient service, and scale without sacrificing trust or wellbeing?
Click each presentation to download the slides:
What you missed
Our speakers:
Jo Causon
CEO of The Institute of Customer Service
Keeping the focus on customers in the new world of work.
Stephen Yap
Director of Research at CCMA
Key Success Factors for Contact Centre Implementations
Emily Freeland
CX Strategist at Zendesk
Seizing success: leveraging digital innovation to deliver rich, personalised and immersive experiences.
Gregg Widdowson
Director of Portfolio Sales Engineering EMEA at NICE
Lighten the load on agents and reduce operating spend.
Morning Agenda:
10am – Arrivals and Registration – grab a coffee and a notebook and find a seat!
10.30am Welcome and Introductions
Route 101 CEO Russell Attwood will open our session, before delivering the keynote address: Serving a Polarised World: How do you scale your operations without sacrificing trust or burning out your people?
11am – Key Success Factors for Contact Centre Implementations
Delivered by Stephen Yap, Director of Research at CCMA, this session will debut some key findings from an exclusive research project, delving into the key factors that determine whether transformation projects succeed… or fail.
11.30am – Lighten the Load on Agents and Reduce Operating Spend
Delivered by Gregg Widdowson, Director of Portfolio Sales Engineering EMEA at NICE, this session will delve into tools and techniques organisations can employ to reduce demand on live agent time.
12 midday – Unlocking Customer Potential
Eihab Mohamed, SVP of Business Transformation at Teleperformance UK talks about the value opportunities created when you "get down and dirty with your data".
12.45pm– LUNCH
Take the opportunity to connect with your peers, drop in to our demo hubs for some advice from the Route 101 teams, meet some of our key technology vendors, and, of course, enjoy some refreshments!
With thanks to our partners and speakers from:
Afternoon Agenda:
1.25pm - Return and recap from Route 101
1.30pm – Keeping the Focus on Customers in the New World of Work
Delivered by Joanna Causon, CEO of the Institute of Customer Service, this session will explore how businesses can ensure they meet the needs of customers whilst supporting service teams to deliver.
2.15pm - Seizing Success: Leveraging Digital Innovation to Deliver Rich, Personalised, and Immersive Experiences
Featuring exclusive insights Emily Freeland, CX Strategist at Zendesk, and drawing from the Zendesk CX Trends Research 2023.
2.45pm – Coffee Break
Refuel, recharge, and come back energised for the final section.
3pm – The Art of Great Customer Conversations
How to ensure your service communications (whether they’re audio, written or conversational) are helping you to delight your customers and save money. Learn from Mazaru how you can better understand your business and customer challenges and solve their problems.
3.30pm – Wrap up and Thanks
4pm – Networking drinks
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If you're a CX leader looking to connect with your peers and get some firsthand insights into the customer experience landscape, this event is not to be missed.
Russell Attwood, CEO of Route 101
Some great speakers and really took away lots of things to consider.
Head of Customer Service
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