Exploring the technological advances and digital approaches that are changing service models across all industries, Route 101 and the SWCCF's new Transformation and Innovation Group will discuss the emerging strategic priorities and the tools and techniques leaders must adopt to secure an operational advantage.
Register to join the group to connect with your peers and discuss your:
Trends and Challenges
Leadership and Culture
Technology and Tools
People and Processes
This is an exciting new group designed to foster open discussion and frank appraisal of the behaviours and innovations shaping the customer and agent experience today.Download report from previous session.
I’m a contact centre and customer engagement specialist; helping UK businesses to manage the ongoing challenge of combining new CX technologies such as Artificial Intelligence with traditional methods of contact. I work with clients to build a best-in-class omnichannel customer experience and drive tangible gains in EBITDA, gross margin, and revenue per employee. I help businesses to deliver frictionless, personalised service. Many leaders are struggling with delivering meaningful change and transformation within contact centre environments that are already overloaded and under-supported. Our vision for this group is to explore the approaches and technologies that are shaping the customer and workforce experience today and to encourage members to share their insights surrounding approaches to Transformation and Innovation within their own organisations.