Event Type : CCE21 Day 3

Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

Now we’ve all experienced remote work whether we liked it or not. What are we going to remember? What are we going to implement for the long term? What are we going to put aside?

Key Take-Aways:

• Lessons learned and habits to unlearn
• Is it a new dawn, or a completely new horizon?
• How are we different now?

How “joined up” is your organisation in providing the best Cross Channel Customer Journey? Is your organisation actually providing a consistent, transparent and seamless cross channel journey?

Key Take-Aways:

• • Tangible tips to minimise differences and optimise experiences in channels
  • Ensuring sustained success by aligning changes in customer behaviour with continual evaluation of each channel
  • Insight into why collaboration and inclusion of all channel owners is the thread that joins the customer experience

The C-suite demand for operational efficiency and effectiveness remains unabated. Finding ways to continually improve processes and ways of working, while keeping the CFO happy, is critical to the success of any operation. The direct correlation between operational efficiency and high levels of employee & customer satisfaction is indisputable. This interactive session will explore the latest thinking in operational excellence, and look at how leading organisations continually rise to the challenge of “doing more with less”.

Key Take-Aways:

• Concrete ways to creating a culture of operational excellence to ensure alignment with strategic goals
• An approach to identifying where automation opportunities to turbo charge efficiency
• Ways to redefine your metrics to bring a laser sharp focus on efficiency and effectiveness
• Insight into leading an operational transformation programme to deliver large scale change

A new decade dawns and the importance of having the right people taking care of your customers remains a key competitive edge. Explore how to build a workforce fit for the 2020’s and how best to manage ever-changing customer and employee expectations.

Key Take-Aways:

• • A plan to level up your support agents to customer experience specialist with the distinct skills, traits & roles needed for a modern customer interaction centre
  • Proven best practices for recruiting highly skilled, effective communicators & problem solvers for your operation
  • A comparison of multi-skilled specialists vs channel specific experts – what works & what doesn’t when it comes to retaining & motivating your workforce

Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available on-site.

RPA offers great ways to standardize work to better serve customers, while reducing manual errors and driving down costs. Employee experience can also be greatly improved with the help of automation of repetitive tasks. This session explores a WIN-WIN-WIN for customers, employees and your business with the help of RPA, while acknowledging its pitfalls.

Key Take-Aways:

• Best practices for working with RPA
• Insight on where RPA works and where it does not
• Perspectives on the balance between efficiency and experience

Japanese Car manufacturer Mazda has transformed its operating model in Europe placing customers at the epicenter of the organisation.  The transformation process which started in 2018 is having a significant impact on Processes, Tools and People.  This presentation is about the 5 lessons learned over the journey.

Key Take-Aways:

• Insight on and acknowledgement of internal hurdles
• Lessons learned from a real case
• Key success factors for the operating model transformation

Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in.  During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalised once you are back in the office.