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Proactive Interactions Overtakes Reactive Interactions

Donna Czyzewski
Head of Customer Contact Centres
IAG (International Airlines Group)

Full details

Content:

The evolution of Customer Contact by 2025
Customer contact benchmarks of the future
Evolution of remote working that delivers a great colleague experience

Key Outcomes:

Understand what the world of Customer Experience will look like in 2025
Identify areas of focus that organisations could be considering
Recognise how Colleagues in a remote environment can add value to your brand and culture

Donna’s role is focused on creating a strategy that will provide a brilliant customer experience for the IAG Groups most Loyal customers, which in turn will lead the teams within the contact centre, to deliver this experience. Donna has spent most of her career within the airline industry having spent 17 years in British Airways carrying out various roles, including leading the US Customer Contact organisation where she spent 3 years living in the US. Donna has also spent time in People roles, mainly as a HR Business Partner for BA digital and retail teams. Her ambitions are always centred on providing a positive customer and colleague experience within an organisation.

Topic

Proactive Interactions Overtakes Reactive Interactions

Start

Wednesday, 31 March 2021 at 1:30pm

Duration

45 minutes

Sponsor

Quick Agenda

9:30am Welcome to Contact Centre Leaders Convention 2022 by Jane Thomas

9:45am Building a Happy and Productive Hybrid Workforce for the Long Term by Paul Whymark

10:45am A loud revolution; How we expect contact centre recruitment and retention to transform in 2022 by Katy Forsyth

12pm The Transformational Contact Centre – Bringing the Spirit of Transforming to Life – Contact Centre of the Year 2021 by Donna Czyzewski

1pm A Ride Across The Badlands by Nick Elston

2pm Sitel’s EXP+ – Transforming the Customer and Agent Experience by Richard Mitchell and Nathian Carnell

3pm Agile HR Strategies to Attract and Retain Talent by Jo Regan-Iles

3:45pm Summary by Jane Thomas

Ask

Proactive Interactions Overtakes Reactive Interactions

John Davies February 23, 2021 2021

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In an ever-changing world, join us for a unique opportunity for contact centre leaders across the UK to collaborate and share best practice and industry insight. A full programme will deliver industry insight and best practice at the UK's leaders event of the year.

Ask a Question to our Speakers

Any questions asked throughout the day will be collected and asked at the LIVE! Q&A session at 4pm.