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Understanding the Customer of the Future

Will Carson
Director of Market Engagement
Ascensos

What do we see in retail that we expect will drive change in all areas of customer management
What are the 21st Century customer behaviours we will need to accommodate and why
Where are the disconnects today and how do we resolve them

Over the past twenty years, William has worked with the world’s leading CXBPOs including Concentrix, SITEL and Teleperformance, as consultant and board member. William also sits on the Global Sourcing Association Council and is an active member of industry forums and the Institute of Direct and Digital Marketing.

Away from customer contact, William is a non-exec director of a welfare and development charity, New Ways which operates predominantly in Turkana, Northern Kenya, and the ‘up-start’ Evershare.io, a block-chain based music publishing business. He continues to write, perform and record as a musician.

Topic

Understanding the Customer of the Future

Start

Wednesday, 31 March 2021 at 2:30pm

Duration

40 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

Understanding the Customer of the Future

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.