14:20 – 15:00 Customer Insight 
Disruptive Customer Care

How do you manage customer operations in a world where what was “impossible” is now an everyday occurrence? Take time for a stimulating session with Martin Hill Wilson, CEO at Brainfood and industry authority on emerging trends in customer service design. Martin charts key things we need to know about customers’ needs and the critical implications for our operations. What’s the new advisor profile? What’s the new operating model? Where do we reinvest savings from channel shift? 

Martin Hill Wilson is an independent consultant with a long standing track record in customer engagement strategy and implementation, He is a well known international speaker and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and co -author of "Delivering Effective Social Customer Service". He formed his consultancy Brainfood in 2008.