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Customer Strategy & Planning 2017 Presentations & Videos

Catch up on the wide range of Innovation Award finalist case studies, technology showcases, workshops and keynote presentations, representing the interest and challenges of our whole community of continuous improvement. A vital part of our community’s year, Customer Strategy & Planning is where we celebrate achievement, learn from the top performers, share best practice and in many cases move the boundaries of what ‘good looks like’.

Select the presentations and videos from the matrix below. Further videos will be added over the next month.

 Conference Agenda Monday 24th April

Breakthrough: Be stimulated and inspired by todays opening speakers to release potential within yourselves, your team and your organisations - and set yourself up for the day ahead.

Find out more

See the full presentation slides . Watch the video of Nicola Callan's talk.

Awards Case Studies Awards Case Studies Awards Case Studies

 

TUI: See how key

customer issues were opened up & resolved to achieve Contact Centre Transformation.

Find out more

See the full presentation slides and watch the video
FCA: Focus on quality of service and

management of risk at this high-profile regulator.

Find out more

See the full presentation slides and watch the video

BT: Transforming field

service by engineers, giving them autonomy & choice, delivering £25m savings.

Find out more

See the full presentation slides and watch the video

     
L&G: See how people

build success with continuous improvement, engaging people and making change stick.

Find out more

See the full presentation slides and watch the video

Aegon: Choice

architecture drives better conversations. See proven results from a rigorous pilot programme.

Find out more

See the full presentation slides and watch the video

Volatility & Flexibility: Hear about the latest

development from members and previous award winners.

Find out more

See the full presentation slides and watch the video

Learning & Development:

Innovative members share key success stories and the value that drives in their business. Panel discussion with Q&A.

Find out more

See the full presentation slides and watch the video

QStory Showcase:

Practical examples of operational analytics and effective real-time automation.

Find out more

See the full presentation slides




 

   
Analytics Keynote: A case study presentation and the chance to ask questions of professional experts on speech & text analytics.

Find out more

See the full presentation slides and watch the video
Workshop: Deepen

your skills on influence & stakeholder engagement: how can we speak the language of the board?

Find out more

See the full presentation slides and watch the video

 




 
Benchmarking & Accreditation: Discover

how pioneering members take key support teams to the next level.

Find out more

See the full presentation slides and watch the video

Challenge Workshop

for Quality & Customer Experience. Action learning & support, by invitation only. Join the challenge.

See the full presentation slides

Customer Experience: Where
do I Stand on the CX Journey?:
 Join Confirmit to help assess where you are and ensure you get where you want to be . Presentation followed by round tables.

Find out more


Marketplace: Round-tables on topic areas prioritised by members.
Forecasting – Accuracy 
Discuss how to improve your forecasting and dispel the myth of accuracy, along with practical tips for capacity planning modelling.

Planning for Digital Discuss latest research on web chat and Omni Channel, understand how to plan more effectively and how your customer demand profile could change in future.

Automation in the Contact Centre Discuss how robotics and agent assisted automation could revolutionise your contact centre.

Speech Analytics Hear from practitioners and discuss how you gain measurable benefits from speech analytics. 


Professional Development: Opportunity to discuss and develop your professional development skills with senior business leaders.

Business Psychologist
Take a change to meet with the behavioural psychologists who helped Aegon to transform sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them. 

Digital Transformation:

Insight on the latest developments. Panel discussion with expert speakers and Q&A.

Find out more

See the full presentation slides and watch the video

Challenge Workshop

for Data, Analytics & Insight. Action learning & support for, by Invitation only. Join the challenge

See the full presentation slides


Leadership Forum:

Releasing Potential: Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only. 

Find out more

See the full presentation slides
Marketplace: Round-tables on topic areas prioritised by members.

Voice of the Customer Discuss current best practice and different approaches to driving continuous improvement from listening to your customers.

Speech Analytics Hear from practitioners and discuss how you gain measurable benefits from speech analytics.

Planning Back Office & Blending Discuss key consideration of the Back-Office planning cycle, learning from practitioners and technology suppliers.

Scheduling – Flexibility Strategies Discuss the key consideration behind effective flexibility strategies that are agile and future proof

Business Psychologist
Take a change to meet with the behavioural psychologists who helped Aegon to transform sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them. 
 
Keynote:  Enjoy powerful keynote speakers.

Discover how to behave with purpose and pioneer breakthrough. Explore how to make the most of your potential as a professional. Take today's inspiration into your workplace.

Find out more

See the full presentation slides. Watch the video of Martin Carver, Charmaine Vallance-Poole & Chris Rainsforth's talks.

Workshop: Nick Herbert explores what good looks like for customer emails, with practical, powerful tips on how to write successfully.

Find out more

See the full presentation slides and watch the video

 

 Conference Agenda Tuesday 25th April

Breakthrough: Be stimulated and inspired by todays opening speakers and set yourself up for the day ahead.

Find out more

See the full presentation slides. Watch the video of Rchard Abdy's talk.

Awards Case Studies Awards Case Studies  Awards Case Studies 


HSBC: See how assisted

customer journeys are transforming customers' experience.

Find out more

See the full presentation slides and watch the video
Staples: Insight,

resourcing & operational transformation across Europe.

Find out more

See the full presentation slides and watch the video

IFDS:  See how

productivity in the back office has jumped with operational engagement, focus and the use of gamification.

Find out more

See the full presentation slides and watch the video

   
Shop Direct: Outsourcing

& digital transformation, see what successful outsourcing partnerships can deliver.

Find out more

See the full presentation slides and watch the video

Sky Bet: Segmentation: Creating a culture of experts, doubling the customer base and managing volatile demand.

Find out more

See the full presentation slides and watch the video

Three Ireland: See

how the creativity of individual analyts made possible visual, multi-channel, real-time dash boards.

Find out more

See the full presentation slides and watch the video

 

Benchmarking & Accreditation: Discover how pioneering members raise standards, taking Planning, Insight & Quality to the next level.

Find out more

See the full presentation slides

injixo Showcase – Agent Engagement: How to Nail It Happy agents mean happy customers. And staff turnover hurts the bottom line by thousands every time you have to replace an agent. Join injixo and Care UK for some top tips on how the resource planning team can boost engagement.

Find out more

See the full presentation slides and watch the video.


   
Aspect VIA Showcase: Come and understand more about Aspect Via -  the complete customer engagement centre in the cloud.

Find out more

See the full presentation slides and watch the video

Workshop: A fantastically enjoyable way to develop or core skill. The Method, builds on their top-rated workshop from last year.

Find out more

See the full presentation slides and watch the video



 
Award-winning expertise:

How do you build impact and credibility? Hear how previous award winners built on success at Direct Line, QVC, RSA & Autoglass®.

Find out more

See the full presentation slides

Learning & Development:

Innovative members share key L&D success stories and the value this drives in their business. Panel discussions with Q&A.

Find out more

Watch the video



Marketplace: Round-tables on topic areas prioritised by members.
Automation in the Contact Centre Discuss how robotics and agent assisted automation could revolutionise your contact centre.

Voice of the Customer Discuss current best practice and different approaches to driving continuous improvement from listening to your customers.

Customer Journey Mapping Opportunity to discuss methods for mapping effective customer journeys.

Scheduling – Flexibility Strategies Discuss the key consideration behind effective flexibility strategies that are agile and future proof

Planning Back Office & Blending Discuss key consideration of the Back-Office planning cycle, learning from practitioners and technology suppliers.

Planning for Digital Discuss latest research on web chat and Omni Channel, understand how to plan more effectively and how your customer demand profile could change in future.

Forecasting – Accuracy Discuss how to improve your forecasting and dispel the myth of accuracy, along with practical tips for capacity planning modelling.

Retail & Branch Planning
Opportunity to discuss best practice principles and pit falls to avoid when planning outside the contact centre

Future Trends – Stimulation & insight from Adrian Swincoe, author of HOW TO WOW, and the latest 2017 Dimension Data benchmarking report.  

Find out more

See the full presentation slides

Workshop: Planning

Challenge Workshop: Action learning and support for challenge participants. By invitation only. Join the challenge

See the full presentation slides

Networking & EXPO:

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.

 

Leadership Forum: 15:15-17:45 Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only.

Find out more

See the full presentation slides


Marketplace: Round-tables on topic areas prioritised by members.
Creating reports that are read Learn how to develop reports that will engage stakeholders and drive decision making.

The ROI Customer Experience Realise the value and return of investment of your customer experience strategy.

Quality Framework Is your framework fit for purpose? Discuss and share ideas with fellow professionals

Planning Real Time, Productivity & Shrinkage Discuss the key considerations for Real-Time and tactical planning, and practical top tips to build a more effective function. 

Professional Development: Opportunity to discuss and develop your professional development skills with senior business leaders..
 
Releasing Potential: Steve Woosey, CEO of The Forum, hosts our end-of-conference keynote, with three stimulating and inspiring keynote speakers to send us back into the workplace with fresh enthusiasm and new ideas from the conference days.

Find out more

See the full presentation slides. Watch the video of Jas Narang, Jo Hale, & Mark Doyle's talks.

 

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