2024 Spring Customer Strategy & Planning (Virtual)

Catch up on our previous conferences. Forum Members can register or log in by clicking My Account at the top of this page then click on the conference below to watch the Keynotes, Workshops & Technology Showcases. Please allow us time to add this access to your account.

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Gain accreditation for your learning from conference by watching some sessions and telling us what you have learned and what you will do differently on this form.

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Welcome to Customer Strategy & Planning 2020

Technology Showcase: Anaplan

Originally broadcast Monday 28th September 2020, 12:30

Planning for the Workforce of the Future Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.

Keynote: Digital Acceleration - Planning

Originally broadcast Monday 28th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Technology Showcase: Sabio

Originally broadcast Tuesday 29th September 2020, 12:30

How to deploy Google AI within 30 minutes in your Contact Centre. Sabio demonstrate how advanced AI from Google can be deployed on web, messaging and voice channels starting from scratch to go live within 30 minutes.

Keynote: Digital Acceleration - Insight

Originally broadcast Tuesday 29th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Keynote: Planning for Wellbeing

Originally broadcast Wednesday 30th September 2020, 09:30

If the P in planning stood for People Following an extended period of accelerated change across our industry, Keir will explore some of the advantages to putting our people first in the planning process, potential barriers to success and what would need to change for this to be a reality for every customer-centric business. Keir Greenwood is VP & General Manager Customer Success at Arise.

Technology Showcase: NICE

Originally broadcast Wednesday 30th September 2020, 12:30

Hear how Skipton Building Society is on a journey to develop their planning capabilities by proactively collaborating with NICE across a number of initiatives to drive colleague and customer excellence.

Technology Showcase: Business Systems

Originally broadcast Thursday 1st October 2020, 12:30

Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?

Technology Showcase: Calabrio

Originally broadcast Friday 2nd October 2020, 12:30

The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.