David Hicks, President, TribeCX

Tyne Mills

VP of Sales
Qualtrics

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Creating a customer-centric culture is often thought of as central to CX. Ensuring employees – and the business as a whole – focuses on the exceeding the expectations of the customer makes absolute sense in today’s competitive market.

However, the creation of a customer-centric approach starts not with the customer, but the employee. Empowering employees is critical to having them become your biggest advocates, to create an environment of continual improvement and, as a result, provide better customer experience. As such, this keynote fireside chat will consider:

Where and how can technology be used to help improve employee engagement, and what impact can this have?

How do you empower your key CX staff to ensure they are engaged and involved in your company’s culture, and how can this impact what they deliver?

How can you create a continual feedback-improvement loop from customers to employees through contact centre and online engagement, when positive customer experiences are recognised, those who provide them are rewarded and the learnings are embedded throughout the business?

Dr Stacy Moore

Lead Psychologist
Inner Circles Psychology

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Loyalty is no longer just a question of collecting points and saving cost, and in many sectors, todays customer needs a deeper level of relationship with a brand to drive genuine loyalty. Authenticity, honesty and a focus on personalisation are critical areas to focus on – not just for Gen Z, but across the spectrum.

This discussion will look to focus on how the shift in expectations should be reflected in your approach to brand and loyalty, and consider:

• How can you change internal mindset around measuring the success of your brand loyalty, and move beyond ROI and other traditional metrics? What are the KPIs which you should focus on in 2024?
• Don’t be boring! Outlining the value of moving from promotional to entertaining in your approach
• What approach should you take to get the buy-in from senior leadership in building such a project?

Gabriela Torres

Audience Development Lead
Sky

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Carl McCartney

Customer Experience Director
Les Mills

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CX leadership have long-been aware of the power of data to provide knowledge and direction for their business. Interrogated in the right way, data can allow you to be more responsive to customer needs and provide better direction for commercial strategies. As companies look to maximise the impact of all customer interactions and touchpoints, getting better at understanding what data is potentially available to use, what insight can this provide, and how to apply these learnings in a practical sense is critical.

As a business, Formula E have multiple customer groups, many of whom rely on the data Formula E can provide to demonstrate continued value for the business relationship, meaning data has a uniquely important place within the Formula E customer model. As Vice President of Business Intelligence at Formula E, Matt Roberts is at the centre of both driving data capture across all areas of customer interaction (digital / social, broadcast, in person), and using this to inform business and CX-based decisions. In this expert one-on-one interview, Matt will discuss how data is critical to the Formula E decision-making processes and give insight into the way data, CX and marketing teams can work together to drive better customer outcomes and business growth.

Matt Roberts

Vice President of Business Intelligence
Formula E

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Artificial intelligence has long been discussed as a huge game-changer across many industries and disciplines. The potential it offers is significant, and countless time has been devoted to this potential and the theoretical difference it can make. 2024 is the year the AI crossed into the real world, and the benefits of AI became tangible and accessible. This session will look at how AI can be deployed in a real-world situation, and assess the following points:

• How do you know if your CX strategy will benefit from the introduction of Artificial Intelligence?
• Implementation strategies and how to work with technical teams to introduce new technology
• Overcoming the data challenge
• Assessing the impact of AI – how can measure whether this has worked or not? What KPIs can you use?

Elena Schoeman

Director, Service Experience – GBS
Kraft Heinz Company

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Whilst the use of technology in the contact centre environment is commonplace and accepted by agents and customers alike, the introduction implementation of conversation AI across the past 24 months have meant much more is possible when it comes to serving your client base.

However, whilst there are great advantages to using AI alongside your existing contact centre technologies, the reality is that implementing this tech, and finding the right balance in it’s use is not always straightforward. Indeed, identifying the potential of AI and how you can capture this is often just the start here, and this session will consider:

• How can AI compliment – but not replace – human intelligence, and where is the nuance of a human response still critical? What is best practice in 2024?
• To what degree does the implementation of new contact centre technologies allow for greater specialisation within contact centre staff?
• Where will technology head in the future, and what can you do to prepare now?

Sarah Williams

Chief Customer Experience Officer
Westminster City Council

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Gen Z are no longer the customers of tomorrow – they are the consumers, clients and colleagues of today. Having grown up in a digital, personalised and self-service environment, meeting their expectations is critical if you want your organisation to prosper. Additionally, their successor – Generation Alpha – will come of age in the coming years, and any change to accommodate Gen Z needs to also ensure you future-proof your CX and EX approach to ensure their requirements can be met. As such, this session will consider:

• What touchpoints and service expectations does Gen Z have, and how does this inform your contact centre and customer service plans?
• Creating a tailored, personalised experience that works for Gen Z (and beyond)
• How to prioritize honesty and transparency as an organisation, and the value this will have for consumers of the future
• What do we know about Generation Alpha, and what could this mean for CX strategies?

In this interactive session, you will get a chance to reflect on the core discussions over the past three days and learn what you need to deliver a great CX to make sure your technology investment makes an impact. You will cover how to: 

• Identify and establish the value of CX to your organisation  
• Create clarity on your customer culture through consistency and accountability 
• Understand the right measurements for your business 
• Empower your people to innovate through experience design, data and insight

Tyne Mills

VP of Sales
Qualtrics

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