2020’s Customer Service and Experience Europe digital event had over 30 sessions over two days. The conversation, centered around what a spokesperson for the event called ‘The tectonic shifts in the call center’s way of working as well as the huge leaps made in automated technology for customer interactions.’
During the height of the pandemic, the UK Office of National Statistics published that just under 50 percent of employed adults in the UK now work from home. “This shift’s something that the CX community’s champed for call center staff for years, now its become a reality.” It also placed what he called ‘unique stress on companies’ online channels and customer service departments,’ adding this could have created a perfect storm, but the marketplace proved to be incredible flexibility in coping with automated help, remote workers, and omnichannel requirements.
The virtual conference focused on CX and marketing and was held by Reuters Events. Featuring sessions by Fidaa Chaar, Chief Customer Officer, Societe Generale, Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone, Carlo Nadella, Chief Experience Officer, Telecom Itali, and Matthias Erb, Head of Holistic User Experience, Volkswagen AG. The conversation boiled down to how do we move forward given the new normal?
Evaluating and overhauling corporate contact centers given the context of today’s scattered center environment, was among one of the event’s major focal points. And that chat, held by Sarah Metcalfe, Customer Experience Head, Sure Petcare highlighted something fundamental. She noted, while metrics are important, CS agents should have a strong grip on the skills necessary to make a customer feel valued, too. “Move to a customer-first way of thinking throughout your interactions,” Metcalfe advised attendees.
Even though the event’s come to an end, you can still register to view on-demand content, which does come at a cost. Assessing the value, I’d say, if your organization finds providing good customer experiences relevant – making the investment to view the first-time digital event on-demand is well worth it. If you’re going with the idea of value, several sessions require more premium access, and they offer more high-value content too. Those sessions include “From Agents to Digital Customer Service Personas, Maintain Your Brand Personality Throughout Growth and Transition, Design a Customer-Centric Journey and Inspire Loyalty” – all concepts that could give a boost to many organizations.
CPaaS leader Twilio was among one of the many event sponsors, along with others like First Orion. Digital conferences are on the rise in 2020, thanks to the novel Coronavirus, which forced many to rethink how we meet and interact with others in the tech industry. Now that the traditional conference is no longer a viable or safe option, we can assume moving forward, digital conferences are the way of the future. I for one am happy to attend an event from the comfort of my home, and I can only assume I am not alone.
Next year’s event, just like many others, is likely to be held online as well. The only question is when we return to in-person conferences? I hope we never do.
from UC Today https://ift.tt/3h4yWep
0 Comments