The CX & Service Summit
Bring Customer Experience to the Next Level
Welcome
Welcome to The CX & Service Summit- thank you for joining us! Throughout the day you’ll have the opportunity to network and discuss subjects that truly impact upon the success of your businesses. A big thank you to our partners eDesk and TrueVault.
Workshop 1.)
1. Where does live chat succeed & fail? What limitations does it have? How can you best implement?
2. How do you currently balance between diverting and resolving tickets? What challenges do you face?
3. What trends & technologies in customer service and support do we need to prepare for in the coming years?
Workshop 2.)
1. What changes do you feel you NEED to make to improve your customers’ journey?
2. How can personalised communications move the service needle? Where are you starting to trust AI in this area?
3. Post-purchase relationship-building is often overlooked. How do you handle this phase to maintain customer satisfaction and build loyalty?
Menu
AGENDA
8:30 Arrival & Networking Breakfast
9:00 Welcome from Commerce Futures
9:05 Panel Discussion and Q&A: Diverting vs. Resolving Customer Service Tickets Moving Forward
Nick Owen, Chief Technology Officer at OKA
Subha Ganesh, CEO & Managing Director at The Bshirt
9:45 Workshop 1: Leveraging Automation to Enhance Customer Service Efficiency
10:30 Networking Break & Refreshments
10:50 Panel Discussion and Q&A: Designing the Customer Experience Journey with Shoppers' Mission in Mind
Lauren Hannifan, Head of Brand at Snug
Emily Evans-King, Customer Journey Manager at Waitrose
Dom Wint, User Experience Designer at smol
Moderated by Nik Fletcher
11:30 Workshop 2: How to Craft Successful Customer Journeys and Experiences
12:15 Final comments & wrap up from Commerce Futures
12:15 Networking Lunch
12:50 Event End
Tell us what you think.
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