Thursday, Nov 15, 2015 2:30 - 3:30pm GMT/ 9:30 - 10:30am EST
A recent survey of 1,000 US consumers found that 61% of respondents in the age range 18-35 stated that being available 24x7 was one of their top three most important factors when contacting a business. In contrast, the survey also found that businesses surprisingly believe longer opening hours for the contact centre to be amongst the least important factors when determining customer experience.
Join us and our panel of industry experts as we explore these findings; the impact this will have on the operation of the contact centre; and the steps you can take now to address these changing trends in customer expectations.
Kenny has worked in the contact centre industry for over 15 years delivering technical innovation and omnichannel engagement with a relentless focus on the customer experience. Kenny has been responsible for delivering industry leading self-service solutions with millions of pounds in savings through reduced service costs.
Kenny is currently Customer Interaction Manger with Three mobile and has previously worked with Sky and T-Mobile. He has hands on experience in delivering an omnichannel experience across chat, IVR, call routing and social media.
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Mike has over 20 years of experience in leading complex, cross-functional customer experience (CX) initiatives that deliver benefits to shareholders, customers and employees. Working with the world’s leading service and consumer brands across the telecommunications, utilities and hospitality industries he as extensive expertise in contact centre transformation; omnichannel strategy; and operational expansion.
Mike is currently Digital Transformation Director with E.ON and is responsible for driving the omnichannel contact centre transformation as part of their smart service strategy. Previously Mike has held senior roles delivering omnichannel CX for AirBnB in San Francisco, Three Mobile and Eir.
Oliver has more than 20 years’ experience in delivering customer experience solutions on a global basis. He has co-founded a number of companies including SpeechStorm and Syndeo and has also worked as Global Vice President for Genesys out of Daly City, CA.
