Your Call Centre/Customer Experience Implementation Partner

Accelerating Your Digital Customer Service Strategy

1 Day Course

November 21, 2017


Accelerating Your Digital Customer Service Strategy

Context

Customer Service is being disrupted. Customers have adopted digital lifestyles and passed on those expectations to brands. This translates into omni-channel fluency, 24x7 responsiveness and everything being fixed as speedily as possible. Few organisations are even close. And that's before the bar gets even higher.

This is why a digital customer service strategy is now essential. The days of endless action lists are over as a way of staying ahead. Instead, space for reflective thought and inspiring input, resulting in a clear view on your key priorities, is what service leaders really need.

This masterclass provides the examples, frameworks and thinking time to accelerate you on that journey.

Reasons To Attend

  • I need to find a way to track customer digital adoption to align my service investments
  • I need to set the right balance between automation and the human touch to retain loyalty
  • I need to optimise the balance between live assistance and self service
  • I need to become more proactive in service delivery
  • I need to maintain my digital service innovation in a state of 'perpetual beta' to keep pace
  • I need an aligned people strategy
Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
Avoid disappointment Register Today
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Overview Agenda

  1. Responding to the ever-changing drip feed of customer and market change
  2. Tracking changing customer behaviour to make more informed investment decisions
  3. Improving the quality of customer engagement
  4. A framework for optimising your engagement mix
  5. Aligning your people strategy
  6. How to embed a service innovation culture

Learning Experiences

  • Brainfood designed frameworks to develop new thinking and strategy
  • Regular table debates to digest and develop new ideas
  • A3 template style worksheets to capture opportunities and plans
  • All masterclass slides available in original format for reference and internal educational use
  • Optional mentoring after the masterclass to help transfer new thinking to team members, critique detailed strategies as they emerge and co design associated transformation plans to help embed new competencies

Who Should Attend

CCO's, Directors of Customer Service, Customer Experience, Digital or Operations who are want to advance beyond the 'Digital First' milestone

Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
Avoid disappointment Register Today
Register Now

Your Presenter

Martin Hill-Wilson

Martin Hill-Wilson
Customer Service, Customer Experience & Social Business Strategist - Author, Keynote Speaker & Blogger, Brainfood Consulting.

Martin Hill-Wilson is a customer service and social business strategist. His company Brainfood Consulting provides customer strategy services to a range of B2B and B2C brands. Martin is also a long term member of the UK customer service community passing on his expertise as a keynote speaker and blogger.

What Others Said About This Workshop

"Many thanks for the seminar in Dublin yesterday. It was really useful for me to realise that I need to take a big step back before implementing a strategy. Lots of food for thought."
Aidan Swords, Head of Customer Support and Service at Storm Technology Ltd

"Thanks again for the presentation. A lot of food for thought! Thank you :-)"
Irene Poltronieri, CX speciliast at Circle

"Thanks for all the insight yesterday. I am full of inspiration for 2017."
Pablo Zehm, Manager Customer Service at Protest Sportswear

"Thank you for your inspiring master class yesterday in the Tabacco Theater in Amsterdam."
utger Jongepier, Head of Customer Support at Bynder

Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
Avoid disappointment Register Today
Register Now


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