Sponsor Event West Unified Communications Building Rapport with the Digital Customer

Building rapport with the digital consumer: Delivering a great customer experience is all about designing interactions from the customer's point of view to meet or even exceed their expectations. This session will take a closer look at how to build a better rapport with your consumers, regardless of the channel they use, enabling you to increase customer satisfaction, loyalty and advocacy. The Westbury, Balfe Street, Dublin 2.
February 1st 2018
 

Location

The Westbury, Balfe Street, Dublin 2.

 

Learn how today’s contact centre technology can help improve your customer experience outcomes.

At this sponsor event leading customer experience consultant and speaker, Amy Scott, will explain how to design and deliver better customer experiences by understanding the customers’ needs at every stage of the journey. 

Ian Gibson, Customer Services Director at Ingeus, and founding member of the B Corp community of companies committed to social purpose, will discuss how Ingeus updated its contact centre to meet the needs of today’s digital consumer using a cloud-based platform from West.  

Agenda as follows:

8.30 - 9.00  a.m.                                                         

Registration & Networking  
9.00 - 9.10 a.m. 

Welcome

Enda Kenneally, VP Sales & Business Development, UK & Ireland, West.
9.10 - 9.40 a.m.  It's All About the Customer                                   Amy Scott, Sedulous.
9.40 - 10.00 a.m.                                                              Case Study: Transforming Customer Experience through Exceptional Interactions Ian Gibson, Ingeous Group.
  Q & A  Gary McAdam, Account Director, West.
10.30 a.m.  Close   

 

About the Speakers

Amy Scott, runs Sedulous a customer insight driven consultancy specialising in service design and customer experience initiatives. She is skilled at gaining customer insight and applying it to eliminate friction points in customer journeys. Sedulous has worked with numerous blue-chip international organisations and brands on how to improve their service and deliver better experiences to their customers.

An accomplished service designer with over 10 years experience across a broad range of markets such as telecoms, automotive, professional services, healthcare and the public sector. Amy has a degree in psychology, a background in marketing and also knows the challenges facing front line and contact centre staff from her work in the customer service industry and as Project Director of the Top 50 Companies for Customer Service Programme.
 

Ian Gibson, is Director of Shared Service for the Ingeus Group, which provides employability, youth, health and probation services. Ian has over 20 years’ experience with customer services and contact centres having previously worked for companies such as npower, Vodafone and Royal Sun Alliance, alongside more social-based organisations such as Carbon Trust and Orbit Housing.

A multi award-winning customer experience leader who has a strong commercial background across diverse sectors, Ian is passionate about the need for service excellence. He holds an MBA in strategy, business planning and operational management, is a qualified six sigma black belt and is NLP certified. Prior to working at Ingeus, Ian was the Customer Experience Director at Orbit Group. 

Reserve a Place at This Event

Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.