October 23rd 2018
Cisco, Eastpoint Business Park, Alfie Byrne Road, Dublin 3.
Consumers are overwhelmed by the complexities of customer service models. Two out of every three tell us they’re left feeling exhausted after dealing with customer service centres. The source of their frustration comes from the challenge of integrating new digital channels with the traditional ones contact centres are so experienced dealing in.
On average each month, BT and Cisco’s cloud contact centre solution handles five million calls and five hundred thousand messages from consumers in over 180 countries. This field experience combined with an extensive global research programme has helped BT and Cisco position themselves as market leaders in creating meaningful Customer Experiences.
The agenda for this breakfast briefing is as follows:
|8.15 - 9.00 a.m.||Registration, Networking & Breakfast|
|9.00 - 9.30 a.m.||Chat, Tap, Talk - Eight trends making the customer's life easier - Joseph Walsh, BT, Head of UC and Contact Centre.|
|9.30 - 10.30 a.m.||Delivering Exceptional Customer Experience - The importance of keeping it simple - Phil Hatton, Cisco Head of Customer Experience & Kathryn Simons, Cisco, Customer Centricity Specialist EMEAR.|
|10.30 - 10.45 a.m.||Meaningful Customer Experience Demonstration.|
|10.45 - 11.00 a.m.||Q & A|
Please note competitors to BT & Cisco are kindly requested not to attend this event.
About the Speakers
Joe Walsh currently leads the UC & Contact propositions for BT, helping global companies reduce costs, and become more efficient and increase customer satisfaction by embracing digital communication tools. In the past he has led managed service teams that, through the implementation of Artificial Intelligence, drove significant incremental revenue for some of the world's largest multi-national companies.
Phil Hatton is Head of Customer Experience for the UK & Ireland Enterprise Business for Cisco. He is passionate about Cisco’s ability to help companies realise the benefits of delivering exceptional customer experience and is a firm believer in keeping things simple. Phil has worked in the customer experience industry for 17 years with a core focus in contact centre operations.
Kathryn Simons has worked in the Contact Centre industry for over twenty years, both in the UK and across Europe. For the last four years Kathryn's role in Cisco has overarched all pillars of Customer Experience and she guides organisations on Best Practice, Futures, Digital Transformation, Agent/Employee Experience, Customer Journey Mapping and CX Strategy.
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