CCMA Sponsor Event West - The Game Plan for Making Omnichannel Customer Service Work

West invite you to attend a free one-day Masterclass hosted by CX and AI Engagement Strategist Martin Hill-Wilson, this Masterclass is a “deep dive, immersive and interactive session” intended to equip you with the tools necessary for developing an effective game-plan. Red Cow Moran Hotel, Naas Road, Dublin, D22 YX80.
January 16th 2019


Red Cow Moran Hotel, Naas Road, Dublin,  D22 YX80.


We are slowly discovering that omnichannel effectiveness requires unified queuing and desktops. Even so, these are just table stakes in terms of achieving that elusive win-win for both brand and customer - reduced cost to serve and improved CX. 

The missing piece remains knowing how to develop an effective game-plan for making omnichannel customer service actually work. Topics to be addressed include:

• Why going digital is the wrong context for redesigning your contact strategy
• What you need to know as input into contact planning
• Understanding the omnichannel framework and its underlying principles
• Using this approach to rebalance voice based live assistance with other modalities (text and video) and other service options (AI driven self-service and proactive service)
• How to design a low risk, design-test-optimise workflow that supports your omnichannel transformation.

This invitation is open to senior leaders within your organisation that have specific responsibility for Customer Service, Channel Performance, Customer Experience, Contact Centre, Operations as well as Cloud Strategy and Digital Transformation, and is being offered on a first-come, first-served basis. 

Please note this workshop is limited to two attendees per member company and is for Customer Service practitioners only.

Competitors to West and suppliers to the industry are kindly asked not to attend.

The presentaion can be downloaded using this link.

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.