CCMA Sponsor Breakfast Briefing - Qualtrics - Exploring Omnichannel Successes in the Contact Centre with Qualtrics and Lloyds Banking Group.
Date: 10/04/2025
Venue: Qualtrics, Costello House, 1 Clarendon Row, Dublin 2, D02 TA43
Join us with our Silver sponsor Qualtrics, where we will delve into the future of CX with a focus on Omnichannel Listening and the growing evolution of Agentic AI. We will hear from Sam Patel, Strategic Insights Manager at Lloyds Banking Group. Sam will share his experience, learnings and outcomes from working with unstructured omnichannel data within their retail banking division.
This event is designed to provide you with valuable insights into how adopting an omnichannel approach can not only elevate customer satisfaction but also prepare your organisation for the AI-driven future of customer service.
For Discussion:
- Keynote Presentation and Discussion: Sam Patel, Strategic Insights Manager at Lloyds Banking Group
- Listening Strategies: Discover the power of omnichannel listening strategies and how they can enhance customer interactions across various platforms
- Change management - Ideas on how to get the right stakeholder to drive the right actions to maximise ROI and impact
- Getting ready for Agentic AI Live Demonstration: Experience firsthand how Qualtrics’ innovative tools can empower your agents with the necessary insights to deliver exceptional service in an omnichannel environment.
- Networking Lunch
About Qualtrics
Qualtrics is an innovative technology company specialising in Experience Management (XM) solutions. Their technology helps organisations listen, understand, and enhance customer, employee, and brand experiences through both structured and unstructured omnichannel listening.
Our Speakers
Leonie Brown - Lead XM Scientist, Qualtrics.
Leonie is an industry expert in CX, research methodologies, and modernising the contact centre. She has worked with hundreds of brands to design, implement and optimise their CX programs, using her vast amounts of experience to help brands turn happy customers into higher revenue and lower churn.
Sam Patel - Strategic Insights Manager, Lloyds Banking Group.
Sam is a seasoned manager who utilises data-driven approaches to enhance customer service and complaint management. With over a decade of experience, he has successfully led initiatives that resulted in significant efficiency gains and improved complaint outcomes.
This event will commence at 9.00 a.m. with registration and networking, our presentation and panel discussion will commence at 9.30 a.m.
Please note competitors to Qualtrics are kindly requested not to register to attend this event.
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