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27 & 28 MARCH 2019


Fuze: Sponsor of Keynote Theatre 3

Keynote Theatre 3: Sponsored By Fuze

    • Wednesday

      2019 Seminar Timetables coming soon!

      Nikki Patel: Speaking in the Keynote Theatre 3

      11.00 - 11.30

      Nikki Patel
      NHS England

      Digital Developments in the NHS: Creating an Experience

      Innovation in healthcare is opening up new possibilities to treat patients remotely, to improve patient flow through digital appointments and acute discharge, to access medical records on the road for community practitioners or to share information from emergency services on route to hospital. This presentation will take a look at developments in digital technology in the NHS and the direction of travel for the future, to ensure new opportunities can be grasped and citizen experience will be improved.

      Will Charnley: Speaking in the Keynote Theatre 3

      12.30 - 13.00

      Will Charnley
      Seasalt Cornwall

      How simplicity trumps wizardry in achieving outstanding CX

      It is often said but less often achieved - the simplest line of sights of the customer & simplest actions drive the greatest outcomes. Seasalt Cornwall prides itself on demystifying complex customer behaviour and data in order to focus on what truly makes a difference to customer and profitability. This seminar explores key approaches and impacts which have defined Seasalt as a brand with the customer truly at its heart.

      Bradlee Allen: Speaking in the Keynote Theatre 3

      13.15 - 13.45

      Bradlee Allen

      The Impact of Workforce Transformation in the Contact Centre and Beyond

      With the changing behaviour of workers––from remote working to flexible hours––how should enterprises reevaluate productivity in the contact centre and across the organisation? Today’s multi-generational workforce consists of employees that define productivity differently, the digital workplace must continue to move from being an idea to becoming a reality. Our global research has indicated that 83% of workers desire a more flexible work scenario where remote work is embraced. Digital workplace transformation has evolved enterprise contact centre needs from support for standard voice routing, call queues, and IVR, to more advanced omnichannel, outbound, and workforce optimisation features. In this session, Fuze can speak to how it has helped its enterprise customers complete the digital workplace transformation journey by addressing their varying contact centre needs to provide workers with the best experience. With communications and collaboration at the core, Fuze will highlight how to enable remote workforces, control application sprawl, and empower employees with effective tools that enable productivity, no matter their location.

      Daniel Ord: Speaking in the Keynote Theatre 3

      14.00 - 14.30

      Daniel Ord
      OmniTouch International

      What kind of experience does your Contact Centre deliver?

      Some Contact Centres have had a hard time raising the bar on their quality standards. But the days of saying a Customer’s name 3 times and thinking that your service is great are over. Daniel will share multiple examples from his work on Contact Centre Mystery Shopper programs, to bring home the point that it may be time to reinvent your approach to quality as well as provide practical suggestions to do just that.

      James Dodkins: Speaking in the Keynote Theatre 3

      15.30 - 16.00

      James Dodkins

      Rules For Rockstars

      In this high energy, entertaining and musical keynote you’ll learn lessons from a former real-life, award-winning rockstar. This is the world''s first and only musical CX Keynote. ''Customer Experience Rockstar'' James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11. James is even going to dust the cobwebs off of his guitar to give you all a musical experience that you’ll never forget. James’ client list reads like a ‘who’s who’ of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM and many more included. James trains, consults and speaks all over the world helping companies deliver a ‘Rockstar Customer Experience’ You’ll learn James’ 5 ‘Rules For Rockstars’ Nail the intro Create Superfans Put things right Make things clear Let teams rock And maybe some surprises thrown in for good measure!