Co-located with Technology for Marketing

18 - 19 September 2024
ExCeL London

18 - 19 September 2024
ExCeL London

Conference Programme 2024

Loading

The future of customer service

19 Sep 2024
The Future of CX Theatre
Customer service and operational leadership members in the eCommerce space, who want to understand what makes an excellent customer service strategy – from engaging their own people, to utilising emerging technology, to truly understanding the needs of their customers.
 
Customer satisfaction in the UK has been declining in recent years – and although the retail sector fares better than most when it comes to service, they have still dropped according to independent research from The Institute of Customer Service. As we look towards the future of customer service, we need a strong focus on a human and digital blend to ensure we are creating a seamless journey and experience.
 
This panel, chaired by CEO of The Institute of Jo Causon, will examine how businesses in the retail/eCommerce space can futureproof their customer service, utilise emerging technology and data to complement existing strategies, and differentiate themselves in an increasingly competitive space with a focus on service from the top down.
 
What you can expect to learn:
- The latest stats and figures, from The Institute’s independent research: the current retail landscape, where retail stands with customer satisfaction, and customer experiences/expectations.
- Highlights and examples of customer service excellence – what has worked, what hasn’t, learnings.
- Practical and tangible advice for business leaders who want to improve their service strategies.
Chairperson
Jo Causon, CEO - The Institute of Customer Service
Speakers
Martyn Oakley, Customer Operations Director - LAITHWAITES WINE
Simon Shaw, Director, Digital Care - Virgin Media o2

With thanks to our sponsors & partners...