Webinar: Principles to excel in customer experience

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Agenda

Based on major surveys with thousands of UK businesses and consumers – What Customers Want vs. What Businesses Think Customers Want
Most UK consumers would rather speak with an employee than use self-service, even if the time, effort and outcome were exactly the same. Yet UK businesses’ current investment in digital channels is 70% higher than in voice. Are we doing CX properly?”
Steve Morrell, Managing Director, Contact Babel
How Lego puts its brand into its customer service to excel 
Kim will share with us how LEGO use the power of the brand and the brand values to bring great experiences to all who interact with the Consumer Service teams.  As she heads up the Educational teams within CS; how do they tailor the experiences and ‘tone of voice’ to speak with teachers and educators rather than children and parent/carers.
Kim Bright, Consumer Services Senior Manager, LEGO Education
Join the debate – Excel in CX
The webinar will be rounded off with a short debate with all presenters
Jeremy Payne, VP of Marketing, Enghouse Interactive

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Why view this webinar?

Audience: Contact Centre Managers, Customer Experience Leaders, Operational and IT Managers.

This was a thought-leading webinar discussing the customer experience, with insights from industry leaders and end-user scenarios that will inspire you to tailor your customers’ experiences for today and into tomorrow.

 Presentation Speakers

Kim Bright

Global Consumer Services Senior Manager, Lego Education

After working within Customer Service in Global IT organisations for many years, Kim joined LEGO to design and manage the new efficient global setup for LEGO Education consumer service in close collaboration with The LEGO Group Consumer Service team. This included defining what good consumer service looks like both digitally and analog, based on market insights. In addition, she has the responsible for designing consumer service across systems and platforms.

Today she continues to instill and develop a strong consumer focus and understanding of consumer service across LE including how to maximise the value from the insights obtained by over 1000 interactions a month.

Steve Morrell

Managing Director, Contact Babel

Contact Babel is an industry analyst firm, which studies the global contact centre and customer engagement industries. Steve’s expertise across the industry provide accurate and insightful analysis of primary research to enable businesses and solution providers to approach their markets with confidence and knowledge.

Jeremy Payne

International VP Marketing, Enghouse Interactive

Jeremy has over two decades of distinguished experience in the software and services industry and has worked as a marketing leader within several blue chip corporates across the globe. In his current role as VP International Marketing at Enghouse Interactive, Jeremy is responsible for the commercialisation of the company’s four key solutions across Europe Middle East and Africa. He is an expert in Customer Relationship and Interaction Management, as well as Business Process Improvement and Social CRM and has travelled globally presenting on the key trends in these areas.