How do you create a customer-centric culture? “Start on the inside, with employees” says customer service guru Shep Hyken.
At this event we will be looking at how to drive continual service improvement by embedding a truly customer-centric approach to support delivery within your organisation.
We will look at the strategic importance of customer experience, the role and importance of different types of feedback and how customer experience integrates with business relationship management to ensure a continual improvement focus.
Kindly sponsored by:
CEO & Founder of Aileen Allkins Consultancy, formerly VP Support Microsoft
Over the course of her 30-year career, Aileen Allkins has been transforming the customer service and support experience of some of the world’s best-known technology companies. She was most recently the Corporate Vice President of Global Customer Service and Support (CSS) at Microsoft, leading a diverse and international team of over 25,000 service professionals to provide world-class support for millions of customers.
Aileen's experience spans a multitude of customer support scenarios from customer service to deep technical issues across the full range of customers from consumers, SMBs, public sector and large enterprises. Aileen has a genuine passion for people. She is a strong advocate for the front-line teams who often interact with customers more than any other part of a business and therefore have a significant impact on brand perception and customer loyalty.
Head of Consultancy, TOPdesk
For the past several years Sumit De has been working with organisations around the world to design and implement service delivery and digital transformation strategies for the modern day.
He is currently the Head of Consultancy at TOPdesk UK, leading an ever growing professional services team. Sumit’s future work includes customer empowerment through technology and helping organisations define their new normal.
Customer Experience and organisational improvement consultant, SharedAim Ltd
Customer Experience Consultant and Trainer, FC Consultant
Stella helps business leaders develop a high performing workforce and delivers on-the-job training to front line teams to maintain employee retention.
As a multi-award winning professional, Stella is passionate about delivering the highest levels of customer experience.
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