The CX Morning Brew - 19 April
Customer Experience Foundation
The Go-to CX Community. Driving superior relationships that people can trust
Hi there, welcome back to this weeks Morning Brew!
Hope you've had a good week!?
First and foremost, we are shining the spotlight on Brook Street , a distinguished Partner of the Customer Experience Foundation . Their latest article, "Overcoming employee attrition in the UK contact centre industry," promises invaluable insights into this pertinent aspect of CX management.
It’s been another busy week of speaker reveals for the CX Retail Symposium, which is less than 4 weeks away, secure your place today.
This week’s reveal included:
Shamas Aziz formerly of Selfridges
Mike Stewart, ArvatoConnect alongside Vivobarefoot
Hannah Beasant, Halfords
Our Leaders Summit yesterday with Teleperformance delved into the integration of AI language models in customer service operations, offering illuminating discourse on innovative methodologies.
If you were unable to attend, fear not; we have another event scheduled for Wednesday, May 8th, at The Savoy, register to express your interest in attending.
We look forward to seeing you in the coming weeks.?
Best wishes,
Keith
Our CXFO Partner Brook Street discusses, ‘Overcoming employee attrition in the UK contact centre industry’. Key insights include:
领英推荐
This week, we've been unveiling speakers for the CX Retail Symposium on May 16th at the IET London. Our lineup features industry leaders from John Lewis & Partners, Halfords, Holland & Barrett, Beauty Pie, and more, including Martin Newman. Join us to share insights, experiences, and network in the CX Industry. Attendance is free, so secure your spot today! Get ready to feel energised and empowered on your CX journey.
Join us for an in-person breakfast event where we'll discuss how businesses strive to meet the evolving needs and expectations of today's consumers, the concept of omnichannel CX has transcended mere ticketing solutions to encompass a holistic approach to customer engagement across multiple touchpoints. This session will delve into perspectives surrounding best practices and innovative tools for elevating your strategy and propelling your organisation forward.
“Leading the Charge in Customer Service: A CEO's Journey to Revolutionising Support with Tech and Empathy”. This episode is a goldmine for those curious about the ever-changing terrain of the contact centre BPO industry, brimming with insights into emerging trends and the strategic expansions reshaping global markets. Guillaume LANGLE from Konecta articulates the delicate balancing act of agent well-being and client satisfaction, offering sage advice for anyone passionate about forging a career in this people-centric field.?
Paula Kennedy Garcia has a 20+ year career in CX innovation having held senior positions with several global BPO’s, and her work and contribution to the industry has been repeatedly award-recognised for innovation, leadership and CX solution design. Paula said; “I am honoured and excited to serve as Chair to the BPO Industry Council. The council provides a unique environment to harness the collective mindshare of BPO leaders and innovators across Europe and South Africa where they share experience and debate the changing shape and challenge of the industry."