2020 Predictions for Contact Centres
Latest annual predictions webinar I do with CallCentreHelper on behalf of NewVoiceMedia aka Vonage
The Future Of UX
User experience design is increasingly important to compliment the latest generation of smart cloud based engagement platforms
Skills & Knowledge For 2020 Customer Facing Teams
This presentation explores how automation and conversational AI are changing the profile and skills of customer facing teams
What's New In Chabots 2019
Delivered as a keynote to an annual chabot conference in Utrecht.
Engaging Customers In A Digital Economy
A Leadership event for well known UK utility as they transition to a new engagement model with their B2C customers.
Purpose Driven Branding
An orientation workshop to scene set and get your audience thinking about becoming a purpose driven brand.
Protecting Customer Experience While Controlling Contact Centre Fraud
This presentation was given to a group of senior contact centre and customer experience professionals as a result of a whitepaper I was asked to research on the growth in customer data fraud and the role that contact centres unwittingly play in aiding fraudsters commit crime.
It's a sobering story that points to a much larger issue we have to get to grips with. How can we ensure customers trust us with what we know about them as we enter the IoT age given the current rate of cyber crime?
Change or Die: Can you Handle It?
A look at customer experience innovation
The P&Q Challenge
A 2016 review of the last cohort's outputs and successes as they celebrated on their accreditation day.
Why Isn't Your Contact Centre As Amazing As This
The Airbnb version of a call centre!
What's The Best Metric For The Contact Centre?
An exploration of both classic and emerging metrics. From AHT to emotion.
Predictive Analytics And Churn
What effect does interaction history have when added to traditional predictive churn data?
