UKCCF Networking Event
10th April 2019 | Eckoh UK Ltd, Hemel Hempstead, Hertfordshire
Join us at the Eckoh UK offices in Hemel Hempstead, Hertfordshire for a UKCCF networking event. We have presentations on chat bots vs. live chat, emotions and how they influence online customer experience, the influence of AI on customer experience and omni-channel as a customer service. Spaces are limited, reserve your space and book today!
9.00am – 9.30am | Coffee & Registration
9.30am – 9.45am | Trevor Butterworth, UKCCF
Welcome & Update
Get an update on what is happening with the user group, upcoming events and initiatives.
9.45am 10.15am | Jonny Everett, The Chat Shop
‘Chatbots vs. Live Chat – What conversational marketing tool is right for you in 2019?’
You can’t just tack a conversational marketing tool onto your site and expect it to work for your company. We’ll cover how choose the right tool, positioning, strategy and underlying best practice to get the most from this customer touchpoint.
10.15am – 10.45am | Stuart Banbery, Orlo
‘How Emotion drives Online Customer Experience’
Emotion drives behaviour. If we can be there quickly and effectively when our customers need us most, we can create powerful online experiences and inspire positive emotions, influencing behaviour at scale. This session will explore the critical role that emotion plays in customer experience and marketing, highlighting examples from leading brands who are early adopters in this area.
10.45am – 11.15am | Coffee Break & Networking
11.15am -11.45am | Jason Walkley, Olive Communications
‘The AI Influence on Customer Experience’
Loyalty is no longer based on price or product – it’s fostered by having great experiences, time and time again. Having a thorough and effective omni-channel strategy is crucial to a modern business’s success, and AI is only amplifying customer expectations. Olive Communications in partnership with Mitel and Google will look at how digital workplace technology can improve customer experience, streamline operational efficiencies and reduce costs in order to stay competitive.
11.45am – 12.15 | Tony Porter, Eckoh UK Ltd
‘Omni-Channel Customer Service’
How can you encourage customers to self-serve without forcing them, how can you make them feel supported. A truly Omnichannel solution can make web self-service solutions shine enabling agents to communicate across channels without losing context, leading to a better experience.
Many businesses are working with a number of legacy systems strung together over the years and from different suppliers.
That is generally more expensive to run and more time consuming manage. It makes providing a consistent customer journey difficult.
It is now possible to have customer engagement solutions in one place. Access to everything you need to resolve customer queries in real time across every channel. A consistent experience, which ever channel or device customers choose. Plus lower costs, easier management and improved service levels.
It’s essential to get the facts before making big decisions about investment. See how the key to success is to understand the customer journey and then match the technology to it, not the other way around.
12.15pm | Meeting Closes
Eckoh UK Limited
If you would like any further information regarding this event, please contact: Trevor Butterworth
T: 0118 376 9191 / 07932 669 299
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