Customer Service Consultant
Bob is a Customer Service Consultant with a wealth of knowledge working across a variety of industries. He is passionate about Customer Service and in supporting organisations to develop their culture and capabilities in delivering outstanding service each and every time.
Bob discussed the position for Customer Service in the UK, highlighting the importance of having a clear approach and strategy around Customer Service and how the culture of organisations can have an impact. He also addressed how engaged employees can help to improve Contact Centre Customer Experience.
Business Transformation Specialist at Custerian
Nicola was one of the UK’s first Customer Experience Directors, and is recognised as a thought leader and practitioner having delivered several Strategic Transformational programmes in a number of industries such as Retail, Logistics, Service Delivery and Financial Services.
Nicola looked at the importance of Customer Experience in the Contact Centre and how this can impact overall business performance. She also addressed the wider role of the Contact Centre and some of the most common struggles faced in the Contact Centre, offering some practical advice and top tips on how to overcome them and drive improvements.