Time: 14:00 – 14:30
Place: Fenchurch Suite, Gillan Ide, Britannic
Topic: Moving from Customer Experience to Total Experience
Synopsis
Are you verified? Do you have your blue tick?….and I don’t mean Twitter! Branded, Safer, enriched text messaging for the future.
Discover how Rich Communication Services (RCS) can transform your customer communication by providing richer, more interactive experiences beyond traditional SMS. This presentation will show you how RCS can boost engagement, increase conversions, and enhance your brand's image through features like media-rich content, direct action buttons, and real-time feedback — all while ensuring greater security and reliability. This session will equip you with the tools to stay ahead in the competitive world of digital communication.
Biography
Gillan Ide is a Digital Solutions Consultant at Britannic. Working across the public, private and third sectors to support businesses with their digital shift projects, process automation and systems implementation.
Heavily focused with delivering solutions that provide ROI and increase the customer experience. Resulting in a higher first contact resolution, increased efficiencies and improved employee engagement leading to greater output.
Time: 14:00 – 14:30
Place: Minster Forum Suite, Laura Ball, Zoom
Topic: The Human Touch of AI
Synopsis
The fundamentals of CX remain unchanged: customers desire smooth, first-time-right experiences; agents aim to facilitate this; and businesses seek to maintain satisfaction to enhance brand loyalty and profitability. Nevertheless, many organisations have prioritised their own needs by directing customers into specific communication channels, resulting in poor NPS scores, high agent turnover, and increasing operational costs.
In this session, we will talk to how and why we believe in utilising AI alongside human agents to positively enhance the end-to-end customer journey is crucial. This approach ultimately delivers favourable business outcomes that benefit customers, agents, and businesses alike.
Biography
With over 15 years experience in CX and strategic account management, Laura is passionate about delivering innovative and impactful solutions for her clients. As the CX AI Lead for EMEA, she works with a talented team to enable and empower businesses to leverage Zoom's cutting-edge conversational AI technology to enhance their customer experience and engagement.
Throughout her career, she has helped some of the world's leading brands transform their customer journeys with digital channels and conversational AI; applying technology solutions to pain points that have been identified, aligning with outcomes supporting customers, their agents and the business strategy itself.
Time: 14:30 - 15:00
Place: Fenchurch Suite, Andrew Nash, Britannic
Topic: From Legacy to Leading Edge: SD-WAN in a Post-PSTN World
Synopsis
As the landscape of networks rapidly evolves, the traditional Copper network is on the brink of being phased out, marking the end of an era. This session, "From Legacy to Leading Edge: SD-WAN in a Post-PSTN World," will explore the critical transition from legacy infrastructure to cutting-edge networking solutions.
Join Andrew to explore how SD-WAN can be the key to transforming your business from relying on outdated legacy systems to becoming a leader in the new era of networking, driving innovation and resilience in an increasingly digital world.
Biography
Andrew is an accomplished Business Leader and a distinguished Fellow of the Institute of Telecommunications Professionals. As an Operations Manager, he has extensive, executive-level experience and consults effectively with senior leaders to prioritise activities and achieve defined objectives. Skilled in planning, coordinating, and executing successful strategic business programmes, with a track record of improving operational stability, efficiency, and profitability. Andrew is also a Special Constable with the Metropolitan Police.
Time: 14:30 – 15:00
Place: Minster Forum Suite, Thomas John, Five9
Topic: Channel.AI
Synopsis
Thomas will talk about the power of AI, the outcome driven changes it is already bringing to the CX industry and how the channel has never been more important in the delivery and execution of this technology. Five9 already has got customers using Five9's AI and Thomas will run through these real life use cases and talk about how this industry will never be the same again post AI era.
Biography
Five9 is a leader in contact centre technology. Five9 was born in the US and in the cloud over 22 years ago and quickly achieved status as an Industry leader in the eyes of market analysts.
7 years ago, when Thomas joined Five9, the task was to replicate the US success in EMEA & Internationally.
The theory was that partners would act as a force multiplier and in effect be ‘disciples’ of Five9 in terms of being empowered and enabled to deliver the product and services. This theory has proved to be a phenomenal successful with data points over 90% of all net new business in EMEA, which is done through partners, and the international theatre contributing to over 20% of the global seat count, who is now a $BN run rate revenue company. Thomas started as employee no.3 outside the US. Today, Five9 has over 1,000 employees outside of US and nearing 3,000 globally.
Time: 15:00 – 15:30
Place: Fenchurch Suite, Jason Dendle, Britannic
Topic: Customer success – including process & analytics
Synopsis
Britannic's Customer Success Programme is a strategic approach focused on ensuring that our customers achieve their desired outcomes while using our technology and services. This process involves consultation, discovery, diagnostics, playback, proactive engagement, personalised support, and ongoing value delivery throughout the customer journey.
AI driven analytics play a crucial role in customer success by implementing automated workflows to streamline repetitive tasks, reduce manual errors, and accelerate fulfilment processes. These insights enable teams to develop a comprehensive understanding of operational performance, identify root causes and improvement opportunities. Ultimately driving customer loyalty, enhancing lifetime value, and fostering long-term business growth.
Biography
Jason currently leads the Customer Experience and Success team at Britannic, where he has been a dedicated team member for 14 years. Starting his career in Project Management, he has progressed through various roles, demonstrating a consistent passion for customers and their satisfaction.
In his current role, he is focused on ensuring that the voice and needs of the customer are always represented and prioritised within the company. He is responsible for both the consultative aspects of customer engagement and the successful delivery of projects. His commitment to exceptional customer service and experience drives the team's efforts to exceed client expectations consistently.
With a deep understanding of project dynamics and customer needs, he continues to foster a customer-centric culture at Britannic, striving to enhance the overall customer journey and experience.
Time: 15:00 – 15:30
Place: Minster Forum Suite, Pat O'Donoghue, Mitel
Topic: Transforming Business Communications: Mitel's Hybrid UC Evolution
Synopsis
With 91% of customers prioritising a hybrid approach to meet evolving business objectives Mitel is giving customers the ability to mix and match private cloud, public cloud, and on-premises deployments in the same environment to best suit your operational needs.
Cloud isn’t one-size-fits-all, Mitel’s flexibility first approach to UC creates an ideal balance of flexibility, scalability, and unmatched control.
Hear how Mitel is providing future-proofed investments, a common experience for a diverse workforce, AI-Driven Solutions and Industry-Specific Integrations.
Mitel is truly in a unique position to provide the most flexibility and differentiated value, whilst driving innovation.
Biography
A highly-accomplished communications specialist with over 30 years of industry experience, spanning engineering to management. His expertise extends to driving and assisting the development of innovative solutions, crafting go-to-market strategies, overseeing sales motions, and consulting services. Pat and his team consistently strive to deliver customer excellence by leveraging the latest Mitel technology, incorporating AI and chatbot functionality to ensure solutions are fully tailored for each individual customer.
Time: 15:30 – 16:00
Place: Fenchurch Suite, James Campbell, Britannic
Topic: The Power of Britannic’s Intelligent Managed Services
Synopsis
In today's dynamic business landscape, organisations are seeking ways to optimise operations, unlock innovation, enhance efficiency, and drive growth; Enter "Britannic’s Managed Services", a transformative approach that empowers businesses to delegate their non-core functions to Britannic, allowing them to focus on strategic initiatives and innovation. This presentation, " Unlocking Business Potential: The Power of Britannic’s Managed Services“ delves into the key aspects and benefits associated with implementing Britannic’s managed services within your organisation.
Biography
James Campbell, Sales Manager at Britannic, has been working in the Unified Communications and Contact Centre industry for 15 years.
James leverages his expertise to provide forward thinking, tailored strategies and technologies which empower businesses to deliver exceptional customer experience.
Time: 15:30 – 16:00
Place: Minster Forum Suite, Andrew Lilley, 8x8
Topic: CX First Contact: Designing encounters that deliver sustainable value and customer satisfaction
Synopsis
In the competitive world of customer experience (CX), the first contact with a customer can set the tone for the entire relationship. Creating encounters that consistently deliver value and satisfaction is crucial for long-term success. Join 8x8 breakout session, "CX First Contact: Designing Encounters that Deliver Sustainable Value and Customer Satisfaction," to uncover the strategies and best practices for crafting impactful initial customer interactions and learn how brands like Yuno Energy have optimised their CX using these methods.
What you will learn:
Designing for Value: Discover techniques for designing customer encounters that provide immediate and sustainable value. Explore how to create interactions that are both meaningful and memorable, setting the stage for a strong ongoing relationship.
Personalisation and Customisation: Learn how to leverage data and customer insights to personalise first contact experiences. See how customisation can enhance relevance and engagement, making customers feel valued from the very beginning.
Communication Strategies: Gain insights into effective communication techniques for first contact. Understand the importance of tone, clarity, and empathy in creating a positive initial impression and setting the right expectations.
Measuring Success: Explore methods for measuring the success of first contact encounters. Learn about key metrics and feedback mechanisms that can help you assess performance and identify areas for improvement.
Biography
Andrew has over 30 years experience in cloud computing, contact centre, telephony and security industries. His broad technical experience combined with strong commercial, sales, strategy and leadership skills have equipped him with the skills and passion to identify communication solutions that will prepare businesses for the challenges ahead.
