Future Proof 2: The Future Customer

Navigating the uncertainty of the new business landscape, how can NI contact centres best prepare for future disruption?  Future Proof will discuss the issues and opportunities for the post-Covid workforce, workplace and customer – and explore ideas for contact centres to secure their operation in the new working world. Our virtual series continues with Module 2: The Future Customer and we're delighted to welcome customer journey experts Martin Hill-Wilson | Brainfood Consulting and Amy Scott | Sedulous.

Agenda

14:00 – Welcome – Jayne Davies, CCNNI Lead Director & Sandra Busby, Advisory Board Director

14:05 – Martin Hill-Wilson – Brainfood Consulting 

The Next Challenge: Delivering CX at Much Lower Cost

This presentation takes in the new digital-first agenda many organisations are now adopting as contact centres start to emerge from lockdown. Within the context of Covid-19 and the changes arising from the pandemic, strategies now has to consider new customer needs for ‘contactless’ engagement, plus staff expectations for flexible working and organisational needs for radically reduced cost to serve caused by recession. In this presentation Martin will discuss the changes for the Future Customer Journey arising from Covid-19, considering the new and emerging trends across needs, behaviours, drivers and enablers and what this means for organisations and structures moving forward..

14:40 – Amy Scott – Sedulous

Transformative Times

We are currently living through a time of huge change, where services are becoming digital by default. In her presentation on Transformative Times, Amy Scott will explore how we can use this opportunity to meet the challenges that lie ahead and deliver better services to customers. As well as the important role that integrity, empathy and trust play in building emotional connections with customers and staff.

15:10 – Virtual Coffee Break

15:20 – Q&A Discussion Panel

15:50 – Summary – Final Q&A

15:55 – Close

Meet the Speakers

Martin Hill-Wilson – Director – Brainfood Consulting 

Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Topics include emotive customer CX for customer interaction, customer service strategy, trends in contact centre technology, COVID triggered digital first agendas, blending automation and the human touch.

Amy Scott – Director – Sedulous

Service Designer & Customer Experience Consultant Amy has worked for a variety of organisations to help them improve the experiences they provide customers both in Australia and the UK. Her company, Sedulous, is a consultancy focused on customer informed business led transformation and has worked for numerous blue-chip international organisations and brands on how to improve their service and deliver better experiences to their customers. She does this by helping organisations to identify what customers want, how they are currently delivering against these expectations, where the customer pain points are, what causes them, and how to design them out of their service offering - leading to ideal customer journeys.