Main Conference Day One
Tuesday, October 8th, 2019
· How is remote contact centres and automation changing the outsourcing vs. inhouse contact centre planning?
· What are the core metrics you should be focusing on with different operating models?
Main Conference Day Two
Wednesday, October 9th, 2019
As the largest online only supermarket in the world, Ocado receives over 3 million contacts per year. Ian will share how they have given the channel choice to the customers to improve CX:
· Developing the channel strategy based on customer preferences
· Minimise customer effort and ensure resolutions through different channels
· Investing in technologies to promote self service and make it stick with customers