Ian Pattle

General Manager, Customer Service and Strategy Ocado

Main Conference Day One

Tuesday, October 8th, 2019

2:00 PM Developing an optimal customer operating model: Back to basics

·         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

11:40 AM Case study: Putting customers in the driving seat of contact channel at Ocado

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

Check out the incredible speaker line-up to see who will be joining Ian.

Download The Latest Agenda