Paul Classens

Head of Contact Centres ING

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

4:05 PM EX=CX² - The Formula for Customer Experience Excellence

Salesforce, Google, Atlassian. It’s no accident that some of the World’s most successful companies with the highest revenues, are also voted amongst the top places to work at employee review sites.

It is a trend for many C-level business leaders today to spend time designing sophisticated Customer Experience programmes and innovations. But what about their Employee Experience initiatives?

Analysing traditional HR and retention metrics within HR departments is all well and good, but why aren't these metrics being matched back to the subsequent effects on Customer Experience metrics? Factors like high churn rates, poor engagement and employee burnout, have a direct impact on customers.

Ultimately, there is no formula for optimal customer satisfaction. But efforts to improve Customer Experience should be of equal importance for companies today as Employee Experience - because they are directly correlated. This discussion explains why Business leaders should be balancing both EX and CX for successful Customer Service in 2020


Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

9:15 AM Operational Cost vs Customer Delight: Should we Really be Investing in AI & Automation?

  • Understanding contact centre data: what data is available, what can be collected and how can it be used to provide a more value-led customer service
  • Omni-channel integration – will the contact centre become the pulse of customer insights and analytics?
  • The integration challenge: How do we merge our Knowledge Management Systems data into our existing chatbots for that sophisticated, conversational communication
  • What will the developments in AI mean for creating a future-ready workforce in the contact centre?


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

Download The Latest Agenda