Aleksei Shuravin

Aleksei Shuravin

Head of Customer Service Salmon Group

Agenda Day 1

2:10 PM Roundtable D | Leveraging Voice and Speech Analytics to Improve Customer Interactions and Business Intelligence

Agenda Day 2

10:10 AM Panel Discussion | Designing Self-Service Journeys That Customers Actually Want to Use

  • Identifying where customers prefer self-service - and where they don’t
  • Building intuitive, resolution-first flows that reduce friction and escalation
  • Balancing automation and escalation to ensure support is always accessible
  • Measuring success beyond deflection - including CSAT, repeat contact and containment rates 

Post-Conference Day

10:40 AM Translating Contact Centre Data Into Business Influence

  • Identifying the most compelling metrics and insights for cross-functional leaders
  • Linking service data to business outcomes like churn, loyalty and sales
  • Telling the story behind the numbers - and getting buy-in from senior stakeholders
  • Using insight to elevate the contact centre’s strategic value 

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

Download The Latest Agenda

In Partnership With:

CCW Digital

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