We are now on the eve of the 2018 Leader Insights Forum here in Dublin, Ireland. The main event begins tomorrow morning, although the speakers and guests will be getting together for a welcome dinner later this evening. Let’s take a quick look at what they can expect to be discussing over the next two days.
The focus is on interactions, because every interaction matters whether it is human or digital. We are all aware that the modern customer journey is more complex than ever and one result of this complexity is that customers engage with brands more often. This creates many more opportunities to impress the customer with a great experience – or in some cases, more chances to get it all wrong.
The various sessions at the forum are focused on five key themes: innovation, employees, channels, customers, and privacy. An expert in that field will introduce each of those themes before our moderator facilitates further discussion.
Each INNOVATION matters
Our expert is Frank Keienburg, Head of Player Experience at Supercell. Together with an internal team of 30 individuals, Frank provides services to 100 million daily active players of Supercell’s games across the globe. An uncompromising mix of trust, empowerment, technology, and a healthy dose of skepticism in regard to business standards fuel him.
Each EMPLOYEE matters
Our expert is Carolyn Blunt, Managing Director at Ember Real Results. Ember Real Results is an organization within the expert customer management consultancy, Ember Group, which works with contact centers to improve performance through world-class training, coaching, and learning – identifying opportunities to enhance customer experience and sales while creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.
As an industry writer and speaker, Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine, and is co-author of the book “Delivering Effective Social Customer Service.”
Each CHANNEL matters
Our expert is Dr Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team. Nicola received her PhD in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009.
She is an award-winning presenter, with two TED talks and hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world, and sits on a number of award panels.
Each CUSTOMER matters
Our expert is Steven Van Belleghem, an expert in Customer Focus in a Digital World. Steven is a co-founder of consultancy firm, Nexxworks and of content creation company, Snackbytes. He is the author of four bestselling books, Steven’s first title, ‘‘The Conversation Manager,’’ won the award for Most Innovative Marketing Book of 2010. ‘‘When Digital Becomes Human’’ won Best Marketing Book of 2015 and his most recent book, ‘‘Customers The Day After Tomorrow’’ has been nominated for Best International Business Book.
Each PRIVACY matters
Our expert is Dale Sunderland, the Irish Deputy Data Protection Commissioner. Dale was appointed Deputy Commissioner for Data Protection in May 2016. He is responsible for the Multinational Supervision and Technology, and Policy and Engagement functions of the Irish Data Protection Commission.
The former Head of Communications at Ireland’s Department of Justice and Equality, Dale has also held various positions at that department, working on immigration and international criminal justice and policing policy, corporate governance, and international and parliamentary affairs. He holds graduate and postgraduate honors qualifications in Business Studies and Public Management.
This is going to be an exciting event full of insight into customer interactions. In addition to the speakers mentioned, we will also have time to analyze some case studies from Praxidia (the management consulting specialists owned by Teleperformance) and the BNL-BNP Paribas Group.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Photo by: Carlos Villamayor licensed under Creative Commons