We have currently finished our events programme for 2009 and look forward to updating you with our revised events calendar in the New Year.

 Annual Conference Event Presentations 

Please find below links to the presentations given at our Annual Conference, held at Vinopolis on Thursday 26 Nov 2009.

KEYNOTE: Profiting from the customer service renaissance
- Jo Causon, Chief Executive, Institute of Customer Service (ICS)

Speech Analytics - Understanding & acting on customer intent & behaviour
- Dr Marsal Gavalda, VP of Incubation & Principal Language Scientist, Nexidia & Jonathan Wax, VP EMEA, Nexidia

CASE STUDY 1: Achieving savings with workforce management
- Lucy Harris, Head of National FM Helpdesk, Atkins

Customer Experience Analytics (CEA) - Treat your customer as an individual not a series of transactions
- Anna Convery, CMO, ClickFox Inc

KEYNOTE: The role of the CCA in improving the customer experience
- Judy Smyth, Director of Quality and Standards, Customer Contact Association

CASE STUDY 2: Successfully guiding your business through the evaluation journey
- David Mason, Major Accounts Manager, Business Systems