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We have currently finished our events programme for 2009 and look forward to updating you with our revised events calendar in the New Year.
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Annual Conference Event Presentations |
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Please find below links to the presentations given at our Annual Conference, held at Vinopolis on Thursday 26 Nov 2009.
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KEYNOTE: Profiting from the customer service renaissance
- Jo Causon, Chief Executive, Institute of Customer Service (ICS)
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Speech Analytics - Understanding & acting on customer intent & behaviour
- Dr Marsal Gavalda, VP of Incubation & Principal Language Scientist, Nexidia & Jonathan Wax, VP EMEA, Nexidia
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CASE STUDY 1: Achieving savings with workforce management
- Lucy Harris, Head of National FM Helpdesk, Atkins
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Customer Experience Analytics (CEA) - Treat your customer as an individual not a series of transactions
- Anna Convery, CMO, ClickFox Inc
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KEYNOTE: The role of the CCA in improving the customer experience
- Judy Smyth, Director of Quality and Standards, Customer Contact Association
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CASE STUDY 2: Successfully guiding your business through the evaluation journey
- David Mason, Major Accounts Manager, Business Systems
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