IT - ROUNDTABLE

Making Customer Service Meaningful (and Human) Again

24th November 2022, Europe 10:00 - 11:30 GMT
IN PARTNERSHIP

How can you enable a seamless, empathetic customer journey across every channel?

70% of consumers believe empathy is vital in a customer service interaction and yet 39% feel their emotional state is not well understood by brands in those interactions.

During the pandemic we saw a rapid move to agents working at home and a steep rise in consumers using digital technology to interact. But what happened was done out of necessity and at speed. Now organizations need to make a very different contact centre work for both employees and customers in the longer term.
Consumers want the speed and convenience of digital, but sometimes they also want the empathetic engagement of a human being. 39% of dissatisfied customers say they can’t do everything they want through digital channels, and 20% want to mix online chat with a human into their digital interactions.ii
Customers today are less forgiving of poor service. Agents having to deal with frustrated customers are having to do so alone at home without the face-to-face support of colleagues and managers. This is leading to agent turnover rates of 60% a yeariii, which in turn is impacting customer experience.

Delivering empathy requires a combination of intelligent multichannel technology and human skills.
There is a way of putting human empathy back into digital contact centres – by setting up processes and systems that enable agents to have positive interactions with customers cost effectively at scale while maintaining regulatory compliance. A way of delivering differentiating customer experiences while also creating a fulfilling working experience for contact centre employees.

BT and Genesys are helping companies across several contact-intensive sectors to deliver empathy in the contact centre.

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Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Find out more www.genesys.com

BT

We’re one of the world’s leading communications services companies. At BT, the solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good.

There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.
Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.

Find out more www.bt.com

Discussion topics

1

What challenges are you facing with knowledge sharing and upskilling across hybrid teams?

2

How can you enable seamless engagements/journeys across human and digital channels?

3

How are you prioritizing and pre-selecting optimal channels based on consumer requirements?

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Why Attend

Closed door, tailored conversations to benchmark, share and get better equipped to solve complex transformation projects.

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Meet industry leading like-minded executives tackling similar initiatives.

Benchmark with your industry peers

Discover and network to gain expertise and experience on how to best act and succeed.

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"Very engaging on the right topics and with the right people, I very much look forward to (attending more) in the future"
Alex Boehme, CTO, H&M Group
"Since the session I did have several of the attendees reach out to me. We were able to grow our networks, connect together, share experiences, and I look forward to continuing those dialogs into the future"
Jeffrey Johnson, Vice President, Chief Information Security Officer and Chief Security Officer, Siemens Health Affairs for North America
"A great mixture of good topics, great technology, very engaging and having some leading experts in the field being there"
Dr Brian Letort, Fellow & Chief Enterprise Architect, Northrop Grumman
"It's not a business of selling, it's a business of sharing. And so GDS helps create the environment to share with trust."
David Kidder, CEO & Co-Founder, Bionic
"The roundtables were really valuable sessions."
Mike Welna, Senior Information Security Director, Boys Town
"I made quite a few contacts that will be beneficial to me."
Margaret Bond, Director of Cyber Security, Numotion
"This is not your typical zoom. This is a lot more innovative. The look and feel is far more advanced than what I've seen before. "
Marty Sprinzen, Founder & CEO, Vantiq

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Virtual event benefits

Solve key challenges and ensure relevant discussions connect with outcomes efficiently and at pace.

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Access to industry leading like-minded executives tackling similar initiatives

Discover

Collaborate and network to gain expertise and experience on how to best act and succeed

Accelerate

In-depth face time with the world’s leading tech companies pushing the boundaries to solve your challenges

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Thank you for your interest. One of the team will be in touch soon.