Virtual Roundtable With Networking Drinks
October 07, 2021
16:30 - 18:00 - BST
Customer Experience 2021 - Changing Customer Behaviour & Attitudes.
Customer expectations, needs and behaviours are changing faster than ever before, accelerated by the pandemic. Prior to COVID, digital interactions were already establishing a foothold as an alternative to voice. However, since the pandemic there has been a surge in the use of digital. This was in part down to increases in customer demand but also constraints on offline availability as physical premises closed and contact centres migrated advisors to work remotely.
Recent research conducted by Odigo in association with the CCMA has explored and tracked customer behaviours and attitudes to provide up-to-date insight and thinking for CX Leaders.
Join this session as we discuss the findings of this major research initiative and uncover customer motivations and preferences to help shape the future customer experience consumers are demanding. A copy of the full research report will be available post event.
This is an interactive discussion for senior leaders hosted by Executive Leaders Network. The session will provide insights throughout, offer you the chance to discuss the landscape and challenges with peers/experts and ask questions to the wealth of knowledge and experience in the virtual room.
Neil Titcomb - Managing Director
Odigo
Neil Titcomb is the Managing Director at Odigo UKI, a leading provider of cloud-based CCaaS solutions. Responsible for business across the region, Neil ensures Odigo clients enjoy the real-world benefits of Odigo’s innovative solutions, including improving contact centre efficiency, boosting agent performance and delivering personalised, rewarding customer experience (CX).
David Noone - Strategic Account Director
Odigo
David Noone is Strategic Account Director at Odigo UKI, a leading provider of cloud-based CCaaS solutions. Responsible for engaging with larger Odigo clients, helping them to enjoy the real-world benefits of Odigo’s innovative solutions. With over 25 years’ industry experience, David has worked with some of the world’s largest brands, helping them to deliver spectacular results from superior customer experience.