Member Meet-up – Customer experience

Join us for our first in-person meet-up in the South-West since lockdown, courtesy of Burges Salmon in Bristol, where Neil Keating of Bright Horse and Chris De Souza of CGI will tackle the fundamental challenges involved in making customers FEEL that they have received a first-class experience.

We all know that Customer Experience (CX) is critically important to the success of our organisations. But unless we truly understand what CX means and how to measure its effect, we will continue to miss the mark in delivering a service that really makes a difference. We have all the supporting data and customer-facing tooling that we need, but using it correctly is what really counts.

Speakers

Neil Keating:  As co-founder and Chief Experience Officer at Bright Horse, Neil leads all the experience education and consulting engagements and works with a diverse range of organisations, including well known multi-national brands, Managed Service Providers, and companies across a range of vertical sectors. With a wealth of experience in IT Services, Neil is an expert in how best to measure, manage and improve the experience of IT through the development of the right XLAs, XLMs and XMOs

Chris De Souza:  Chris is the Director of Business Consulting responsible for leading CGI’s Contact Centre Advisory team in the UK. He advises both government and commercial clients on their customer service and contact centre strategies, operations and transformation plans.  Chris has previously worked delivering customer experience within the financial services and ground transportation industries, and has over 25 years of experience in setting up, fixing and leading contact centre operations both in the UK and overseas.

Agenda

10:00 – Registration, welcome and coffee

10:30 – Session 1: Chris De Souza

Have we stopped caring about customer service in the UK?  The is a general consensus amongst consumers that customer service has massively deteriorated since the pandemic. Customers are being forced to self-serve with businesses making it harder to interact with them. Have we given up?

11:30 – Q&A

12:00 – Lunch

13:00 – Session 2: Neil Keating

‘People will forget what you said, people will forget what you did but people will never forget how you made them feel’ How this famous quote explains what experience is and why you should you manage it. Neil will cover, what experience is, why customers are now racing to measure it, the differences between this to CSAT, NPS and Voice of the Nation surveys and how you can bring different data sources together to effectively understand both what people feel and why they feel that way.

14:00 – Q&A

14:15 – itSMF update

14:30 – Close

Delivery Location

This event will in person at the Burges Salmon offices in Bristol.

How much does it cost?

This event is FREE for all itSMF UK members and non-members.

REGISTER NOW!
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