The Call Centre Executive Forum
Michael Anderson, Marketing, Sales & Service Transformation, Capgemini will be running a workshop entitled "Strategies for emotionally engaging with your customers".
25 March 2008
The Call Centre Executive Forum is the “must attend” event of the year for directors of the UK’s largest contact centres.
This “by invitation only” forum presents:
- The No.1 networking opportunity in the industry
- A world class conference programme
- The opportunity to meet with the experts in all essential fields to help you solve your most critical issues
Michael Anderson will be holding a workshop on how to emotionally engage with your customers.
Workshop information:
Customer choice has been in the ascendancy and most organisations no longer dictate how or where consumers choose to purchase or even just interact with them. This phenomenon has been accelerated still further with the rise of Web 2.0 technologies. So what now? How can organisations win in this highly fragmented market place where consumers really are king? Organisations that truly understand their customers and consistently deliver great customer experiences, based on a unique market positioning and do that in a cost effective way, will surpass their competitors.
This workshop is designed to identify some of the strategies to consider if you
genuinely have a desire to take the high ground in winning the customers’ ‘hearts
and minds’, including:
-
Explore what single attribute, over and above product and service, should be factored into the design of your customer strategy
-
Understand the five attributes you must consider that are relevant to every organisation
-
Examination of how to understand the ‘customer journey’ in the context of an organisations desired positioning
-
How to prioritise those customer journeys according to value for the organisation and customer
Michael is a senior Contact Centre consultant with over 25 years experience in
the contact centre industry which has been gained in various sectors including
retail, business and direct travel distribution, energy and utilities, financial
services, government and mobile and fixed line telecommunication sectors.
As an Executive Consultant in Capgemini’s specialist Contact Centre team, Michael has fulfilled key roles in channel and contact centre strategy, performance improvement, cost reduction and business change programmes and has been the lead consultant on a number of Contact Centre Transformation programmes.
