Every business has unique employees, unique customers and a unique definition of success. This presents a unique set of challenges when it comes to measuring and benchmarking the metrics that matter most. We created the Talkdesk CX Tour to help you identify the performance measures that will best enable your organisation to achieve success and future proof for the challenges of tomorrow.
Tiago is CEO and Founder of Talkdesk. Over the past seven years, he has scaled Talkdesk from 10 employees to over 500 and has crossed major industry milestones including reaching 100 million calls. Tiago received a MSc in Computer and Electrical Engineering from Instituto Superior Técnico.
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group as well as advising and consulting numerous other large organisations as well hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.
Martin is a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omni-channel design, automation and self service, customer experience management for contact centres, social customer service excellence.
Justin Robbins is a customer service expert and business consultant that helps organisations maximise the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact centre and customer experience best practices.
Martin Hill-Wilson will provide a glimpse into the future of the contact centre, discussing the latest trends and how the industry is likely to evolve over the next 10-20 years. This session will provide an amazing insight into how technologies such as AI, emotion management will radically evolve the role of contact centre agents and managers alike.
Do you know the latest metrics you should be tracking in 2019? More importantly, how should you use them to better measure your team’s progress towards success? In this session, Justin Robbins will discuss the research around:
Emerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it’s own a***. One could argue that the service and experience space is starting to exhibit some of the same characteristics namely it’s in danger of becoming overly technical, frameworked, measured, codified, certified, specialised and functionalised. Punk exploded out of the back of prog rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises?