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.
Charanya (CK) has vast experience bringing innovative products to market for enterprise customers. Prior to Talkdesk, CK held product leadership and management positions in Model N, Oracle Corporation and AT&T. As VP, Head of Product, CK oversees product strategy, product management and user experience design. CK earned Masters in Innovation Management from Carnegie Mellon University, Pittsburgh.
Yohann Lecornet is the CTO and CIO for ZenConnect where he is responsible for the company's IT strategy and implementation of new technologies such as Talkdesk. Founded in 2012 and based in Paris, ZENCONNECT responds to the problems of networks and business applications by leveraging new network, WiFi, telecom and cloud technologies. Their goal is to provide the solutions, services, and IT support organisations need to grow and flourish in the best conditions.
Founded in 2013, Lineten is set to disrupt the e-commerce industry as they bring together some of the best delivery providers nationally in order to help companies deliver their products quicker and easier to their end customers. In his role as Growth Lead, Quaid Combstock develops, test and executes growth strategies for new markets. Identifies partnership opportunities within large enterprises and leads all aspects of deal execution, including prioritisation of partners, strategic and financial assessment, transaction structuring, negotiation and implementation.
Eduardo Correia de Matos is Director of Customer Service at TAP Air Portugal, the flag carrier airline of Portugal and Star Alliance member since 2005. TAP operates on average 2500 flights a week to 87 destinations. Over the last 16 years, Eduardo has played various roles in Customer relationship management for several industries as well as in connected activities and support tasks. Eduardo is also the co-founder of AproCS - the Portuguese Customer Service Professionals Association.
Hari Narayan Singh is the Lead IT Consultant for Canon EMEA where he is responsible for the implementation of technologies such as Talkdesk. Canon Europe is the EMEA strategic headquarters of Canon Inc., a global provider of imaging technologies and services. Canon Europe has operations in roughly 120 countries, with approximately 17,000 employees and contributes to around a quarter of Canon’s global revenues annually.
Talkdesk CEO Tiago Paiva will open the conference discussing the company’s momentum in the CX industry. Customers, TAP Portugal, Canon EMEA, Lineten and Zenconnect will also join Tiago on stage.
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?
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.