Agenda 

6:30 PM

Arrival and Registrations

7:00 PM

Welcome address 

By BT

7:10 pm

Customer Service Innovation - What is it?

By BT

The speed of change in consumer driven innovation often far exceeds that of corporate innovation. Why is this?

In this session you will learn about how the consumer of tomorrow has practically been born with technology in their veins and what impact this is having on the way they make decisions. Crucially it will look at what the implications are for businesses and why multi-modal service is mandatory and how customer service innovation is increasingly the only optimal survival technique. 

7:25 pm 

Delivering 'The' Customer Experience through Managed & Hosted Contact Centers

By IDC

How do enterprises manage spiraling customer demands and enhance their competitiveness whilst controlling costs? The emergence of the hosted contact centre is an interesting proposition and a potential answer to this conundrum. During this presentation we’ll examine what technologies are in the market and the best way to optimize them and tailor them to your expansion strategy.

7:55 pm

Practical Examples of the Implications for Business

By BT

So you have heard the theory – what happens in practice? In this session you’ll hear how other organisations are using technology to deliver Customer service innovation and the impact it’s having on their business.

8:10 pm 

A New Era in Intelligent Communications

By Avaya

Making people more productive, processes more intelligent and customers more satisfied

Today’s enterprises are facing increased competition, shortened cycle-times and the need for relentless innovation. Leading enterprises are responding to these challenges by focusing on customer service excellence, workforce productivity and business efficiency across their entire value chain. The need for increased personalization, collaboration and consistent business processes has turned the focus onto communications. Leading enterprises are now embedding a higher level of communications into the heart of their business processes. This is called Intelligent Communications. And it can empower your organization to enhance your customers experience while increasing business efficiency and ensuring continuity through better, faster decision making.

8:25 pm 

Panel Q&A Discussion

8:45 pm

Closing Remarks and Evening Meal

The Organizer reserves the right to amend the agenda, as deemed necessary, without prior notice.