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Press Release

Analysts to Debate ‘the Future of Customer Experience’ at CX17

12th September 2017

Reading, UK

Some of the leading analysts and industry experts in the world of customer experience will take to the stage on Wednesday 27 September at the Hilton Hotel, London Olympia to share their knowledge and insights with the audience at Enghouse Interactive’s eagerly-awaited CX17 event.  

Highlights of a packed agenda include Martin Hill-Wilson, founder of Brainfood Consulting, who will present on “Anticipating your Customers’ Needs”. Hill-Wilson will use the event to unveil his secrets of how to find patterns of repeated behaviour in customer journeys and improve on them.

“A proactive service strategy is based on anticipating your customers’ needs,” says Hill-Wilson. “It’s about getting there before customers consciously recognise the need to make contact. Get it right and the outcome is a win-win, a reduced cost to serve and happier customers.”

Also at the event, Dr. Nicola Millard, head of customer insight & futures at BT, will speak on the intriguing topic of “Botman vs Super Agent – What the Future Really Looks Like”. Millard will ask – are we about to witness a clash of the Titans between Botman (automation, self-service and chatbots and super agents (our frontline employees). In her presentation, Nicola will look into the future and explore how man and machine can work in harmony in an evolving digital world.

Finally, Richard Snow, VP and research director, Ventana Research will join forces with Jeremy Payne, International VP of Marketing at Enghouse Interactive, to give their opinions on the results of a recent Enghouse Interactive survey focused on how consumers would ideally like to interact with a business. The joint presentation is entitled, “Getting the Fundamentals Right in a Digital Age.”

Snow will also participate in a panel debate, chaired by Jonty Pearce, editor, Call Centre Helper, which will look at a range of topics including “Assisted and Automated – Getting the Right Balance” and “How do you Measure Success in the Digital Age?”