Press Release

Enghouse Interactive today announced its CX17 customer experience event will take place on Wednesday 27 September at the Hilton Hotel, London Olympia. This year’s event, “Taking a Leap into the Digital World”, offers a great opportunity for practitioners and visionaries from multiple industry sectors and disciplines to collectively share best practice and insights into the latest CX trends.

The event features a series of keynotes, seminars, and hands-on interactive sessions, exploring how forward-looking organisations are harnessing a CX strategy which is anchored around digital channels to drive higher satisfaction levels for both customers and employees. These sessions are hosted by a stellar line-up, including industry analysts and business leaders, all experts on customer experience and how the ongoing digital transformation is reshaping it today.

Jeremy Payne, International VP Marketing, Enghouse Interactive, says: “Building on the success of last year’s event, “The Age of the Digital Customer”, this year’s conference will shine a light on businesses who have crossed the digital divide. It will highlight, in particular, their experience of transitioning to a new world where digital channels, self-service, automation and artificial intelligence are brought together to help a new generation of customer-focused employees to deliver optimum levels of customer service and engagement”.

“Delegates will discover how these pioneers have succeeded in avoiding the pitfalls of ‘Digital by Default’ by devising an intelligent ‘Digital by Design’ approach within their customer-facing functions that drives higher levels of customer satisfaction and loyalty whilst simultaneously reducing costs,” he adds.

Keynote Speaker, Clare Muscutt, Head of Customer Experience at Sainsbury’s, will share insights on ‘How to break down barriers between channels and teams, to ‘join the dots’ for customers, using experience design.’ Her presentation will focus on the importance of customer experience design in an ever-changing omni-channel world, and the common pitfalls businesses encounter in striving to optimise it.

In addition to Muscutt’ s keynote, delegates at the event will have over 20 other sessions to choose from including insights from Dr. Nicola Millard, a customer experience futurologist at BT and contributions from a wide range of other leading businesses including Microsoft, GSK, RingGo Parking, Home Group, and Nuance.