CCW UK Exchange: Day 1 Round-up

We hope everyone who joined us yesterday at the CCW UK Exchange had a great time. Below are some highlights from the event.

We were incredibly lucky to have Standard Life UK host a fantastic session yesterday morning. Within this, Head of Customer Vulnerability, Riffat Tufail and Head of Innovation, Simon Poots discussed bringing empathy to customer vulnerability. They explained that ‘AI is helping us serve our vulnerable customers in many different ways. It takes away some of the heavy lifting from the simpler conversations, thereby helping us to build more time into the more complex, emotive interactions.’

Alongside their presentation, Standard Life also hosted an interactive virtual experience, offering attendees the opportunity to put themselves in the shoes of vulnerable customers and frontline agents through virtual reality.

We had a fantastic panel discussion titled ‘Walk into the shoes of your customers: Tap into the VoC to accurately map customer journeys.’ Speakers included:

• Andrew Crozier , ex-Head of Player Services at Camelot
• Rachel Angell , Chief Operating Officer, Domus Stay
• Tracy Barr , Head of CX, Northern Railway
• Samyutha Balasubramaniam , Head of Customer Experience Design, Great British Railways Transition Team (GBRTT)
• Duncan McCombie, Chair of Customer Engagement Group, National Grid Electricity Distribution

Together they shared interesting insights and explored how to find the ‘golden thread’ of customer feedback to inform business decisions and improve the customer journey.

One final highlight of yesterday afternoon was three engaging interactive roundtable discussions focused around the following topics:

• Harnessing AI-powered apps for a seamless customer journey
• Optimising your customer operations and creating a strong foundation to supercharge growth and CSAT
• Keeping it simple: why keeping employee happiness at the top of the agenda will result in happier customers

Did you attend any of these sessions? We would love to know your key takeaways from these sessions, let us know in the comments below!