Announcements and Events

Jo Causon, CEO at Institute of Customer Service, shares four must-have qualities to be successful in customer service in sixty seconds! 

The pandemic has expedited the migration of clients to a variety of digital platforms.Clearly, a completely digitized customer experience is essential to the survival of the company. But how can we make this leap between the essential and the exquisite experiences?Catch Simon Johnson (General Manager of Freshworks, UK&I) and CX-expert Ian Golding (Founder and CEO of Customer Experience Consultancy) discuss this issue during lunch. Recording available below.  

In a world with abundant choices and means, curators of great customer experiences have a disproportionate advantage. The better the experience, the more people turn to it and talk about it.So what's the secret sauce for a memorable customer experience?Join Simon Johnson (GM, Freshworks UK & I) and CX expert Geoff Ramm for the big reveal Today at 1 pm BST. 

 If CX is on your mind, conversations here are going to be brain fodder  Join us for the launch of THE LATE LUNCHA new CX-focused LinkedIn Live series where we sit down with a CX expert and chat away for 30 minutes about the latest in the world of CX over lunch.Kick-off:  Mon, May 24, 1 pm BSTIn the pilot episode, Simon Johnson (GM, Freshworks UK & I) talks to Martin Hill-Wilson (CEO, Brainfood Consulting) about how customer service teams can bring down customer anxieties related to automated systems.  Who should attend: Anyone who’s knee-deep in automation (read: chatbot and automated self-service users) or looking to get started with it soon. 

Introducing Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities. Episode 1: The role of an online community in shaping the customer experience. According to Gartner, 80% of all organizations expect to compete on CX. These brands go above and beyond to set up great customer journeys, including significant investments in customer journey mapping, omnichannel experiences and customer analytics. However, one aspect that’s often forgotten but yet is critical is an online customer community. Join us for the first episode of “Community Matters” as we host Shep Hyken to discuss an online community’s importance in shaping the customer experience. We’ll discuss how online communities: Contribute to a higher trust in your brand Act as a source of first-party customer data and identify issues before they blow up