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 Forum theme:
“Customer Service in the Web 2.0 World”
Overview
Web 2.0 has re-defined the way customers are making themselves heard and this is changing the way organisations look at customer experience management.
Never before has the "Voice of the Customer" demanded as much attention and immediate action. Customer service organisations across industries are forced to move quickly to ensure that they have a clear response strategy in place.
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How are Customer Service executives thinking about providing support to their customers? |
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What roles do customer service, marketing and operations play? |
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How can companies run a successful and consistent proactive Customer Experience Management Programme? |
Practitioners and Faculty of London Business School will address these questions and share their strategies and initiatives at the forum event. The Global BPO forum is hosted by the London Business School and aims to bring together senior members across industries to share Best Practices, experiences and insights in relevant areas of customer interactions.
Venue: LT9 Room, London Business School, Regent's Park, London NW1 4SA, United Kingdom. Tel: +44 (0) 20 7000 7000. Click here for the location map.
| Agenda: |
| 3.00pm |
Registration |
| 3.30pm |
Welcome |
| 3.40pm |
Session 1
Sean Gilchrist, Director, Digital Banking, Barclays |
| 4.10pm |
Session 2
Jean- Marc Codsi, Customer Experience Consultant, Ex CS Director at T-Mobile |
| 4.40pm |
Q&A and Panel Discussion
Sean Gilchrist, Director, Digital Banking, Barclays
Jean- Marc Codsi, Customer Experience Consultant, Ex CS Director at T-Mobile
Moderated by Prof. Phanish Puranam, Associate Professor of Strategic & International Management, London Business School |
| 5.20pm |
Closing remarks and feedback for next session |
| 5.30pm onwards |
Wine and Cheese will be served at S1 lounge |
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For more details contact Anna Roberts at globalbpoforum@247customer.com
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