Creating Empathy in Customer Services
Building holistic cultures through design, AI and employee engagement
Discussion points:
- Understanding the changing role of the customer service agent
- Exploring why emotion is the only accurate predictor of future customer behaviour
- Ensuring two voices are heard: assessing the combined benefits of both customer and employee satisfaction
- Empowering contact centre agents with new tools driven by AI
- New ways to capture the voice of your customers and employees
- Real-time engagement: making sure employees are kept in the loop
- Designing digital interfaces that all employees can resonate with
- Creating unique onboarding experiences for customer service employees
- A gig economy contact centre: how to incentivise staff and make sure they live by the values of your brand
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After University, Paul worked in Zimbabwe for 2 years with VSO. After that he worked for a few years in the travel industry (airlines and ferry companies) in marketing and general management roles. Paul then moved to Direct Line where he started off in a project management. He was then seconded to Tesco to start their Car Insurance business with Tesco Personal Finance (now called Tesco Bank) where he was Head of Insurance. Paul then returned to Direct Line as Head of Car Insurance before moving back to Tesco Bank as Commercial Director of Tesco Compare, and then to Renaissance Insurance in Russia as VP for Motor Insurance. He finally then moved to Chaucer as Head of Chaucer Direct. After the acquisition of Chaucer Direct and Chaucer Insurance by Markerstudy, Paul became the Group Head of Direct, overseeing Chaucer and Zenith Direct.
Anand is Head of Customer Experience at c2c Rail, an award winning UK train operating company running commuter services into London. At c2c, Anand leads on future customer experience strategy, securing investment in customer experience initiatives and overseeing c2c’s customer contact teams. Prior to c2c, Anand was a market research consultant with Oliver Wyman and has also had previous managerial roles within the hospitality and financial services industries.
Natalia Konstantinova is a great enthusiast with over 10 years' experience in the application of Natural Language Processing, Artificial Intelligence, IT and machine learning technologies to real world problems. She got her PhD from the University of Wolverhampton and worked in various fields such as machine translation, ontologies, information extraction and currently dialogue systems and chat bots. She is currently a lead software engineer in the R&D department of First Utility, the UK's largest independent energy provider, supplying gas and electricity to around one million UK homes.
Natalia is a strong believer that modern technology can transform businesses and our everyday life.
As Chief Revenue Officer, Phil is responsible for driving the growth of Rant & Rave both at home and abroad, working closely with current customers to develop their businesses and welcoming new brands to the Raveolution. With more than 15 years’ experience in the tech industry across platforms such as e-commerce, web analytics, social marketing and retail, Phil’s extensive experience has helped to transform many start-up tech businesses into high-profile brands.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.