As day 1 of CXFS has drawn to a close, we rounded up the big talking points from a jam-packed day of world class CX here at Syon Park, London.
Below we have listed some of the highlights and conversations happening on Twitter.
A winning formula powered by people at LVE
The best formula I have seen for a while…thank you Steve from LV #CXFS @cmexchange. Loving the love for #customerservice #empathy pic.twitter.com/4onOoBKMoD
— Jen Brown (@jen_brown_77) February 21, 2017
Steve Knight , COO of LVE warmed the delegates this morning with a clear yet refreshing summary of the effective customer experience formula that his team have implemented at LVE.
Efficient consistent processes
+
Skilfully doing what we say we will
+
Passion for taking care of customer all
x
Empowered energised people
=
Best Loved service.
Again highlighting the huge role your CX delivery team play in your Customer Experience success.
World Class Mentoring and Advice
CX innovation starts here! CX leaders are meeting the CX experts at #CXFS pic.twitter.com/dbkB7e24D5
— CM Exchange Network (@cmexchange) February 21, 2017
CX mentoring that looked an awful lot like speed dating… However, no smooching on offer here as delegates were treated to World-Class advice from NEX-J, Nano Rep and a host of other heavy weights in intimate, high value 30 minute sessions.
Collaboration, not Replacement
“Use humans in customer care & use bots to make them more efficient” LivePerson #CXFS pic.twitter.com/Eyt5iPmmLB
— IQPC (@IQPC) February 21, 2017
No, LVE are not a client of ours, however, Steve Knight gets another plug here. In the exciting yet uncertain time of AI and Bots, it is refreshing to know that industry leaders are still looking to the future as a collaborative one with bots and AI assisting the workforce and not replacing it.
Competitors aren’t the only competition
“We compete with everyone based on experience” says Ulrika from @LithiumTech @cmexchange. Concerning but spot on point. #CXFS #RaiseTheBar pic.twitter.com/otRd5CrgG3
— Jen Brown (@jen_brown_77) February 21, 2017
According to Lithium Tech, the traditional lines of competition are blurring as Financial services organisations now compete outside of industry with some big unforgiving names in the B2C world. Consumers attention span and patience is ever dwindling in the world of mobile and it is a race to stay relevant for many CX laggards.
We can still have our cake and eat it
A wonderful “have your 🎂 & eat it moment” during @LivePerson preso @cmexchange, ⬇ costs & raise #CustomerSatisfaction #ContactCentre #CXFS pic.twitter.com/mRqHHsY1Nu
— Jen Brown (@jen_brown_77) February 21, 2017
LivePerson reported that utilising messaging and chat can reduce costs while increasing Customer Satisfaction and had strong numbers to reinforce this point.
Speaking of Cake
It’s not all work at the CXFS! We also celebrate! Happy birthday to John Elliott 🎂 #CXFS pic.twitter.com/grDfmWSkev
— IQPC (@IQPC) February 21, 2017
That’s it for today. Some truly inspiring and thought provoking chat, discussion and presentations all over CXFS.
What were your highlights?? Leave us a note below or tweet @resonationCX with your thoughts.
Have a nice evening.
