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How Customer Empathy Delivers in the Contact Centre


From 12:00pm until 1:00pm

At Virtual

CCMA / 0333 939 9964 or email

Businesses are working very hard to meet the increasing demands of their customers while balancing very real business challenges, such as absence in flux due to the pandemic and supply chains under strain.
Contact centre advisors are under huge pressure to manage customer conversations to deliver a high customer satisfaction rating or NPS score. This means that they need to demonstrate even greater customer empathy at a time when they too might be under personal strain.

During this one hour of interactive debate, our host Martin Hill-Wilson will lead the conversation with our guests Jon Bowen from Paymentshield and Tim North, Head of Contact Centre Go-To-Market at Conn3ct. They will consider the following:

• Vulnerable customers and how to handle them
• Dealing with increased customer emotions
• Will customer empathy deliver customer loyalty?
• What customer empathy over the phone looks like
• Why seamless communication across channels is key during critical times
• Why giving customers a choice in how they communicate with your brand can contribute to increased satisfaction
• Can technology support advisors to enable greater customer empathy?
• Can customer empathy deliver an ROI?

Brian Atkinson from Five9 will share a summary after the debate.

Your speakers
Martin Hill-Wilson

Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Current topics include responding to new customer behaviour, emotive CX for customer interaction, digital first customer service strategy and trends in contact centre technology.

Tim North – Conn3ct

As Head of Contact Centre Go-To-Market at Conn3ct, Tim North applies over 25 years’ experience of working in the voice and contact centre solutions market to help clients enhance their customer interactions. He leads the Conn3ct team across its broad contact centre portfolio, using his knowledge of different vendors, technologies and platforms to pinpoint the right solutions for different needs and business cases. He also has the empathy and insight that comes from being on the other side of the table, having worked for five years as a consultant supporting clients to select and procure contact centre solutions.

Brian Atkinson - Five9

Brian joined Five9 in 2019 as the GM/VP EMEA, where he is responsible for the growth and strategy in the EMEA region.

Before joining Five9, Brian led the Global Mid-Market Calling at Cisco. Prior to this, he was responsible for Cisco’s Collaboration sales and launched Cisco’s Customer Care business in UK & Ireland and for taking Digital Media Solutions to market in Europe.

Brian spent 8 years in Cisco Sales for IP Telephony and Contact Centre sales in US markets.

Jon Bowen – Paymentshield

With a life-long passion for customers and the people that serve them, Jon, Customer Director at Paymentshield is responsible for shaping and delivering brilliant, intuitive and empathetic customer service to Paymentshield’s policyholders and brokers.

Believing that great service drives great experience Jon’s focus is on using technology as an enabler to deliver easy, flexible and personalised interactions for customers whatever platform customers choose to engage through.

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