Call Centre and Customer Services Summit

I spent a couple of days earlier this week at the Call Centre and Customer Services Summit, which was hosted in Whittlebury Hall near the Silverstone Race Track.

I had the pleasure of meeting over thirty different customers spanning all industry sectors, and held a couple of seminars around ‘Multi-channel Customer Journeys’.  As part of the seminars we spent some time in small groups looking at multi-channel, what it meant, what the differences were between multi and omni-channel, what the benefits were of getting it right, and what was holding back organisations from moving ahead with what seemed in most cases to be of strategic importance to their businesses.
I wanted to share the results of the discussion as they make for quite interesting reading…