CCMA Sponsor Event Avaya - SuperServe 5 Strategies for Superior Customer Experience In the Contact Centre with Marcus Hickman
Venue: Red Cow Moran Hotel, Naas Road, Dublin, D22 YX80.
In 2010, Davies Hickman Partners coined the term ‘omni-channel’ to describe the future of customer contact in the Autonomous Customer research for Avaya. The company is a customer insight and data agency that creates industry-leading thinking about technology, customer experience and business success. At this seminar Marcus Hickman will share insights into the latest consumer trends and opportunities for business in customer contact.
At this morning seminar results for recent research - The new SuperServe - will be presented, this research is based on 8,000 consumer interviews around the world.
Marcus Hickman, MD at Davies Hickman Partners, will present the results, looking at differences by age and channel preference to help provide an up to date picture of what the public expect from contact centres today and in the future. To date the video for the SuperServe research has over 36,000 views on Twitter.Marcus's knowledge of digital consumers is based on the ‘hard graft’ of talking to, surveying and observing customers in more than 160 analytical projects.
Research by the Davies Hickman agency has featured in the Financial Times, The Daily Telegraph, The Wall Street Journal, the Daily Mail, the Daily Express and numerous industry media. It is posted extensively on social media.
Davies Hickman Partners’ research has been presented at conferences, workshops and online on hundreds of occasions by clients who have used its customer insight and data.
This event will take place from 8.30 a.m. till 10.30 a.m.
Please note competitors to Avaya are kindly requested not to attend this event.