Rapid advancements in technology and the growing use of social media have changed the way in which consumer’s access information, making them more powerful than ever before. In today’s volatile economic climate Global and Regional Heads of Customer Service, Operations and Contact Centres from leading brands are also faced with the challenge of balancing these increasing service demands with meeting efficiency and profit objectives.

The need for an organisation to deliver an integrated and consistent multi-channel service is also driving investment in technologies such as mobile, cloud and self service products. Whilst these are often seen as cost effective solutions, technology alone is never enough.

Through real-life case studies, round-table discussions and practical workshops the 2013 Executive Customer Contact Exchange will help us to define our business strategy to deliver an integrated multi-channel service, internally engage and motivate staff and make the best investment decisions to drive customer satisfaction and loyalty.