The CX & Service Summit
Fora, 180 Borough High Street, London SE1 1LB
London
Summary
Bring Customer experience to the next level
The world of CX and CS is about to change dramatically. From social selling through conversational commerce and into AI service offerings, the “experience” in digital is on the move yet again.
Commentators, merchants and tech firms seem to agree that AI will transform customer service next - helping more tickets close well, and improving the overall experience for customers. Across every single interaction, both digital and physical.
But let’s not forget how Europe’s consumer engages with platforms like WhatsApp, twitter (now X) and others. How should your business be integrating and resourcing these channels?
Let’s take the opportunity for a deep dive into the problems brands and retailers have today with customers, tech and satisfaction in general - and the potential areas for improvement.
In a new format for Commerce Futures we will be bringing the new (and established) vendors into the event, specifically so that we can all understand their offerings, their AI and (of course) the new value propositions.
Over the course of a day we’ll deep dive together into:
- Customer’s frustration - and how to resolve it
- CS AI and the new bot world - how do old and new world interact?
- Diverting v resolving tickets moving forward
- The overall CX impact of a new Service offering - what will have to change?
Dom Wint
User Experience Designer
smolRead Full Bio →
Dom is an experienced UX Designer at smol, specialising in physical subscription services. With over two years at smol, Dom creates intuitive and accessible digital journeys. Dom's career includes key roles at Wickes, Halfords, and My 1st Years, demonstrating expertise in eCommerce, with proven ability in achieving business objectives and handling substantial responsibility, with a hands-on approach to solving problems.
AGENDA
08:30 Arrival & Networking Breakfast
09:00 Welcome from Commerce Futures
09:05 Panel Discussion and Q&A: Diverting vs. Resolving Customer Service Tickets Moving Forward
09:50 Workshop 1: Leveraging Automation to Enhance Customer Service Efficiency
10:35 Networking Break & Refreshments
10:50 Panel Discussion and Q&A: Designing the Customer Experience Journey with Shoppers' Mission in Mind
11:45 Workshop 2: How to Craft Successful Customer Journeys and Experiences
12:20 Final comments & wrap up from Commerce Futures
12:20 Networking Lunch
12:55 Event End
Dom Wint
User Experience Designer
smolRead Full Bio →
Dom is an experienced UX Designer at smol, specialising in physical subscription services. With over two years at smol, Dom creates intuitive and accessible digital journeys. Dom's career includes key roles at Wickes, Halfords, and My 1st Years, demonstrating expertise in eCommerce, with proven ability in achieving business objectives and handling substantial responsibility, with a hands-on approach to solving problems.
Venue
Fora, 180 Borough High Street, London SE1 1LB
Located in the vibrant Borough area, known for its historical and cultural significance, as well as proximity to Borough Market, this show-stopping venue is designed to empower you, with space to focus, collaborate, recharge and socialise. Perfect for a panel and workshop-led event for retail leaders to learn and forge strong connections.
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