IDC, AWS and Accenture Executive Dinner

Reinventing the Contact Centre to Deliver Continual CX Transformation

London, September 22, 2022

Overview

IDC’s invitation-only executive dinners are designed to be a small-scale, personal, and interactive gathering, with sufficient time for you to connect with your peers. The structure of our event aims to be simple and effective - starting at 6.30pm and ending at 10pm.

During this intimate dinner session, at the Historic five-star, Rubens at the Palace, you will understand WHY businesses realise that Customer Experience (CX) is a critical source of sustainable competitive advantage. The role of the contact centre in gathering crucial insights about customers and pioneering CX innovation which is increasingly becoming a topic of conversation at board level.

Contact Centres were thrust into the limelight as the pandemic ensued as the channel of choice, where customers, regardless of distance can get human support. However, they are increasingly overloaded, complex and can contribute to a poor customer experience instead of improving it.

Businesses need to re-imagine the contact centre as an agile, flexible platform for customer engagement and positive experience. Based on the cloud, a modern contact centre has the scale and continuous improvement built in. Automation powers efficiency and personalisation creates a meaningful customer experience, driving revenues, customer service and support, and overall satisfaction levels. An approach of merely porting the existing contact centre capabilities to the cloud will very likely miss an opportunity to capitalise on an ideal inflexion point for the business and deliver long-term value.

Following IDC’s overview and vision of the market, along with AWS and Accenture, we will undertake guided and curated discussions during the dinner where you will be able to debate and learn from your peers on topics such as:

  • What does the future hold for contact centres and customer experience: what is possible, desirable, and achievable?
  • What are the primary drivers for contact centre transformation?
  • What migration and modernisation challenges exist, and what are the routes to overcome these concerns?
  • How do you move from a culture of just ‘keeping the lights’ on to one of continuous CX innovation that drives continuous customer satisfaction?

Join us to discover new ways of imagining the contact centre; drivers, challenges and strategies in modernising CX; and the practical steps in delivering state of the art customer experience.

 

Register Your Place Now

Agenda

Time Event & Speakers
18:30

Champagne Reception and Networking

19:00

IDC, AWS and Accenture Welcome Address

Duncan Brown

Vice President Research, IDC UK

Rowena Maxwell

Managing Director, Accenture

Keith Wilkinson

Head of Sales, Productivity Apps, AWS
19:25

Starter Discussion Topic - What does the future hold for contact centres and customer experience: what is possible, desirable, and achievable?

20:05

Main Course Discussion Topic - What are the primary drivers for contact centre transformation?

20:55

Dessert Discussion Topic - What migration and modernisation challenges exist, and what are the routes to overcome these concerns?

21:45

Q & A session, key takeaways, best practices and event close

Duncan Brown

Vice President Research, IDC UK

Rowena Maxwell

Managing Director, Accenture

Keith Wilkinson

Head of Sales, Productivity Apps, AWS

General Information

 

Rubens at the Palace

 

September 22, 2022

 

6.30pm - 10pm

 

Location

Partners

In Association with
In-Person

Contact Us

Nicky Sharpe

Event Producer, IDC UK

About IDC

58 Years | 1300 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.