Free Content & Event Materials

If the CCW Executive Exchange sounds like an event at which your organisation should be represented, please let us know by filling out the form below, emailing us on: exchangeinfo@iqpc.com, or calling us on: +44 (0) 207 368 9484. In response to your enquiry a member of the team will contact you to take you through the qualifying process.

We work so hard on our customer–centric branding and our customer-first approach but what does it actually take to embed these things as behaviour within the organisation? This session will look at customer-centricity from the inside out and talk about the important questions about internal process and culture that need to be addressed if you want to BE the customer brand that you say you are, and what it will take to remain relevant in the future.

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more details on how many businesses are starting to contemplate how this outbreak could shift customer needs and employee expectations.

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work, searching for information and more.

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace has, and continues to evolve before moving on to the three elements that make up the digital workplace landscape: Technology, Processes and People.

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary of Liberty Mutual Insurance. In an era of disruption and evolving customer and employee expectations, he is responsible for solving for emerging business needs by delivering innovative technology and software products to support the enterprise.

We had the pleasure of sitting down with Gina Gallo, CEO of Stratix, to discuss her expert insights into how mobility helps drive the digital transformation change and help connect the employee experience to that of the customers.

We interviewed four leaders from the automation space to divulge their insights into their company’s automation strategy, automation journey, the impact this has on their business, the role their solution providers play in their automation, and much more.

Facilitator: Nick McQuire, Senior Vice President and Head of Enterprise Research, CCS Insight

Join this CCW Virtual Think Tank sponsored by RingCentral

• Sharing of best practices for virtual meetings, and exploring what can make or break an internal digital meeting
• Comparing internal and external business meeting requirement and how to optimise and professionalise each
• Exploring the different technological possibilities for carrying your workforce into the future

With the sudden move to work from home, workplace leaders have found themselves ensuring communication and collaboration is maintained across all teams and functions. In this 60 minute Virtual Think Tank, join together with leaders from across a range of different sectors to discuss how quality of meetings has been upheld throughout times of disruption.

Join this CCW Virtual Think Tank sponsored by Ring Central

With Covid-19 moving employees across the globe into home-offices, companies have had to quickly change their operations to provide a secure, yet user-friendly way of working. With a great need for secure platforms and interactions, the users will not only be looking to conduct their business from a range of different devices, but also to adapt to new processes and customer preferences. In this 60 minute Virtual Think Tank, come together with peers from a range of different industries to discuss how you can create a secure remote environment, that remains customer centric.

With recent impact of Covid-19 on the workplace, not only are customer contact centre agents moving to more remote and alternative ways of working, but additionally so are the customers. Most companies will be faced with a decrease in available front line workers due to the global pandemic, at the same time as customer behaviour will have changed along with restrictions being brought into play. This 60 minute Virtual Think Tank will bring together senior-level customer contact leaders to discuss the direct impact of Covid-19, and more so, what solutions and strategies need to be taken to stay ahead in a changing customer landscape.

• Evaluate the changing pain points across the customer journey and how you can better link contact centre agents with existing channels
• Investigate the changing nature of preferred channels amongst customers and how you can have the structure to support any necessary amendments
• Optimise efficiency by improving the flexibility of working through new user-friendly methods

Join this CCW Virtual Think Tank sponsored by RingCentral