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Moving on and learning from COVID-19 at Reuters Event

Kate Rayner (Reuters Events) - 14 July 2020

Moving on and learning from COVID-19: Global CX community gather to discuss the future of customer service at Reuters Events Customer Service & Experience Europe 2020
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As part of their CX and Marketing series of B2B virtual conferences and content pieces, Reuters Events have announced they will be bringing together global CX and CS leaders next month. Following on from the Covid crisis, the trends we were seeing in the space beforehand have rapidly accelerated with automation and remote working quickly becoming the mainstream.

Reuters Events Customer Service and Experience (26th-27th Augustn 2020) is featuring a roster of speakers including:

  • Fidaa Chaar, Chief Customer Officer, Societe Generale
  • Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone
  • Carlo Nadella, Chief Experience Officer, Telecom Italia
  • Richard Haddad, Chief Executive Officer, Jannah Hotels and Resorts
  • Christina Liciaga, Head of Customer Service, HSBC Wealth Management
  • Matthias Erb, Head of Holistic User Experience, Volkswagen AG

With over 30 sessions over the course of both days, conversation will centre around the tectonic shifts in call centre’s way of working as well as the huge leaps made in automated technology for customer interactions.

During the height of the crisis the UK Office of National Statistics announced that just under 50% of employed adults in the UK were working from home. This shift is something that the CX community has been championing for call centre staff for years but has now swiftly become a reality.

The unique stress placed on companies’ online channels and customer service departments was a perfect storm and the marketplace has shown incredible flexibility in coping with automated assistance, remote workers and omnichannel approaches. Registration for the Reuters Events Customer Service and Experience can be accessed at the website.


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