MASTERCLASS
Learn from our experts on a range of topics
As the world of customer experience evolves, leaders in CX and Customer Operations are turning to the power of Generative AI to enhance efficiency and drive innovation in contact centres. But where do you begin? How do you build a strong business case, gain leadership buy-in, and ensure ethical implementation?
Join us for this exclusive LinkedIn Live session where we bring together industry experts with real-world experience deploying GenAI in sectors like luxury retail and financial services. Whether you’re a CX leader, a Founder scaling your business, or part of the C-suite looking to future-proof your operations, this masterclass will equip you with the tools and insights you need to harness GenAI successfully.
What you’ll learn:
- When and how to implement GenAI in contact centres – and the ethical considerations to keep in mind.
- Building strong business cases and securing buy-in from leadership and customers.
- Practical implementation strategies, from choosing the right partners to rolling out the solution.
- Best practices for in-house vs consultancy-led GenAI initiatives
Want to build customer retention and long-term loyalty?
Are you struggling to bridge the gap between customer expectations and reality? Ready to reduce churn and create more predictable revenue streams?
Join us for this powerful 45-minute LinkedIn Live session, where we explore how a Customer Immersion Programme can transform your business.
We’re thrilled to welcome Sue Moore – CX Director, Consultant & Customer Immersion Specialist – who has successfully implemented immersion strategies across multiple industries, from global corporates to SMEs, in both B2B and B2C markets.
Why does this matter?
Customer Immersion isn’t just about insights, it’s a game-changer for:
- Increasing customer retention & loyalty
- Reducing service failures & improving customer experience
- Strengthening marketing & customer segmentation strategies
Over the past 12 months, AI has dominated conversations, with businesses racing to implement new technology to enhance customer experience, drive efficiency, and reduce costs. But as automation takes over routine tasks, contact centre agents are facing a major shift.
Their roles are becoming more complex, dealing with emotionally charged interactions, heightened customer expectations, and minimal wrap times. This raises a critical question for contact centre leaders:
Key questions we explore:
Rethinking hiring: Do we need to prioritise emotionally intelligent candidates?
Supporting agents: How do we protect and enable teams in an increasingly high-pressure environment?
This is a growing concern among the CCOs, Directors, and Founders we work with. To dig deeper, I sat down with Danny Wareham and Sandra Thompson, two of the most insightful and engaging voices in the space, to explore how we navigate this shift.
When teams are stretched, CX quickly becomes reactive, fragmented, and costly, leading to delays, churn, and missed opportunities. This LinkedIn Live is designed for Founders and C-Suite leaders ready to shift from firefighting to forward-thinking.
We’ll explore:
The Power of CX: why it’s a commercial growth driver, not just a support function.
Proactive vs. Reactive: strategies to reduce churn, delays, and costly returns.
Customer Insight: using data to shape product, operations, and strategy.
Fractional CX Support: when to leverage it for flexibility and efficiency.
CX & Product Launches: ensuring market fit through early customer input.
Driving ROI: how to track, measure, and prove the impact of CX investment.
Whether you’re scaling support, finding product-market fit, or tackling retention challenges, this session will give you tactical insights to turn CX into your competitive edge.
The AI race is on — but are you set up for success when it comes to choosing the right vendor?
If you’re:
Overwhelmed by all the noise
Weighing up big players versus agile newcomers
Worried about risk versus ROI
Unsure how to scale across regions
Then this Masterclass is for you.
We take a deep dive into these topics and ask the critical questions to assess whether your business is truly ready for AI — check it out.