On Tuesday we held the in person Customer Service network event over at member organisation Amey in Speke. it was a fantastic day and it was great to see members old and new.
The day kicked off with some lovely pastries and an introduction into Amey Groups Shared Services from Cathie Fillingham, Head of Customer Service. Really interesting to find out more about their vision, approach, people, culture and corporate values since our last visit in 2022.
This year we have introduced a 'getting to know you' session to all our in person events so members can connect, network and discuss current pain points. These sessions are proving a great success and the perfect opportunity to get everyone thinking, sharing and interacting.
The next session we welcomed Keyvan Shirnia, Chief Strategy Officer at Fusion Global Business Service who shared some fantastic insights to enable us to challenge our thinking about the traditional model that prioritises customers over employees. Keyvan revealed the transformative power of prioritising employee experience (EX), sharing key elements of great experiences and how we can bridge the gap between current realities and employee expectations within Shared Services. The session was full of practical strategies to assess, improve, and transform our Customer Service teams, exploring how we can boost employee engagement and achieving outstanding CX.
After an amazing networking lunch Neil Gow, Head of IT, Customer Services & BI - Shared Service Centre sharing the journey so far at EQUANS. Excellent, insightful and passionate session and thank you for sharing your journey with. The icebreaker which wasnt an icebreaker certainly got everyone up off their feet and awake!!!!! 😄
We completed the agenda and closed the day with a round table discussion exploring the five essential building blocks for implementing effective automation in customer services. The session covered how to leverage data-driven insights, optimise communication channels, establish a unified automation platform, and continuously measure and improve our processes. Through real-world examples and interactive group discussions, members gained practical strategies to enhance efficiency, reduce costs, and elevate and empower both employee and customer experiences and left us with a clear roadmap to transform our teams through automation.
Thank you to everyone that took the time to join us, so many great conversations and takeaways to take back to our member organisations. Thank you to our Network Chairs Natalie and Matt for facilitating the day and to Cathie and Neil for the member contributions and a huge thank you to Fusion Global Business Services for sponsoring and supporting our event and for all the insights and giving us a great introduction to Fusion GBS.
The next event will take place online on October 1st and we look forward to sharing details on the agenda in the coming months.
