Kcom shares future of customer service insight at Chief Wine Office event

23 May 2013: Communications provider Kcom recently co-hosted a Chief Wine Officer Finance Industry Reception at the Andaz Hotel, London, to talk about innovation in customer experience.

Representatives from Barclays, UBS and the RAC attended the event along with other organisations from the retail, finance and insurance industries with discussions focusing on how the delivery of fantastic customer experience can inspire loyalty, create brand advocates and drive growth.

Mark Pritchard, Customer Experience specialist from Kcom, presented to 33 guests about the future of automation and its ability to enhance overall customer service strategy.

Mark said: “Consumers have high expectations when it comes to customer service, wanting to be able to contact a company in whatever way they choose, whenever they choose, and have their query resolved quickly by someone who has the knowledge to do so. To be able to deliver against that expectation, organisations need to join up their legacy systems and arm their contact centre agents with collaborative technologies; as a result, they’ll be better equipped to deal with customer queries quickly and efficiently, helping to improve customer retention and advocacy.”

The team from Kcom, alongside guest speakers from Quote Me Happy and Grapple, shared ideas on what it takes to deliver a truly great customer experience and how to make the most out of the customer service improvements that can be created through new communication channels.