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Customer Experience

Uncovering the Value of the Customised Contact Centre


This year has shown us that you need a contact centre solution that is adaptable and flexible to ensure you can give your customers an experience that they appreciate, but is that your reality?17 Sep 2020 13:00 to 14:00

Heavy infrastructure, long and expensive implementation cycles and cumbersome maintenance are just a few of the realities for contact centres across the globe.

Hear from Art Schoeller, VP, Principal Analyst at Forrester Research and Eugene Neale, Director of CX Engineering and Business IT at loveholidays, one of the UK’s fastest growing online travel agencies and David Cousins, EMEA Flex/CC Sales Leader at Twilio. We discussed tech disruption, agile methodologies and demonstrating the value of implementing a customised contact centre.

We uncovered:

  • How loveholidays improved agent productivity by 20% and smoothly transitioned to remote working
  • Agile approaches that remove the need for heavy infrastructure and implementation 
  • What the future holds for contact centre tech

Exclusive Forrester Report: The Programmable Contact Centre

By registering your details, you will receive exclusive first-look access at Forrester’s latest report on The Programmable Contact Centre.

Want to watch the webinar? Simply fill out your details below.

About Art Schoeller
Vice President, Principal Analyst Serving Application Development & Delivery Professionals, Forrester

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development and Delivery (AD&D) Professionals who plan, build, and run unified communications and contact centre workloads for enterprises.

Art has a dual B.S degree in computer science and computer engineering from Brown University.

About Eugene Neale
Director of CX Engineering and Business IT – loveholidays

Eugene has 15 years’ experience building, running and leading Technical Operations teams and is well practiced at rationalising older IT departments to deliver more cost-effective, secure and user-oriented solutions that deal with the demands of a modern consumerised workforce. Currently Eugene heads up CX Engineering and Business IT at loveholidays – one of the UK’s fastest growing online travel agencies.

About David Cousins
EMEA Flex/CC Sales Leader – Twilio

Twilio is enabling innovators across every industry – from emerging leaders to the world’s largest organisations – to reinvent how companies engage with their customers. David works with organisations to deliver innovative and agile solutions for superior Customer Experience Management; AI, Automation, Contact Centre, Engagement Management, Workforce Optimisation and Analytics. He helps organisations find the balance within the cost vs service conundrum face by all businesses today.

About Stuart Dorman
Chief Innovation Officer, Sabio

As Chief Innovation Officer, Stuart’s role is to build upon Sabio’s innovation culture as well as helping clients to think differently about how they engineer their customer experiences by applying technology, innovation and disruptive thinking. Stuart helps Sabio’s clients to utilise technology to enable world class customer experiences across digital and contact centre channels. He is acknowledged as an industry thought leader, regularly authoring white papers focussed on customer service innovations. Stuart regularly speaks at customer engagement events and serves as a judge for top industry awards across Europe and Asia.


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