• Do your people create ‘wow’ moments with their customers?

  • Do they do it ‘Authentically’ and make their customers feel valued?

  • Do they do it consistently… each time and every time?

84% of European customers say their favourite business treats them like an individual but 71% feel frustrated by impersonal customer experiences. THAT’S a massive opportunity!

'Outstanding' customer experiences are rare. And what happens to something people want that becomes rare? It becomes more valuable. This engaging keynote gives your people the tools to seize that opportunity and maximise the value by taking a 'Dramatically and Demonstrably Different' approach… using ‘AI’.

Not Artificial Intelligence, but ‘Authentic Interactions’!

It means…

"Genuine, personal, human interactions that make customers feel valued"

 The result? 'Delighted' customers who come back for more, spend more and tell other people! 

"I was told you were good, and you were! The lack of jargon and real examples made me really think. Thoughtful. Relevant. Brilliant!" 

 Malcolm Norman, Regional Relationship Manager, Specsavers

specsavers 2018

The 5 Ingredients

 WHAT YOUR PEOPLE WILL GET.... AND DO!

 

This keynote introduces your people to the key ingredients of 'Authentic Interactions', challenges them to apply them in their role in your organisation and gives them the motivation and the 'tools' to do the job.

Whether it's your customer-facing people, your sales teams, support, operations, or even your accounts department (hey, this is revolutionary stuff!), this keynote will fire them up and give them the tools to create ‘Authentic Interactions’ with every customer. No gimmicks. No scripts. Just practical techniques they can use immediately to create "wow" moments in every interaction.

The result? 'Outstanding' Customer Experiences that differentiate your business, make your customers feel valued and increase customer satisfaction, loyalty and spend.

They'll learn to:

  • Make It Easy…. Be open and proactively responsive to customers, engage with them, demonstrate their knowledge, and be easy to buy from and deal with at all times.
  • Show Me You Know Me…. Personalise the customer experience and show their customers they care and make them feel genuinely valued.
  • ‘Delight’ Me…. Take responsibility to surprise customers with the level of service they provide and exceed their expectations at every point on the customer journey.
  • Deal With Disappointment…. Proactively spot and deal with customer problems and not just wait for them to complain. They often don’t. They just walk.
  • Do It Consistently…. Be genuine, human, and authentic - consistently, each time, every time. Not just when it's convenient.
  • Don't Just Stand There…. Do something! Your people leave with a clear set of steps to start creating ‘Authentic Interactions’ with their customers immediately.

THIS KEYNOTE IS IDEAL FOR...

Your customer facing people who need to create 'Authentic Interactions' with their customers

Your managers and team leaders you want to inspire and engage their people

Your directors and senior leaders looking to embed 'Authentic Interaction' at every level of your organisation

WHAT THEY'LL TAKE AWAY...

 

  • An understanding of how they 'measure up' in the areas that count when it comes to creating 'outstanding' customer experiences

  • Actionable ideas to improve what they do and how they do it

  • Practical tools and techniques to ‘delight’ their customers with ‘Authentic Interactions’

  • Immediate steps they can take from the moment they leave the room to make a difference - A ‘Dramatic Difference’ that is!

“We invited Andy to be a guest speaker at our NEXT GEN Contact Center Customer Experience event in Amsterdam and he did an amazing presentation. He understood the audience and very quickly established fantastic rapport with them as he led them into the field of AI … Authentic Interactions. We are excited to have the opportunity to have Andy join us again at our future events and value his passion and knowledge which he openly shares in a fun but meaningful way to all attending”

Raj Wadwhani, President, Contact Center World

contactcenterworld

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