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Martin Hill-Wilson Series 

How to Design & Deliver Mobile Customer Service (Part of an optimised service strategy series)

mobile customer service

Context

Most customers live mobile lifestyles. It is easy to appreciate that smartphone and tablet based user engagement is a completely different experience from using a laptop or landline. Yet how many organisations have begun to transition their thinking around m-commerce and mobile marketing to their contact centres?

This masterclass tackles the unique challenges and opportunities of mobile customer service. We expect real time effectiveness. Video, voice and text become ‘click to’ services The ‘Swiss army knife’ level of functionality embedded in these devices reinvents how customer and brand can help each other in service resolution. Customer service needs re-imagining for your mobile users. 

Reasons To Attend

  • I need to service an increasing number of customers who contact us by smartphone and tablet
  • I need a new framework to house the mobile customer service experience
  •  I need to discover what others are doing in mobile customer service
  • I need to understand how customer journeys change in a mobile context 

Overview Agenda

  • Latest research on UK consumer mobile behaviour
  • Designing effective mobile service experiences
  • A planning framework for mobile Omni-channel
  • Understanding Omni-channel expectations in a mobile context
  • Leveraging smartphone capability for unique service experiences
  • Action planning resources

Learning Experiences

  • Brainfood designed frameworks to develop new thinking and strategy
  • Regular table debates to digest and develop new ideas
  • A3 template style worksheets to capture strategy and roadmap planning
  • All masterclass slides available in original format for reference and internal educational use

Who Should Attend

Directors, Heads of Digital, Customer Service, Customer Experience or Operations who are planning to transition their service capability into effective mobile engagement.

Date & Venue
Wednesday 7th February 2018
St Pierre Marriott Hotel & Country Club
Chepstow
NP16 6YA

Cost: £495+VAT per person

Book now

Spaces at this masterclass are limited. To book a place kindly return the attached booking form to: lucinda@callcentrewales.co.uk

If you have any queries please email: jane@swcontactcentreforum.com

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