A fantastic day of important discussions, actionable learning and building strong connections was had at the NEXT Customer Experience Summit in Manchester.
It’s the first time the team behind the Call & Contact Centre Expo have headed north – and it’s unlikely to be the last!
My keynote focused on how we can give great service by not giving great service.
Instead of being fascinated by “wow” moments and one-off marketing/PR-inducing approaches, how can we simply do what we say we would do more often – and what are the psychological processes that create great experiences.
Five members of the Team Leader Community also spoke to the audience of over 100 professionals for the first time. As well as giving Team Leaders constant content & support in the community, Martin Teasdale always wanted the community to be a vehicle to give the newest, brightest and best leaders in the industry the opportunity to network and elevate themselves to a wider audience.
Yesterday he did that. And it was a pleasure to be a part of.
