British Retail Consortium invites you to their event

Re-imagining Customer Service for the Next Normal

About this event

It is both an exciting and ever-evolving time for the retail industry globally. In an environment marked by rapidly changing customer preferences and ‘everything digital’ taking over, retailers are faced with a significant challenge – humanizing the digital customer experience. 

In these challenging economic times, retailers are looking to focus on customer needs, exemplary service delivery, and to create, retain and build on loyalty. They also seek to create a seamless experience that blends digital capabilities with the required levels of human interaction.  

In this webinar, you will hear from Tina Spooner, Strategic Insights Manager at the BRC, and Richard Holden - SVP, Sales, Customer Experience Service (Europe), WNS. Our speakers will discuss both automated and human-assisted experience, cross-channel analytics and workforce management, and will share their insights on navigating the changing tides of retail whilst keeping the customer at the heart of company strategy. 

Key Takeaways :

  • Gain a better understanding of how digital capabilities can enhance your brand’s customer service, but only when deployed with careful consideration of the required human touch – in other words, the design principles of digital offerings should be human-centric to achieve the optimum blend of digital and human touch  
  • Think about desired outcomes – how we must move away from measuring the “at the moment” static experience, instead we must measure the end-to-end customer journey – from automation, omnichannel experience to AI-led operations. 

Hosted by

  • Guest speaker
    IW G
    Ian Webber-Rostron Customer Experience Director @ Club L London

  • Guest speaker
    Richard Holden CX Practice Lead, EU @ WNS

  • Guest speaker
    Tina Spooner Strategic Insight Manager @ BRC

British Retail Consortium

Our mission is to make a positive difference to the retail industry and to the customers it serves.

The go-to trade association for all UK retailers, promoting the story of retail, shaping debates and influencing the issues that matter to the industry.
BRC membership is open to UK retailers, retail-related trade associations and companies who provide services to the retail sector.