On Monday afternoon we welcomed our clients and close contacts to our new home at the Blue Fin Building in Southwark. Mats Rennstam delivered a presentation on realising potential for 2019 and beyond.

This slideshow requires JavaScript.

Mats spoke about:

  • The link between CSat and Employee Engagement
  • The power of asking Why
  • The fact that analysts are waking up and taking notice of the importance of customer experience

Employee Engagement

Richard Beard delivered three case studies to showcase the improvements that Co-op, TUI and Which? Mortgage Advisers have accomplished since they started working with Bright.

Sabio’s Chief Innovation Officer Stuart Dorman spoke about the future of contact centres and CX. William Carson from Concentrix who attended our event said the key takeaways were “fixed line voice is dropping, mobile voice is on the rise but non-voice messaging is soaring. Fun fact of the night: Siri now responds to 10bn requests per month and your computer knows more about you than your best friend”.

Proliferation of channels

We had a Q&A session after all the presentations, where lots of great questions were asked which sparked up amazing discussions. The networking continued on over drinks and nibbles on our private 10th floor terrace. Want to check out the best bits from Mats Rennstam and Stuart Dorman? Check out the video below.