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18 & 19 MARCH 2020


Ben Lappin: Speaking at the Customer and User Experience Expo

Ben Lappin

Chair of DMA Contact Centre Council and Head of Retention & CX  -  Guardian News & Media

Your contact centre adds value. Make sure everyone knows!

Getting frustrated that your organisation says it’s customer centric, but then behaves in ways that definitely aren’t?
Do your customer-focused initiatives make the first draft of the budget but never the final submission?
Your contact centre has huge value, and it’s your responsibility to make sure that everybody in your organisation knows. The purpose of this session is to give you a playbook on getting that message across.

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Ben Lappin will be speaking in the following theatres: