Tuesday 13th October 2026 | 10:00 (BST) | 60 Minutes
This webinar is hosted in conjunction with:
Continuing the conversation from National Customer Service Week, Francesca Rea, Vice President at the Institute of Customer Service, Ben Booth CEO & Co-Founder from MaxContact and Ben Scales from Elephants Don’t Forget will examine real examples of service improvement and what separates organisations that successfully turn customer service ambition into measurable results.
Drawing on customer success stories, including, Allianz Partners, LV= Financial Services, Protector Insurance, and more, the session will explore the changes that have led to measurable improvements in complaints, resolution times, employee performance, customer outcomes and operational efficiency.
From understanding what customer interactions and operational data are telling you, to removing friction from customer journeys and closing frontline knowledge gaps, the discussion will explore the combination of people, technology, process and insight behind better service.
Learning outcomes:
- Explore the common factors behind measurable improvements in customer service performance.
- See real examples of organisations improving customer journeys, reducing complaints and avoidable contact, and increasing operational efficiency.
- Understand how customer interaction data, operational insight and frontline competence can reveal different parts of the same service problem.
- Consider where technology and AI can remove friction and support employees, and where human knowledge, judgement and capability still matter most.
- Learn how better data and visibility can help leaders identify issues earlier and target improvement more effectively.
- Take away practical lessons that can be applied across customer service, contact centre, complaints and operations teams.