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Customer Contact Expo draws high-level crowds at Olympia London

The golden age of customer service delivered crowds of senior-level buyers to Olympia London for the 14th annual Customer Contact Expo, last week. From the moment the doors opened, the exhibition aisles and conference halls were full, and initial results from visitor analysis show that attendee numbers were in the region of 5,000 (exact numbers to follow once audit is complete).

But not only were the aisles full, on the stands real business was being conducted. Over half of the visitors were actively looking to buy (an increase of 5% on last year), and 26% of the attendees were wielding budgets in excess of £500,000. 47% of the visitors were Head of Department level or above, showing that the key decision-makers recognise Customer Contact Expo as the event to do business at.

Networking, learning and purchasing were all top of the agenda with a huge variety of sectors represented including retail, travel, utilities, housing, and public sector.

Helen Curl, Exhibition Director, UBM Live said, “We’ve changed the name and we’ve changed the proposition of the show. Modern day customer service delivery means multiple channels, integrated with social media, with apps, with web self-service, with all the standard customer channels through an omni-channel experience. We have so many solutions available here, from cloud to analytics and staff training, to help companies with delivering that 21st century customer experience”.

Keeping the content fresh has always been top of the agenda. This year, the Customer Contact Conference was made free to attend, which ran alongside the other free educational sessions in the Solutions Theatres and Customer Service Excellence Arena. This ensured the halls remained packed throughout the two days, with visitors hungry to hear thought-leadership and share best practice with their peers.

“Excellent speakers with knowledge across various channels. (I ‘m) looking forward to next year’s event already” said a Senior Analyst from Allianz SE.

The event included two days of presentations and case studies from companies such as Wowcher, SureFlap, Quintessentially and salesforce.com, covering hot topics such as social customer service and how to deliver cutting-edge global customer experience. Leading vendor NewVoiceMedia showcased its integrated omni-channel contact centre communications solutions in the cloud, showing how to elevate the customer experience, improve the service team’s efficiency and enable greater visibility by effectively routing, managing and tracking communication across multiple customer channels.

A record breaking sign up rate of 83% to the 2015 show demonstrates that there is huge confidence in the market and in the future of the Expo.

The event will be running once again at the Olympia London on 30 September and 1 October 2015.