In one month’s time, more than 200 senior-level executives from a host of industries including banking and finance, travel and tourism and retail, will arrive in London for EmpowerCX Europe 2019, Sitel Group’s reimagined and rebranded client event dedicated to the future of customer experience (CX).

Innovation Powered by Emotion

On the 18th June, EmpowerCX Europe will be the place to be for any business leader who wants to put customer experience (CX) at the heart of their organisation and wants to harness Innovation Powered by Emotion to make their company a real differentiator in their industry.

Your biggest differentiator

CX has firmly established itself as the No. 1 brand differentiator. Consumers are increasingly willing to pay more to interact with businesses that meet their CX expectations and are just as likely to walk away from those firms that come up short.

As the importance of CX increases, so do customer expectations – they’re looking for conversational, personal interactions and the ability to speak to brands when they want and where they want – across any number of combination of channels.

Pedro Lozano, CEO – EMEA for Sitel Group, will open this year’s event by dissecting this very topic, exploring the ways brands can evolve to align themselves more closely with customer demand, examining the trends that are setting these new levels of customer expectation and highlighting the growing importance of real people, delivering positive emotional experiences to a winning CX strategy.

What makes consumers tick?

Taking things one step further, Ben Page, Chief Executive for leading polling firm Ipsos MORI will present the findings of its global consumer trends study which polled the opinions of over 18,000 people across 23 countries and promises to give businesses the inside track on consumer sentiment towards everything from building brands to building trust in the fourth industrial revolution.  

Technological revolution

The onward march of technology is set to keep revolutionising every aspect of modern business and the delivery of CX is no exception. Automation, artificial intelligence (AI) and big data are making it possible to deflect calls into contact centres and identify and resolve a customer issue before it happens – Gartner claims that by 2020, over 40% of all data analytics projects will relate to an aspect of CX. It’s why Sitel Group’s VP for Analytics and Client Insights, Cristopher Kuehl, will host a breakout session dedicated to capturing data and using it to get closer to your customers.

But data is just one aspect of the business revolution that’s taking hold. With advances in AI and the changing face of digital media, what will the future face of CX look like and how will automation impact industry? In his session Digital Innovation, Mark Brill, Senior Lecturer in Future Media at Birmingham City University will share his insights and help businesses plan for the road ahead.

The power of emotion

Yet, at the same time this technological surge is also serving to highlight the unique capabilities that only real people can bring to customer service, particularly when dealing with a moment of truth. In her keynote, The Science of Conversation, Prof. Elizabeth Stokoe, Professor of Social Interaction at Loughborough University, will examine everything from first dates to a police interrogation to shine a spotlight on the power of words and how the simple act of talking builds human connection and the conversational skills needed for any workplace or institutional encounter.

This year, alongside a comprehensive roster of keynote presentations, EmpowerCX Europe features 12 breakout sessions covering everything from implementing lifelong learning and chatbot design to the ongoing implications of GDPR, achieving a single view of your customer, and building peer-to-peer communities that deliver a return on investment for your brand.

Sitel Group EmpowerCX Europe 2019 is on 18th June and will be hosted at 8 Northumberland Avenue, London WC2. To learn more and to reserve your place, visit the EmpowerCX website. 


Sitel Group