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Join us at the 'Advances in measuring Customer Experience in the Contact Centre' briefing

  • Publish Date: Posted about 4 years ago
  • Author:by MERJE

UPDATE: We have been closely following the government restrictions and recommendations regarding the COVID-19 coronavirus outbreak and, due to concerns for the health and safety of our guests, we have decided to postpone the ‘Advances in measuring Customer Experience in the Contact Centre’ event due to take place on 27th April.

The event will still take place later in the year and we will share details when we are able to confirm the date and the location. Anyone who has already booked a ticket will be registered for the new date automatically and will be contacted with the new event details.

MERJE andTTECare co-hosting the 'Advances in measuring Customer Experience in the Contact Centre' briefing on 27th April 2020 in Manchester.

The free to attend event will be atLEAF on Portland Street from 4pm and will include talks from Ian Golding and Peter Dorrington as well as a panel including MERJE's Neil Johns.

To attend this event, please register here.

Event information

Time and date: 4pm-7pm 27th April 2020

Location: LEAF on Portland Street, 115 Portland Street, Manchester, M1 6DW

Join CXC’s Ian Golding and XMplify's Peter Dorrington on 27 April at ‘Leaf on Portland Street’ as we share how new techniques for gaining insights into what really matters to customers can be used to improve the Customer Experience and deliver measurable business results.

According to Forrester in their 'Predictions 2020', ''Could CX become a victim of its own success? Mature CX orgs have cleared out the low-hanging fruit. To continue succeeding, CX leaders must prove the ROI of CX investments in 2020."

Improving the Customer Experience (CX) still remains a top priority for many organisations, but what is required now are the tools and the measures to quantify the impact that investments in CX are having on business performance.

Our speakers will discuss:

  • The past, present and future of CX measurement

  • A model for understanding how people make decisions

  • Using data & analytics to understand what customers really value and why

  • Turning CX Insights into hyper-personalised experiences that engage and delight customers

  • How to operationalise customer insights to deliver a great CX at lower cost

We will then have a panel discussion where our experts will share practical examples of how to put all of this into practice within a contact centre environment and answer your questions.


Ian Golding – Certified Customer Experience Professional, Customer Experience Specialist and the founder of Customer Experience Consultancy (CXC)

Peter Dorrington – Expert in the field of Experience Management (XM) analytics and Founder of XMplify Consulting.


Neil Johns – expert in the Contact Centre recruitment market and Director at MERJE

Nick Viles – expert in digital transformation and Partner at TTEC Digital Consulting

Joanne Regan-Iles – expert in Employee Experience (EX) & culture and Executive Director Human Resources at TTEC


15:45 - Coffee & Registration

16:00 - Introductions

16:15 - Measuring CX: Past, Present & Future

17:00 - Using behavioural analytics to deliver great Customer Experiences

17:30 - Panel Session – Next generation CX in the contact centre.

18:00 - Closing Remarks, followed by networking drinks

To attend this event, please register here.