Podcast ¦ Get out of wrap: 228 – Hannah Russell of Roar B2B on the Contact Centre Expo & The Next CX Summit

Key Takeaways

1. The next Customer Experience Summit will be held on 15 July in Manchester, targeting CX professionals with tailored insights and discussions.

2. Hannah Russell, content manager at Raw B2B, highlights the importance of practical applications in CX, focusing on frontline operators’ experiences.

3. The event features speakers like Emma Valentine (Advantage Credit), Dave Labro (Bucha), and Gary Gormley sharing real-life challenges and solutions.

4. Feedback from previous events shapes future agendas to ensure relevance to audience needs.

5. There is increasing emphasis on inclusiveness in CX, including engaging vulnerable customers effectively.

6. Networking remains critical, with attendees eager for interaction and peer learning.

7. The Contact Center Expo in November will broaden its focus, continuing to integrate CX topics into its agenda.

8. Attendee and speaker feedback influence topic selection for future events.

9. Ensuring speakers feel comfortable encourages authentic storytelling.

10. The expo provides a vital platform for professionals to connect, share insights, and stay updated on trends and technology.

11. Attendees are encouraged to contribute experiences and topics to enrich event content.

12. Engaging discussions and the human element of customer service remain central themes at industry events.

Key Statistics

• Over 3,500 attendees participated in last year’s Contact Center Expo.

• The next Customer Experience Summit will take place on 15 July.

Key Discussion Points

1. The shift from traditional metrics to a broader understanding of customer experience.

2. The value of frontline operator insights in shaping CX strategies.

3. Logistical challenges in organising large-scale industry events.

4. How audience feedback informs future event agendas and content.

5. Maintaining audience engagement through diverse topics.

6. Incorporating interactive elements to enhance presentations.

7. Prioritising practical case studies over theoretical research in event content.

8. The role of AI and technological advances in the CX narrative.

9. Networking opportunities at industry events for professional development.

10. Making events accessible and appealing to northern UK audiences.

11. Addressing vulnerability and inclusiveness in customer interactions.

12. Encouraging emerging industry talent to share insights at major events.

Podcast Description

This podcast features an engaging conversation with Hannah Russell, content manager at Raw B2B, who shares insights on the upcoming Customer Experience Summit and the importance of frontline voices in shaping customer service strategies. Focusing on practical applications, audience feedback, and relevance, Hannah discusses organising industry events including the Contact Center Expo. Listeners will gain valuable perspectives on evolving CX trends, networking, and community engagement in the financial services sector.