Thursday, July 29, 2021
6 PM CET
Duration: 1.5 hrs
Please join us on Thursday, July 29th for the opportunity to hear from seasoned industry experts, Nick MacFarlane from Sky and Sophie Clarke from Radisson Hotel Group, on how they have used Customer Experience and Contact Center data to significantly impact corporate goals and leverage the importance of customer journey metrics across the company. Following that session, a sommelier from The Sommelier Company will be leading the group through a virtual wine tasting.
When completing the form to register for the event, please provide an accurate shipping address so we can make sure the wine gets to you on time!
Welcome | Jagrit Malhotra, Clarabridge
A Search Engine for Customer Feedback | Nick MacFarlane, Sky
Mastering the Social Influencer Game with Radisson Hotels | Sophie Clarke, Radisson Hotel Group
Virtual Tasting | The Sommelier Company
Joining us for the event:
Director Social Media & Consumer PR, EMEA
Radisson Hotel Group
Sophie is the Head of Social Media for Radisson Hotel Group with now added responsibility as Director Consumer PR, EMEA working closely with PR teams across the regions and central Corporate Communications team.
Vice President Customer Engagement
Nick MacFarlane started his career as a Customer Service advisor and now have over 15 years’ experience in CX focused roles. With his customer service background, it is no surprise that he is passionate about the “voice of the customer” being heard at the right level, while using the contact centres as an aid and ensuring appropriate action is taken from the insights gathered. At Sky he looks after both Customer Service and Customer Experience together encompassing the overall data and insight strategy.