28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Simon Separghan

Managing Director, Global Customer Operations & Digital Channels

8:10 AM International Keynote Presentation: Keeping Up with the Change with a Relentless Focus on Cultural and CX Transformation at Barclays UK

Simon leads a team helping over 4,000 Colleagues make a difference by continuously innovating into new ways to better service their 60 million customers. Since the recent deployment of their Chatbots and other instant messaging functions, Barclays have seen an uptake of up to 30% of these new channels, and Simon attributes this to their relentless focus on giving customer the confidence to use them, which fits the right journey and balance of where their customer are at. With this also comes the need to invest in how staff develop a sense of purpose to become money mentors and support for their customers, which is a key area of focus for Simon’s team. Through this, telephony services have seen a dramatic increase to their NPS at 50+. Simon shares the most crucial components of success including:

  • Creating a culture of ownership with the team by allowing call centre staff to train bots on alliterations and boost skills and capabilities in new channels
  • How to make digital communication as human as possible: The importance of investing in a degree of human capability in functions that customers know aren’t human
  • Reducing call demand but increasing complexity: How CX transformation and change management have created a better balance for agents to manage more complex situations

Check out the incredible speaker line-up to see who will be joining Simon.

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