Despite widespread automation and attempts to introduce artificial intelligence in customer service, human employees still do much of the work when interacting with customers. How do you maintain and develop your service levels in a constrained environment? What are your customers' priorities today? How do you motivate employees in an understaffed market? What metrics should you use to evaluate CS today? These questions will be discussed with case studies during the IX Russian National Client Service Forum CLIENT SERVICE FORUM 2024.

The forum is aimed at directors of customer service and marketing, heads of customer experience departments, customer relationship management departments, service quality control departments, UX-designers, professionals in the fields of Client Service and Client Experience, suppliers of products and services. Speakers include:

• Svetlana Kalinina, Head of Customer Experience Development Department, RENESSANCE BANK;
• Olga Korolkova, Director for Customer Service, INVITRO;
• Andrey Shlyaev, Director of Marketing and Retail Sales Organisation, 585*GOLD;
• Evgenia Shilova, Head of INVITRO Contact Centre;
• Natalia Bedretdinova, Director of Customer Relations at ROSBANK.

Preferential registration is available until 21 of May!

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What's in the CLIENT SERVICE FORUM 2024 programme?

The business programme of the forum featuring prominent experts will discuss:

• Novelties in the customer focus and new trends;
• Customer service as a source of income;
• Building a customer-centric corporate culture in the company;
• Unified system of processing customer enquiries in all channels of interaction;
• Analytics in the Client Service sphere;
• Service and customer focus in the cunderstaffed market;
• CX- and UX-research within the company: organisation and integration into the work of product teams;
• Identifying and capturing client goals, values and needs;
• Loyalty VS Costs. How to calculate the payback and what percentage of costs is optimal?
• Building a systematic approach to client service in B2B;
• And much more.

The Forum will open with a special day (June, 19), the theme of which will be "Client Service in B2B". As part of the B2B DAY, professionals from major manufacturing companies and business service providers will share their experience in "reactivating" lost customers, implementing advanced solutions and their benefits, and analysing the metrics used by B2B companies.

Participation in the forum is fee-based. The organisers traditionally provide discounts for InterForum club card holders and for groups of 3+ people.

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