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Future of Customer Service – in a world of AI and Automation
The future of Customer Service in a world of AI and Automation
2020 was the year when COVID-19 turbocharged the adoption of digital technology for customer service, 2021 will be the year we supercharge the industry. Last year was unpredictable for customer service teams: budgets were cut, call centres and online stores went into overdrive.
Contact centres have been forced to revisit their Digital Strategy Roadmap and realign their capabilities through innovation and automation to manage, meet and exceed their customer expectations. Automated technologies are disrupting the customer service industry by making it more cost-efficient, improving the customer service experience, and saving time for agents. Agents are faced with the same basic questions over and over again that can easily be answered by a computer.
Kath Blackham, Founder & CEO of VERSA Agency, will host a panel of industry leaders to discuss the key challenges and the strategies available to support people, processes and transform customer contact centres.
Mia Lander – Strategic Advisor, KPMG
With decades of multi-national customer experience management, Mia is an expert in AI, digital disruption and managing associated risks. She will be sharing her knowledge on how linguistics and AI can be used to manage business risks.
Michael Spiegel – Executive General Manager, State Trustees
As an accomplished entrepreneurial leader, Michael has a breadth of experience from various sectors. Drawing on his success in managing complex operations and unique work in robotics, he will be discussing the use of AI to improve team performance and support workplace health and safety.
Rik Johnson – Head of Intelligent Contact Solutions, Curious Thing
Rik has vast experience in supporting companies in their digital transformation and customer experience journeys. Passionate about conversational AI, she joins us to discuss intelligent automation and utilising bot solutions to improve efficiencies across contact centres.
– As customer service teams plan for the new norm, we are all wondering what’s the next phase? What trends will be game-changers?
– What’s in store in areas such as self-service, automation, conversational AI and chatbots to enable increased efficiency and enhance customer experience.
– How to keep AI-enhanced conversations feeling human
– How to measure success
– Customer Service Decision Makers and Practitioners
– Operations Manager and teams
– Digital Decision Makers and Practitioners
5.30 pm – Welcome & Digital Experience Showcase
6:30 pm – Panel Discussion
7.30 pm onward – Networking
After a year of isolation and being forced to remain behind a screen, please join us for this not to be missed in-person event. Come along, grab yourself a drink, a bite to eat and enjoy an evening of networking, learning and innovation
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