The role of AI in transforming service to customers
Embrace AI's impact on customer service: a practical business perspective
Today, businesses worldwide are realising the immense potential of AI. In our conversation with Kellie Hackney, Regional VP of Australia & New Zealand at Zendesk, and Irina Hayward, Executive Director - Digital & Direct Strategy at BMF, we will dive into valuable insights on leveraging AI's potential for your business, and how AI is revolutionising customer service.
Discover how AI seamlessly integrates into your customer service operations, offering accessibility and customisation to align with your unique business requirements. Witness a reduction in ticket resolution time, increased agent productivity, and significant cost savings. Let's explore the practical side of AI in business.
Join this fireside chat to find out:
- Out-of-the-box AI accessibility while retaining the power to tailor it to your business's unique needs.
- AI confidence; ensure you can supervise and improve it with a human feedback loop. Don’t let AI run wild.
- How to implement a data-driven strategy to confine AI to pertinent business topics and make informed decisions on when to escalate its involvement.
Your Session Speakers
Kellie Hackney
Regional VP, Australia & New Zealand
Zendesk
Kellie is responsible for working with Zendesk customers in Australia & New Zealand to transform their digital customer experience. Kellie’s experience of 20+ years includes regional & local executive positions with Pega, Tableau, Kaseya and Citrix, where led the AU/NZ and APAC regions.
Irina Hayward
Executive Director - Digital & Direct Strategy
BMF
20+ years B2C and B2B experience specialising in digital, CRM, direct and loyalty marketing across the full channel mix, with a key focus on ROI and campaign optimisation. Irina has worked both client and agency side across AMEX, Citibank, HCF, IAG and Telstra coming from a CX data driven background through to digital performance. Her current clients, agency side, include Voyages Indigenous Australia, TAL Insurance, Rest Superannuation and ALDI to name just a few.
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