The role of AI to boost ROI across the customer journey

In the ever-evolving business landscape, the potential of Artificial Intelligence (AI) has often been obscured by perceived costs and complexity. However, the emergence of powerful new AI tools that are not only more accessible but also easier to deploy is changing this.

During this session, we'll delve into how AI can be a game-changer for your business, delivering impact on your bottom line. We'll debunk the notion that AI is only for big corporations with deep pockets, and instead, we'll show you how affordable implementation can yield rapid returns, particularly in redefining customer support strategies.

A key takeaway will be the empowerment of your CX team; AI isn't about replacing human touch but about amplifying their capabilities and facilitate scalable support. In a world that never sleeps, efficiency is key in customer service and being able to meet increased demand without straining your resources is crucial in an increasingly competitive landscape.

In this webinar, we will address:

• Optimising agent productivity: streamlining operations through automated workflows, boosting agent effectiveness.
• Enhancing customer understanding: sentiment analysis to gauge customer emotions and aim for more personalised interactions.
• Intelligent request handling: smart routing to ensure each request is directed to the most suitable agent, enhancing response times and customer satisfaction.

Join Nicole Good from Bristol-Myers Squibb, and Dr. Jon Brummel from Zendesk to discover how to evolve your CX strategy and unlock incremental but immediate gains for your business.

Your Session Speakers

Nicole Good
Head of Customer Experience
Bristol-Myers Squibb

Nicole is an experienced pharmaceutical business and people leader with a passion for unlocking potential – whether that be through business strategy, people or system planning. Nicole enjoys the challenge of leading organisational change transformation and driving organisational capability. In her current role, Head of Customer Experience she has led an evolution of customer centricity and omnichannel capability, across all relevant functions of the business.

Dr. Jon Brummel
Director of CX Strategy & Innovation
Zendesk

Jon is responsible for working with Zendesk customers to innovate and transform their customer experience strategies. Jon brings over three decades of experience in complex technical engagements in roles spanning Engineering, Product Support and Enterprise.

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