Many organisations struggle to balance cost-cutting with delivering great customer experiences. This session will showcase how AI-driven self-service solutions,
automation, and chatbots can reduce operational costs while improving efficiency and satisfaction.
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As customer expectations continue to evolve, organisations are under pressure to deliver faster, more personalised, and more efficient support. In this session, Zoom will share how its latest AI innovations—across Zoom Contact Center and Zoom AI Companion—are transforming customer self-service, improving agent productivity, and driving better outcomes for businesses and customers alike. Discover how Zoom is embedding AI into the customer journey to create seamless, scalable experiences.
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Customers today expect highly personalised experiences, even in self-service channels. This session will explore how AI can deliver personalised support, from chatbot
interactions to dynamic FAQs and predictive recommendations.
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In this session, join Simon Clarke from Suncorp as he shares how the organisation is using AI and automation to create smarter, faster, and more resilient customer experiences. With millions of transactions automated and AI embedded across key functions, discover what it takes to transform CX in a large, complex enterprise, and do it responsibly.
Key takeaways:
ver 24M transactions automated, saving 600K+ staff hours
Join CX Network and Lolitta Suffian from Telekom Malaysia as she shares how the company is using AI and automation not just to optimise operations, but to create more meaningful, human-centred customer experiences. Discover how TM is aligning cutting-edge technology with a strong CX vision—enhancing responsiveness, personalisation, and trust at every touchpoint.
Key takeaways:
Find out about AI-powered bots like 'Robin' are automating routine tasks to resolve issues faster and free up human agents for more complex support
Discover the benefits of agent-assist tools which provide frontline teams with real-time insights and recommendations, improving first-contact resolution and reducing customer effort
Learn how predictive analytics can help anticipate customer needs before they arise, enabling more proactive and personalised engagement
Find out about TM's AI-enabled GBS centre, which ensures that end-to-end service delivery is more agile, scalable, and responsive to evolving customer expectations