Interactive Discussion Groups - All timings in CET

10:00 am - 11:30 am IDG D: Being Human in the Digital Age: Balancing Automation with Human Touch

Martin Taylor - Deputy CEO, Content Guru

The world is heading towards a recession more devastating than the 2008 financial crisis. Companies looking to recession-proof their business must begin improving their operational efficiency today, or risk losing out to better-prepared competitors. The impact of automation and self-service on the efficiency of CX delivery is unparalleled. But how can businesses implement automation, whilst ensuring that customers receive personalised, human service experiences that drive loyalty? Join Martin Taylor, Deputy CEO of Content Guru, as he explores the balance between man and machine. 

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Martin Taylor

Deputy CEO
Content Guru

3:00 pm - 4:30 pm IDG F: Re-Imagining The Contact Centre: New approach to develop a more engaging customer journey

Adam Taylor - Managing Director, Vericall

In 2019 there were an estimated 2.8 billion social media users worldwide, and customers want to interact with companies through the platform of their choice. Social media is increasing becoming that preferred method weather its WhatsApp, Facebook or Twitter! Join this interactive discussion session to find out how you can service your social media savvy customers with a new and integrated approach: 

  • Where are traditional contact centres falling short?
  • Best ways to engage with and service your social media savvy customers
  • Changing the approach: Building the Contact Centre for a new generation by developing our Engagement Hubs
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Adam Taylor

Managing Director
Vericall