Unlock the power of hyper-personalization by meeting your customers exactly where they are on their unique journey. In today's dynamic business landscape, understanding and catering to individual customer needs have become imperative for sustained success.

This session explores ongoing projects at ahm to support enhancing customer experiences to ensure you connect with customers on a personalized level, creating meaningful interactions at every touchpoint.

Areas for consideration include:

·       Driving more autonomy in the call center - How do we drive engagement and aim for 70:30 messenger to voice ratio?

·       Workers reinvented: Where can we ensure the frontline dive value and customer loyalty?

·       Driving ownership across the whole customer journey end-to-end - agent support from start to finish for that specific customer.

·       The Ai roadmap – what does this look like currently? 

Sally Haydon

Senior Executive, Contact Centre Leadership
ahm Health Insurance

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In a digital era where customer data is paramount, and cybercrime costs $8 trillion annually, ensuring the highest standards of security in customer service is non-negotiable. Our session achieving security-centric customer service will share insights and strategies for delivering top-notch customer service without compromising on security.

·       Gain insights into the latest practices that can be integrated into your customer service operations:

·       Safeguarding critical customer data - implementing proactive security measures in customer service operations whilst maintaining seamless UX

·       Creating a resilient and secure customer service ecosystem

·       Fostering a culture of privacy and data protection in customer interactions to build loyalty

·       How does security and customer service converge to elevate the CX service and build customer trust?

It’s expected that by 2030, AI will contribute nearly $16 trillion to the global economy. As business leaders, it’s important that we consider it as a part of our business strategy and prepare now. In the era of digital transformation, AI is not just a buzzword; it's a game-changer for businesses looking to revolutionize customer experiences. From personalized interactions to predictive analytics, we're diving deep into strategies that redefine excellence in customer experience. This session will address:

·       How you can apply AI to customer experience in your business today

·       Understanding the transformative power of AI in enhancing customer satisfaction and loyalty

·       From chatbots to sentiment analysis, do you know the spectrum of AI applications in customer-centric environments?

Sponsored by: Intercom

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Forrester reports that by 2030, digital transformation will change more than 1 billion jobs worldwide. What does that mean for agents? As contact centers embrace new technology and customers strive to be understood, AI-driven tools will support customer sentiment analysis. In turn, proving AI will be impactful on the agent side to support the customer in more meaningful and empathetic ways. This session will explore innovative strategies for elevating the skills and performance of contact center agents. Investing in ongoing education not only ensures your team stays up-to-date with industry trends but also leads to improved customer satisfaction, increased efficiency, and overall operational excellence.

·       The power of creating an agent-first mindset

·       Why and how are AI tools improving the agent work experience?

·       Investing in customer service to ensure the contact center is invaluable 

Bala Prakash

Program Manager - New Products Development & Service Transformation
nbn Australia

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