Lidia Muraveva

Chief Experience Officer Holland & Barrett

Lidia is the Chief Experience Officer at Holland & Barrett, overseeing the delivery of their Customer and Partner Experience strategies and supporting company’s mission – making health and wellness a way of life for everyone and adding quality years to life.

Agenda Day 1

3:00 PM Presentation: Next-Gen Customer Service in the Contact Centre – Rethinking AI & Voice AI

The future of call centres will be about harnessing the strengths of both AI and human agents to create an optimised, seamless service model. So how is autonomous AI transforming voice interactions in contact centres - enabling natural, low-latency, high- accuracy conversations that elevate service quality and customer satisfaction?

• Learn how to identify key areas in your contact centre where AI can deliver measurable value and improve performance

• Explore practical strategies for integrating AI tools into your existing workflows to enhance efficiency and customer satisfaction

• Hear how AI and voice AI is transforming customer interactions with innovative approaches for fast, customised solutions that are redefining service experience

• Effectively integrate AI agents alongside human teams to automate voice-based tasks and manage complexity, driving efficiency without compromising on a personalised experience

Check out the incredible speaker line-up to see who will be joining Lidia.

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