Scott Howard

Head of Customer Experience and Insights QBE Insurance

Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019

5:20 PM PANEL DISCUSSION: How to Balance Technology and People Inputs for the Ideal CX

Technologies like automation, chatbots and AI can create great savings on labour and can significantly expedite the customer purchasing and assistance processes. The challenge for businesses now is balancing technology and people across multiple channels so that the customer receives efficient service without having to sacrifice the opportunity for human connectedness when it’s needed. In this panel discussion:

  • What have your customers told you about the value and requirement of face to face service?
  • Can you a situation where a face to face element of the business will become redundant?
  • Do you see a place for chatbots within your business?
  • How have you integrated technology to give it more personable presence?


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

Download The Latest Agenda