12 - 14 November, 2019 | London, Uk

WORKSHOP: CUSTOMER CONTACT IN 2019 (12 NOVEMBER)

13:00 - 14:00 REGISTRATION AND WELCOME LUNCH

14:00 - 17:00 LATEST AI USE CASES IN CONTACT CENTRES: WHAT’S REAL IN 2019?

Martin Hill-Wilson - Founder, Brainfood Consulting
This workshop reviews the latest examples of where AI is being used to change the way contact centres operate. Examples range from customer inter-relation to operational management and people performance. There will be group discussions to swap ideas and ask questions. 
 
By 2020, 85% of customer interactions will be managed without a human. Forrester reports that some companies are relying on AI to reduce the volume of human interactions by 50% in only two years. What’s more, according to PwC research, 64% of consumers state it is more important to have instant access to quality customer service than to preserve customer service jobs. So contact centres must change, but as Forrester says “Having a successful AI-driven customer service or sales program will depend on the processes that support a blended AI approach. Humans will play a critical role in the ongoing optimisation of AI.”
 
The workshop introduces a comprehensive and unique framework for prioritising your AI investments in terms of customer interaction and customer contact management. It will also guide you with best practice approaches for delivering AI-based change within a broader Digital Transformation framework.
 
You will discuss the following aspects of modern customer contact transformation:
 
·         An easy way to test for 'genuine' AI
·         Where AI and automation fit into the digital contact strategy
·         Multi-modal (text and voice) examples for customer interaction
·         How advisors and team leaders benefit from AI
·         How to pick low effort, effectively designed solutions
 
Who should attend?
 
This is for all customer service and experience leaders with the ambition to transform and leaders of contact centre, CX, digital innovation, AI integration teams looking to shape future customer strategy. An understanding of customer service operations will be helpful.
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Martin Hill-Wilson

Founder
Brainfood Consulting

17:00 - 17:00 END OF WORKSHOP