Enhancing Customer Experience through Omnichannel
Integration, Customer Self Service and Employee Engagement 
July 12 - 14, 2022 | Free CX Network Online Event 

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Arpita Bhowmick

Global Director, Contact Center Technology Moderna

Arpita is the “Digital Change Champion” in Moderna’s DX journey from digital strategy, implementing Multi Cloud Solutions like CRM, AI driven self-serve offers, Contact Center AI, and data analytics in fast paced ambiguous ecosystems. Her career has led through experience working with industries including Pharma, Telecom, Healthcare, Public Sector, e-Retail and Travel. In her current role, Arpita is responsible for thought leadership in enterprise digital Customer Journey. Throughout her career Arpita has been instrumental in launching B2C websites, Self-Serve Portals, Voice/ Chatbots, Cloud Platforms for AI capable digital solutions, MDM, enterprise CRM, Omnichannel Customer Experience, RPA, and Content Automation.

Day One: Tuesday 12th July 2022

9:00 AM Digital Agents, Customer Self-Service and the Future of Contact Centers

When enhancing the agility of their customer contact teams, many businesses are looking to augment their centers with chatbots, AI and other self-service options. Taking this decision is only the start of the journey - strategy and production are key to successful implementation. Arpita is a thought leader and Cloud AI evangelist with extensive experience leading digital transformation in contact centers across a wide range of industries including Pharma, Telecom, Healthcare, Public Sector, e-Retail and Travel.


Arpita joins us to discuss:

  • Leveraging chat bots and next-gen AI based self-service options to promote CX excellence
  • Crafting successful strategy for production and implementation of AI based solution
  • Challenges in global implementation across multiple regulatory frameworks
  • Awareness of technology stacks, cloud platforms and their impact on strategy
  • Importance of maintaining and optimising digital agents through customer feedback
  • Natural language analysis, empathetic bots, and the future of AI solutions in CX

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