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Our Partners
Sponsors
Sponsors
Sponsors
Solvemate enables brands to deliver quality customer service through meaningful conversations. Our customer service automation platform is powered by smart conversational AI that allows companies to create chatbot conversations so service teams can focus their expertise where it matters most. Solvemat...
Sponsors
Conversica is a leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. A Conversica Intelligent Virtual Assistant is an AI-powered, SaaS-based software application that serves as a virtual team member and autonomously engages contacts, pr...
Leveraging Self Service to Increase Customer Experience,
Reduce Contact Volumes and Improve Efficiency
Reduce Contact Volumes and Improve Efficiency
The increased customer preference for digital channels, alongside the reduced capacity for service that many businesses experienced during the pandemic, has dramatically accelerated the adoption of self service capabilities.
While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.
Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop.
With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.
Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop.
With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
- Omnichannel integration: integrating self-service into your existing channel framework, and ensuring a consistent tone throughout
- Automated task management: enabling customer to complete frequent, simple tasks by themselves
- Chatbots: leveraging chatbots to handle low value, high volume contacts
- FAQs: linking speech and text analytics to the most common issues facing customers, and prioritizing answers to those on your website
- Apps: utilizing mobile to engage customers in their favored channel
- Service Design: ensuring that your digital services are simple to use and navigate
- Authentication: striking the right balance between ease of use and security
4 Reasons to Attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
Featured Speakers
Sylvia Jensen
CMO
Solvemate
Verena Strunk-Wenzl
Global Head of DTC Customer Experience
On
Nicolas Petraglia
Digital Customer Care Lead for Global Contact Centres
Scotiabank
Angelina Autran
Lead, Global Customer Experience Change
Caterpillar
Jos De Boes
Former General Manager, Customer Service Support
Toyota Motors Europe
Day One: Tuesday 30th March 2021
9:00 EST / 14:00 GMT Case Study: Using Chatbots and AI to Refine Your Customer Service Offering
Nicolas Petraglia, Digital Customer Care Lead for Global Contact Centres, Scotiabank
10:00 EST / 15:00 GMT Refining Your Omnichannel Strategy To Serve Customers Better
Sylvia Jensen, CMO, Solvemate
Verena Strunk-Wenzl, Global Head of DTC Customer Experience, On
11:00 EST / 16:00 GMT Leveraging Customer Self-Service for Greater Operational Efficiency
Senior Representative, Conversica
12:00 EST / 17:00 GMT Creating a Seamless Bridge and Effective Organisation of Channels to
Better Support Each Customer’s Journey
Angelina Autran, Lead, Global Customer Experience Change, Caterpillar
Day 2: Wednesday 31st March 2021
9:00 EST / 14:00 GMT Case Study: How to Introduce New Engagement Platforms Effectively and Bring Customers With You Into A New Self-Service Era
Jos de Boes, former General Manager, Customer Service Support, Toyota Motors Europe
10:00 EST / 15:00 GMT Advantages of Automation for Greater Agility and Efficiency in Handling Customer Cases
11:00 EST / 16:00 GMT Helping Customers to Help Themselves – A Win-Win For All
12:00 EST / 17:00 GMT Case Study: Introducing Chatbots to Relieve Pressure on Contact Centre Operations
CX Network Live | Who attends our online events
Who you will meet
CX Network Live has been designed for Heads / Directors / General Managers of:
Customer Experience
Marketing
Digital
Customer Service
Service Design
Design Thinking
Automation
Customer Service
CX Network Live | By the numbers
1,500+
CXN LIVE: FEEDBACK & SATISFACTION 2020 REGISTRANTS
2,000+
CXN LIVE: CONTACT CENTERS 2020 REGISTRANTS
2,000+
CXN LIVE: DATA, INSIGHT & ANALYTICS 2020 REGISTRANTS
1,500+
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020 REGISTRANTS
CX Network Live | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Get involved with CX Network Live
For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!
John Kearns, Head of Online Sales, CX Network
John Kearns, Head of Online Sales, CX Network
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