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
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