Lockdowns and the shift to remote working has meant that customers working from home have a higher need for a reliable and frictionless experiences with their telco providers. While continuing to offer business as usual, telcos also need to ensure they are adapting to the changing trends in consumer behavior, while staying on top of their competitors in an environment where customers can easily switch providers. In this session, join the conversation with our panelist speakers on:
Telstra is undergoing a massive shift towards digital, infusing AI into their business practices – beginning with revamping their approach to customer service. Dive into the specific challenges Telstra faced from transforming their company culture to proving the success of the initial implementation – the project began with one customer-facing chatbot. In this session, IBM sits down with Telstra for a candid discussion on the Australian telecommunication leader’s journey to AI which:
In today’s world customer support teams in contact centers serve more of a purpose than just issue resolution – they also play a key role in their organization’s ability to better understand the experiences their customers are having. Capturing and analyzing these types of interactions can drive consistent improvements of policies, processes and products. In this session, Join Kathrin Bohnert, Senior Manager of Customer Experience at LogMeIn, to learn: