Driven Customer Service Transformation: Enabling real business value

The recent advances in AI, represents a “paradigm shift” – a disruption so great that it permanently changes the way that Customer Service is delivered. This provides the best catalyst in several decades for Customer Service to pivot to be a value centre for a business rather than being considered a cost centre. During this session we will explore exactly how AI is being applied by the most innovative and forward-thinking businesses to transform the customer experience and to deliver real business value. 

• Review some recent ‘transformation’ insights from our recent customer research that highlights the real-world impact that AI is already delivering. 
• Consider where AI is today and what are the main considerations in getting a real ROI on investing in AI. 
• Speculate on the next ‘big things’ for AI in Customer Service.