Session 1 – The Changing Face of Customer Contact

Digital transformation is changing the face of the customer contact, requiring businesses to adapt by integrating new technologies into their organisation to stay ahead of their completion and to deliver the customer service that people now expect.

Connected, empowered and more demanding customers have replaced traditional consumers.

Organisations need to evolve and engage customers in a whole new way – to meet their expectations by delivering heightened digital experiences at any time and from anywhere, making them more personal and simplified. You need to realign investments in technology and business models if you want to effectively engage empowered digital customers at every touchpoint

Session 2 – Are the robots coming, Chatbots and AI

So what will the contact centre agent of the future look like?

It seems likely that we are going to be in a world when we start to see the hand-off between machine and human become cleaner and smarter than before. Already today, if you are in a chat room talking to an organisation, you typically interact with a robot who will escalate your problem to a human agent if they can’t solve it for you.

There is a balance to be struck. Ultimately, the truth is that while the robots will not be taking over the contact centre any time soon, they are an increasingly valuable asset that contact centres can employ today to drive up the quality of their customer service whilst reducing costs.