CX TALKS From insights to actionability: Bridging the gap with generative AI in Contact Center Intelligence in APAC
In this CX Network webinar discussion, discover how you can utilize Gen-AI within the contact center to drive data intelligence, improve efficiency, and achieve measurable ROI.
A 60-minute expert session designed to equip you with the knowledge and strategies to utilize Gen-AI to achieve greater contact center intelligence.
RegisterAs customer service analytics continue to mature, enterprises recognize the value of mining customer interactions to extract critical insights. However, the real challenge lies in transforming these insights into tangible business outcomes. How can brands move beyond simply gathering data to making it actionable?
Join CX Network, Standard Chartered's Katja Forbes and Sprinklr's Richard Minta to explore how organizations can translate their customer data into meaningful insights, utilizing automation and Gen-AI within their own contact center settings.
During our discussion, we will cover key topics, including:
- How to derive insights from 100 percent of customer interaction data across all channels
- The full depth and power of AI-powered Quality Management to help contact centers proactively improve customer service outcomes
- Beyond dashboards: Benefiting from a Gen-AI powered Insights Hub, challenging this gap between insights to actionable next steps
- How to tap into true VOC across marketing, sales, and social media to build a more comprehensive view
By the end of the webinar, you will walk away with a clear understanding of how to extract maximum learnings out of customer data to improve customer experience, drive efficiency, and gain a competitive edge in your contact center operations.
Speakers
Richard Minta
Senior Manager: Solutions Consulting
Sprinklr
Georgina Wilczek
Event Host
CX Network
Katja Forbes
Executive Director & Head, Client Experience, Insights and Development
Standard Chartered Bank
Katja holds a global senior leadership role within Standard Chartered's Corporate and Institutional Banking (CIB) Digital Channels and Data Analytics (DCDA) team that delivers client experience and product strategy, CX initiatives and digital content for the CIB segment in 50 markets around the world. She is also a member of the Standard Chartered Data Ethics working group under their Responsible AI team.
She has been recognised as one of the top 20 CX Leaders in Financial Services by CX Network, as well as one of '50 Australian professionals', Top 10 Women Disrupters and as one of Westpac Australian Financial Review's '100 Women of Influence'.
Currently, as Head of Client Experience at Standard Chartered bank, she leads a team to create high-impact products and services that promote financial inclusion and contribute to a net-zero carbon future. She is the DE&I Director on the Data Visualization Society global board and she has also served as an International Director and Vice President on the Global Board of the Interaction Design Association (IxDA).
Before joining Standard Chartered, she founded syfte, a specialist business in research and experience design. In 2018, the business was acquired by the international firm Wipro and she was announced as the Managing Director of Designit, Australia & New Zealand.
As a published author and regular media commentator, she is not only known for her professional achievements but also for her determination and sense of purpose as a thought leader and inspiration for women around the world.
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