How to overcome customer service challenges in a downturn
Get actionable insights on how to bring together the best elements from AI and customer support teams to enhance CX
Join this session to discover how AI can help your business supercharge its frontline support team and CX, even when faced with economic uncertainty
Resource constraints due to difficult economic conditions are adding further pressure to customer support and service teams across APAC tasked with delivering great customer experiences. Failure to provide outstanding CX can negatively impact customer sentiment and a company’s bottom line.
In this webinar, Kylie Pascoe, Head of Customer & Partner Experience at Australian Pharmaceutical Industries (API), Marcus King, Executive Director of Business Services at Keypath Education Asia-Pacific, and Rik Johnson, Head of Solutions at Curious Thing, will explain how businesses can expand the capacity of their customer support teams without losing time in hiring and training, all without breaking the bank.
This exclusive session will also reveal how companies can transform their customer support functions by bringing together the best of their human teams with the latest AI technologies.
Join this webinar to find out:
- How to overcome resource constraints and agent staffing problems in your customer service teams in light of a recession
- What is Voice AI and how it can help expand capacity, augment human teams and improve CX
- What to expect from Voice AI for customer service and how to get started
Speakers
Kylie Pascoe
Head of Customer & Partner Experience
Australian Pharmaceutical Industries (API)
Kylie is a senior leader in Operations and Customer Experience. She has over 15 years of experience in developing strategies to improve customer experience and increase engagement, reduce cost to service and deliver the best channel fit for customers across sectors, including utilities, telco and entertainment.
Marcus King
Executive Director of Business Services
Keypath Education Asia-Pacific
Marcus is a senior manager within the customer experience space, drawing on experience across a wide range of verticals including utilities, finance and travel. In 2014, Marcus joined Keypath Education as Head of Operations, and has been central to its growth into a Asia Pacific’s largest Online Program Management (OPM) organisation. Keypath partners with Australia’s best universities to deliver exceptional online experiences for students, and has been ranked #10 ‘Great Places to Work’ in 2022.
Rik Johnson
Head of Solutions
Curious Thing
Rik Johnson has more than 20 years of experience in contact centers. She specialises in harnessing digital solutions and AI to deliver customer experience and excellent business outcomes.
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