The AI mantra for customer service in 2025
From reactive to pro-active – How to positively frame AI enablement in customer service
Maximize customer engagement with our interactive fireside chat on using AI to achieve the best-in-class CX
Companies need a shift in mindset from treating customer service as a problem-solving function and a cost centre, to viewing it as a shared value creation function. Engaging customers at every step of their journey – from learning and purchase to usage and repurchase – is a top priority and the service suite plays a key role.
Our fireside chat with Joseph Vassie, Head of Insights and Analytics at ASOS and Alan Gibson, Service Specialist for Sprinklr will cover why this is demanding a pro-active vs reactive approach to customer experience and what is preventing us from achieving the same. Join key opinion leaders for an interactive power-packed session on the “here and now” of customer service, discussing practical use cases and ways in which you can implement AI to achieve best-in-class CX.
The session will be live on November 15 at 11am GMT. We’ll ask our key opinion leaders questions including:
- Why are we reactive in our Customer Service?
- Why is a unified approach to CX the way forward?
- How can we enhance internal alignment with multiple functions to proactively implement product and service changes?
During the session, attendees will be able to put their own questions to our expert panel and share their experiences in our live polls.
Join this webinar to discover:
- Tips for pivoting from a reactive to proactive customer contact operation
- Top pitfalls to avoid as you pursue AI and conversational intelligence initiatives
- Keys to empowering agents to create more personalized and meaningful connections
Speakers
Alan Gibson
Service Specialist
Sprinklr
Joseph Vassie
Head of Insights and Analytics
ASOS
🚀 Passionate Data Strategist & Leader with Over 10 Years in Analytics! With a deep-rooted passion for unraveling the stories hidden within data, I bring to the table a decade's worth of experience in advanced analytics, data science, and insightful leadership. My journey spans spearheading crucial data strategies at ASOS, crafting meticulous analysis, and pioneering in the fields of Customer & Supply Chain Analytics and Sustainability Data Reporting. 🌟 💡 Turning Data Into Action! I thrive in harnessing the power of data to drive strategic decisions, offering a blend of technical mastery and strategic acumen that empowers me to transform raw data into actionable insights consistently. 🛠 Tech-Savvy Leader! Fluent in Python & SQL and well-versed with tools like Power BI, Databricks, and Azure Cloud, I lead technical teams with a clarity that stems from hands-on expertise and a deep understanding of the data domain. 🌱 Cultivating Growth & Sustainability! I am not just a data enthusiast but a growth cultivator and sustainability advocate, having led and nurtured teams while championing a data-centric and sustainable culture at the organizational level. 🎙 Engaging Communicator! From public speaking to driving workshops, I articulate complex data topics with authority and relatability, bridging gaps between technical and non-technical audiences effortlessly.
Dr. Christian Velten
Strategic Lead Digital CX
Roche Pharmaceuticals
The different aspects of my professional vita merge in the innovative space of Healthcare Customer Experience. I have my roots in science and early started to enjoy digital media and omnichannel engagement. In 2023, my focus is on establishing an integrated Voice-of-the-Customer (VoC) Program on a corporate level. Before my current role, I was heading the Medical Customer Experience department at Roche. You will find me being a strong advocate for seeing patients as a growing customer segment, if not being the real, actual customer of healthcare.
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