Empowering Connections and Enhancing Experiences with AI
11 March 2025 | SGT
l Free CX Network Webinar Series
Toby Williams
Analytics, Digital, and AI Manager – Asia & Middle East NICE
Toby Williams is a highly skilled professional with extensive expertise in driving digital transformation and AI innovation across the Asia and UAE regions. As the Manager of AI, Data, and Analytics at NICE, he leads initiatives focused on helping businesses implement AI and data-driven solutions that enhance customer experiences and improve operational efficiency. Toby works closely with clients to adopt scalable AI technologies tailored to meet their evolving needs. With over a decade of experience in analytics, digital solutions, and AI, Toby has successfully developed and executed strategies that drive business growth and streamline decision-making.
He has worked across various industries, including Telco, FSI, Retail, and Digital Natives, and has empowered organisations to leverage AI and analytics to achieve measurable results. His deep understanding of regional markets and ability to navigate complex landscapes has been key in delivering impactful outcomes and fostering long-term client partnerships.
Day One - 11 March 2025
12:30 PM FIRESIDE CHAT: How to build a foundation for AI-powered service
Explore the key trends and challenges shaping the future of customer service and learn how to establish the foundation for success with AI-powered workflows and seamless operations.
In an era when customer expectations are skyrocketing and operational pressures are intensifying, traditional approaches to customer service aren’t holding up. Join our key opinion leaders, to learn why organisations must shift their thinking from reactive to proactive service, integrating front and back-office operations with an AI hyper-platform. Discover how a unified approach from intent to fulfillment, and interactions to workflows, creates a seamless, end-to-end customer experience.
Get a step ahead with their expertise, including:
- Challenges with today’s siloed service operations
- Trends driving the need for integrated, AI-powered customer service
- The shift from reactive to proactive service delivery
- The case for an AI hyper-platform to connect every touchpoint
Gain a clear understanding of why redefining your approach to customer service is critical and how an AI hyper-platform like CXone Mpower can lay the foundation for transformation.
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