As the expectations of consumers continue to evolve, and where new technology can enable enhanced customer interactions in a myriad of ways, the need to change / transform your approach at some point in the future is inevitable. Keeping this aligned with what your customers expect is critical, and not doing will inevitably lead to a decline in revenue and market share.

However, this will inevitably require a level of investment of both time and money, and in a world where it can at times be hard to demonstrate ROI, this is a challenge. The discussion will focus on:

• How to get the all-important internal mandate to drive for change – both from leadership, as well as the groups who will help deliver the project
• What metrics are critical to keep in mind when measuring project success? Can you use qualitative as well as quantitative to demonstrate success?
• Overcoming entrenched ideas of CX and the critical value of internal education

Whilst the use of technology in the contact centre environment is commonplace and accepted by agents and customers alike, the introduction implementation of conversation AI across the past 24 months have meant much more is possible when it comes to serving your client base.

However, whilst there are great advantages to using AI alongside your existing contact centre technologies, the reality is that implementing this tech, and finding the right balance in it’s use is not always straightforward. Indeed, identifying the potential of AI and how you can capture this is often just the start here, and this session will consider:

• How can AI compliment – but not replace – human intelligence, and where is the nuance of a human response still critical? What is best practice in 2024?
• To what degree does the implementation of new contact centre technologies allow for greater specialisation within contact centre staff?
• Where will technology head in the future, and what can you do to prepare now?