When enhancing the agility of their customer contact teams, many businesses are looking to augment their centers with chatbots, AI and other self-service options. Taking this decision is only the start of the journey - strategy and production are key to successful implementation. Arpita is a thought leader and Cloud AI evangelist with extensive experience leading digital transformation in contact centers across a wide range of industries including Pharma, Telecom, Healthcare, Public Sector, e-Retail and Travel.

Arpita joins us to discuss:

• Leveraging chat bots and next-gen AI based self-service options to promote CX excellence
• Crafting successful strategy for production and implementation of AI based solution
• Challenges in global implementation across multiple regulatory frameworks
• Awareness of technology stacks, cloud platforms and their impact on strategy
• Importance of maintaining and optimising digital agents through customer feedback
• Natural language analysis, empathetic bots, and the future of AI solutions in CX

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The 2030 customer will be a catalyst for change in CX. The first members of Generation Alpha were born in the same year that the iPad launched; they know only a world of instant and on-demand technology. Everything they consume – information to entertainment – has only ever been a touch away. While their elders have grown used to certain standards and ways of interacting with businesses, the 2030 customer won’t settle for the status quo. They will demand better from businesses – better customer journeys, better services, better experiences and better environment, social and corporate governance (ESG).

Only the businesses that deliver this will thrive. 

To be discussed in this session:

• Who is the customer of 2030 shaping up to be and how to prepare now
• Challenges of enterprise customer communication​
• Global digital landscape in 2022

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There are mainly two factors that drive the success for customer service – an efficient agent and a happy customer. While companies focus on customer experience, they largely miss the mark on agent experience. Automation and AI, when combined, can optimize how agents work and enable them to fulfil service requests on demand in the shortest possible time.

Join us for this interactive webinar to know more about:

• Defining good agent experience
• How AI and automation can help organize the work around the agent journey
• Why you must connect people, process and data to bring in efficiencies for more flexible service operations

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Bruce and his team have focused on the contact center’s role in building loyalty, advocacy and repeat business. Recognising that focusing exclusively on customer issues would never enhance customer loyalty, they instead focused on providing proactive content to support customer product use and problem avoidance. Off the back of this transformation, they have seen a 70-point swing in agent NPS, a 25-point swing in NPS and a 100% increase in revenue. In this session, Bruce will cover how they achieved this through:

• Implementing a social and eLearning program to support product use
• Effectively partnering with their outsourced contact provider to provide both front line and escalation services
• Leveraging self-service content to provide information in advance of customer issues
• Moving from traditional measures such as service level and handle times to customer effort, success, and emotion
• Focusing on the impact of digital technology before implementing it – does it introduce or reduce effort on the part of the customer?

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