Welcome

The CX challenge: How are businesses using AI and analytics to provide seamless digital-first journeys while maintaining the human touch?  

Sponsored by NICE
Thursday 31 March 2022
Zoom

In the digital age, customer expectations are changing at breakneck speed; whereas just a few years ago a phone call to the customer services centre would have been the preferred route to resolving a query, consumers now expect to be able to interact with businesses at a time and on a digital channel that suits them, whether that be website, chatbot, app or a blend of all of these.

Not only do customers need a flexible, omnichannel journey, they also want the seamless, personalised customer experience they have come to expect to in the era of Amazon and Netflix. And while self-service is rapidly becoming the first port of call, customers also want the option to speak to a customer services agent when necessary. Failure to remove friction from this process can result in further frustration and jeopardize vital customer loyalty.

As a result, businesses in every industry are under pressure to ensure that seamless, digital-first customer experience (CX) is at the core of their digital transformation strategy, with automation, AI and analytics key to this mix of self-service and live customer service interactions.

However, many are falling at the first hurdle to connect their customer interaction data across the organisation and are lacking the AI and analytics required to enable smooth CX while providing customer services agents with the information they need to successfully resolve queries.

This digital roundtable will bring together senior peers across a range of industries to explore the key challenges and possible solutions for organisations as they look to build seamless CX journeys as part of the transition to the digital-first business model.


Topics for discussion:

• How advanced are companies in rolling out digital-first customer services across channels?
  
  
• How are customer attitudes towards self-service and contact centres changing and what are the key entry points for customer contact in digital-first interactions?
  
  
• What are the key challenges for companies in maintaining high levels of customer service seamlessly across multiple channels?
  
  
• What role can data, AI and analytics play in improving customer experience across channels?
  
  
• What are the key challenges for companies looking to provide data-led customer journeys?
  
  
• How can developers best use customer experience data to build optimal customer experience into new apps and digital services?
  
  
• How are AI & analytics helping customer service agents provide more personalised service?
  
  
• Are customer service agent attitudes towards automation and AI changing, and how can these technologies support them in their roles?

Timings:
12:30 – 12:40   Editor’s Welcome
12:40 – 14:00   Topic Discussion

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