The road to automation: How to deliver digital CX excellence

Sponsored by NICE
Thursday 21 September 2023
Zoom

The future of customer interaction will be digital-first. This is something which the industry has predicted for years but has been further highlighted by the surge in popularity for generative artificial intelligence (GenAI) technologies which present the next generation of human-AI interaction.

The deployment of large language models (LLMs) combined with AI-led automation and human intelligence to create a customer experience which mixes voice and text will come to define the gold standard of CX excellence.

Organisations which remove the friction between brand and consumer and look to reduce operational costs, drive incremental sales, offer 24/7 service for the very first time, and deliver faster and more satisfying customer engagements will ultimately gain a major competitive advantage over their rivals.

At this National Technology News digital roundtable, we will bring together key decision makers charged with operational, technological and customer delivery to discuss the day-to-day challenges they face, and the business opportunities presented by automation.

Topics for discussion:

• What is the main way that the shift towards a digital-first approach in customer interaction impacted your organisation's operations and customer delivery strategies?
• Where are you on your automation journey? If you are yet to embark on automation, what is stopping you?
• What lessons have you learned from automation to date? What has and has not worked well for your organisation?
• How do you strike the right balance between automation and human touch in your customer interactions, and in what ways can GenAI technologies be leveraged to enhance CX?
• Putting yourself in the shoes of the consumer, how would you characterise today’s typical contact centre interaction?
• How do you measure the success and effectiveness of customer interactions, and how can that data be used to create actionable insights?

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

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