Welcome

The road to automation: how to deliver digital CX excellence

Sponsored by NICE
Wednesday 19th April 2023, 18:00
City Social, Tower 42

The future of customer interaction will be digital-first. Orchestration that mixes voice and text, that combines AI-led automation and human intelligence will come to define CX excellence.

If that’s the promise, where is your organisation on the journey to automation?

As organisations seek to 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, what needs to change to make that happen?

At this NTN roundtable, we will bring together peers from across the economy – those charge with operational, technology and customer delivery – and discuss the day to day challenges you face and opportunities that lie ahead.

The evening will provide the perfect chance to learn lessons from contact centre success and failure – and to share insights that will propel understanding and action.

Topics for discussion:

•What is the single biggest frustration you face when seeking to deliver effective customer engagement?
•Where are you on your automation journey?
•What lessons have you learned from automation to date? What’s worked well and what has fared less well?
•If you are yet to embark on automation, what is stopping you?
•Putting yourself in the shoes of the consumer, how would you characterise today’s typical contact centre interaction?
•Do you measure/monitor customer interactions? If so, what does the data tell you?

Timings for the evening:

18:00 – 18:30         Welcome and refreshments
18:30 – 20:00         Introduction to fellow guests and roundtable discussion
20:00 – onwards   Complimentary three-course dinner