Welcome

AI implementation beyond the hype: Navigating the reality of modern customer experience

Sponsored by NICE
Wednesday 2nd October 2024, 18:30
The Ivy Tower Bridge, One Tower Bridge, Tower Bridge Rd, London SE1 2AA

Organisations in 2024 face a critical challenge: bridging the gap between customer expectations and service delivery realities. This gap, often caused by fragmented systems and data silos, impacts brand loyalty and financial outcomes, and highlights the urgency of integrating legacy systems with modern CX platforms, empowering agents with real-time insights, and unifying customer data to create seamless, personalised experiences.

The National Technology News roundtable, sponsored by NICE, will explore how Contact Centre leaders are leveraging AI and Analytics to transform their Customer Service Operations with cost effective and scalable solutions. Discussion will focus on balancing automation with personalisation, efficiency with quality, and short-term gains with long-term satisfaction.

The roundtable will examine innovative approaches offering measurable ROI and future-proof CX strategies, with the ultimate goal of aligning customer perceptions with organisational capabilities to enhance brand authenticity and success in a competitive market.

Topics for discussion:

• How does your organisation measure the gap between customer expectations and actual service delivery?

• What strategies have proven most successful in breaking down internal data silos to create a unified view of the customer?

• How can companies balance the efficiency gains of AI automation with the need for human touch in customer interactions?

• How can businesses justify significant CX technology investments in a competitive market?

• What role does corporate culture play in successfully implementing CX transformations, and how can leaders drive necessary cultural shifts?

Timings for the evening:
18:30 – 19:00            Welcome and refreshments
19:00 – 20:00            Introduction to fellow guests and roundtable discussion
20:00 – onwards       Complimentary three-course dinner

Brought to you by NTN