Welcome

The Omnichannel Customer: How are businesses using AI and automation to transform the customer experience across digital channels?

Sponsored by NICE
Thursday 25th November 2021, 12:30
Zoom

The shift to digital during the last 18 months has upended the operating model and changed the way businesses communicate with their customers forever.

But customer expectations in an omnichannel world, where they can shift seamlessly from a chatbot to mobile and from a website to a call with customer services, were already changing long before the pandemic. However, this desire for on-demand contact with businesses has crystallised in recent months, with many expecting a seamless blend of self-service and quality human interaction as standard.

And in a world where many brands and service providers are offering to meet the customer wherever and whenever they want, those who fall behind the digital transformation curve risk frustrating loyal customers and losing new ones to negative online reviews. Not only that, increased pressure on customer services agents combined with a suspicion of the potential of automation to change their jobs means that many are missing out on the support and benefits new technology can bring, and run increasing risk of burnout while customer satisfaction ratings plummet or at best plateau.

To tackle these challenges and ensure that customer experience is optimised for the omnichannel world, businesses are turning to AI and automated technologies which draw on rich data and analytics to ensure customer interactions are seamless, relevant and available on any channel, at any time.

This digital roundtable with industry peers will explore the ways in which businesses are using AI and automation to the customer experience across multiple channels while driving efficiencies and reducing complexity for agents in the customer contact centre.


Topics for discussion

• What impact have the last 18 months had on the pace of digital transformation when it comes to contact centre staff and customer interactions?
  
  
• How are companies using AI and automation to improve the customer experience across digital channels?
  
  
• How is AI helping to drive efficiencies and free up contact centre staff for more complex cases?
  
  
• What are the main pain points for businesses and consumers in offering self-service?
  
  
• How are companies using data analytics to optimise customer interactions and tailor the customer experience?
  
  
• What impact is friction and frustration in online channels having on customer engagement and attrition rates?
  
  
  

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

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