Welcome

Beyond the hype: Using AI to deliver digital CX excellence

Sponsored by NICE
Wednesday 18 October 2023, 18:00
City Social, Tower 42, 25 Old Broad St, London EC2N 1HQ

What impact will AI, in all its forms, have on customer interactions? Will it be a panacea for today’s contact centre challenges or – like technologies before – need to be handled with intelligence and care? History suggests the latter.

We know from experience that more channels and more choice does not necessarily mean better outcomes for you, your customers, or your employees. Consider that despite efforts to create an environment where customers can self-serve, only 9% of customers do so today. That’s according to Gartner. The unintended consequence for the customer is more complexity. For the business, greater cost.

Ultimately, underlying technology must deliver tangible outcomes. Smart adoption and deployment is everything.

How then do organisations apply this principle when contemplating the emergence of Generative Artificial Intelligence (GenAI), Large Language Models (LLMs), and – more broadly – AI-led automation?

This is the core question we’d like to explore at a forthcoming roundtable event devoted to CX excellence through the prism of the business, the workforce, and, yes, the customer. Where are you on your AI journey? What works? And what doesn’t?

The evening event will provide the perfect chance to learn lessons from contact centre success and failure – and to share actionable insights with peers from across the economy.


Topics for discussion

• What’s one thing that really excites you about AI as a customer experience business leader?
  
  
• From a business, customer, and employee perspective, what role does AI play today in your contact centre implementation today? And what role is it likely to play role tomorrow?
  
  
• What are the barriers in the way of (further) AI adoption?
  
  
• How do you choose what to automate – and what not to automate? How do you get buy-in from across the business?
  
  
• Which KPIs do you use to measure success? How will those change with increased adoption of automation/AI?
  
  
• Where is the talent / skills gap in your organisation when it comes to delivering CX excellence?

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 and drinks

Brought to you by NTN