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Customer experience experts from BT

About this talk

Today’s new normal will have a significant impact on the adoption of AI within contact centres. Gartner even predicts 69% of routine work currently done by Managers will be fully automated by 2024. Whilst it’s recognised that AI powered agents can augment the conversation and help you reduce costs, how do you deploy and integrate an AI assistant that your customers and employees will actually want to use? Find out how AI is revamping the contact centre and helping redefine customer experience. Speakers: Kate Denison, Head of portfolio and product marketing, BT Andrew Small, Digital solutions director, BT Nicola Millard, Principal innovation partner, BT Riccy Sidoli, General manager, CRM and UC applications, BT

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Customer experience is the benchmark when choosing between brands. It’s no longer about isolated interactions, but rather an end to end journey in which there are multiple interactions. Customer experience matters to consumers, with 56% saying convenience is more important than price. They want better, more personalised and more complete experiences that surprise and delight them. To meet customers’ expectations you need to be ready for every eventuality.