Name: Omnichannel is now Conversational
Start: 2022-11-29T03:00:00Z
End: 2022-11-29T03:01:44.000Z
Location: BrightTALK
Rating: 0

LivePerson is a leading Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies to treat their audiences that way at scale. Our customers, including leading brands like HSBC, Open Universities Australia, and GM Financial, can now meet consumers where they are across social media, messaging, email, voice, and more. Nearly a billion conversational interactions are powered by our Conversational Cloud each month. Out of that comes a uniquely rich data set for AI for brands to build connections that are anything but artificial. To talk with us or our Conversational AI, please visit liveperson.com.

During this virtual event, participants will have the opportunity to hear from APAC thought leaders and subject matter experts in Customer Experience on making millions of conversations as personal as one.

The global pandemic saw many race to accelerate their digital transformation. Brands scrambled to understand changing customer needs, resolve problems quickly and prevent customer churn, all whilst trying to find process efficiencies, people productivity and revenue gains. Some brands turned to chatbots to cope with the large influx - only to find themselves with irate customers and frustrated teams. Some even abandoned their bots. These “old school” bots have their use cases. But in an environment where more consumers are engaging digitally, brands need today's AI-based chatbots that can better understand consumers' intentions and address inquiries quickly, allowing personalization at scale.

Attendees will hear from:
- Greg Miller, futurist and Cofounder of Faethm on the human impact of automation. How can employers prepare their workforce with skills of the future, through AI? What challenges should they be mindful of?
- BUPA’s Contact Center leader, Caitlin Bridger, on their conversational CX journey to date. With over 31 million customers globally, what does the vision and blueprint for a human-touch CX at scale encompass?
- Hamish Cargill, Director of Principals’s thought leadership on how leading brands across retail, banking, healthcare, travel and government are putting human centered design at the heart of their brand voice.

The dawn of the new bot: Conversational AI that’s anything but artificial

Watch this insightful on-demand webinar to learn how to increase upsell and conversions, boost customer satisfaction, and provide an engaging customer experience.

Reimagine your customer experience with Conversational AI
A customer’s experience with a brand starts at the moment of discovery. Every interaction and touchpoint influences their overall perception of a brand. Conversational AI and Proactive Messaging are innovative tools designed to keep your customers engaged and satisfied throughout their entire customer journey.

This session will take you on a journey through 
- The customer experience: see the art of the possible through the eyes of the customer 
- The agent experience: take a look at the Conversational Cloud agent workspace and proactive user interface
- Automation, AI and intent data: learn how to make the agent's life easier by building CX at scale

The Power of Conversational AI

Experiences, Human Connection, and Customer Obsession

Now more than ever, consumers prefer engaging with brands that make it easy and highly personal. In fact more than 80% of consumers want brands to offer a personalised experience. Seamless, streamlined conversation across multiple channels is crucial to delivering a convenient experience, something that 98% of consumers say makes them more loyal to a brand.

This is a unique opportunity for leaders to interact with a true business leader and influencer on the topic of customer engagement and experiences. Naomi Simson has more than 2.8 million LinkedIn followers and is known as RedBalloon’s Founding Director. Prior to becoming an entrepreneur, she held an impressive corporate career with Apple, KPMG, IBM, and Ansett Australia, and has authored two best-selling books, “Live What You Love,” and “Ready to Soar”. Naomi will connect, inspire, and educate, through sharing her experience and journey to success. 

Businesses that can provide a personalised and connected experience drive loyalty and foster meaningful customer engagement. Join this session for advice on an effective and scalable conversational engagement strategy that can lift your sales and average order values, all while reducing contact centre operating expenses.

Conversational Customer Engagement

Our lives, our work, and everything we do is built on conversations. More and more of those conversations take place through messaging. Yet, brands still push customers to call into frustrating IVR systems, self-serve on complicated websites, or raise support tickets that have low containment and resolution rates. Ultimately, resulting in a poor CX. When two thirds of consumers admit that they would abandon their favourite brand after one bad customer experience, the stakes are high for the brands that are getting this wrong. We know 70% of customers prefer messaging. So why not meet customers where they want to be met AND already are? Join Kevin Wordon, Director of Strategy for Asia Pacific, to learn how LivePerson enables brands to have natural conversations with customers that feel as accessible and convenient as they would with friends and family.

1. Scalability - How to create scalable customer interactions that support customer experience during peak times or sudden surges in customer contact
2. Security - How security and authentication via messaging fosters brand trust in a world with scammers and social engineers on the rise
3. Channel of choice - The benefits of resolution taking place at customer convenience in the channel of choice, and at a time that suits them.
4. Human Bot Tango - For meaningful customer and agent experience with seamlessly orchestrated conversations between bots, humans, or both. 
5. Personalisation - Using intent data and AI to deliver personalized interactions and improve CX

The Future of CX is Conversational

One way messaging is broken. Proactive Messaging allows you to truly engage with your customers. How? By delivering tailored messages at the right time with event triggered messaging. Don’t overlook an opportunity to show your customers love. Make them feel seen and valued by turning welcome messages, subscription renewals, appointments, and service reminders into engaging, personalized conversations that show your customers how much they matter. In turn, you reap the rewards of repeat customers and brand loyalists.

In this webinar, hear from LivePerson’s APAC pre-sales consultant, Shannon Nguyen. Shannon spent over a decade in the contact center outsourcing space, for airlines, financial services and telcos. He understands the intricacy of their daily operations. Shannon has played a key role in defining the digital transformation roadmap through new generation bots and AI for global and local brands across APAC.

- How to recapture lost opportunities, delight customers for the upsell, and minimize inbound enquiries
- Hear real life results from brands across APAC
- Next steps that you can take to get started in as little as 3-6 weeks

Proactive Messaging - reach out to your customers in a Curiously Human way

Hear from experts who are helping define new customer experience strategies for brands across the Asia-Pacific region to drive revenue, build loyalty, and successfully scale.

Join this unique virtual showcase where APAC thought leaders and subject matter experts share the latest on omnichannel being conversational for 2022 and beyond.

During the presentation, you’ll hear from Google, Meta, Deloitte, LivePerson, and more on how the rise of personalised and convenient mobile messaging channels is a critical part of your customer experience strategy. Learn about the evolution from voice and chat to an omnichannel Conversational Customer Experience, including how third-party messaging channels are driving sales, marketing, and service. Discuss how APAC stacks up against global counterparts, how trends across third-party messaging channels differ from your own apps and website as a means of having conversations with your customers, and how to pick the right channel based on customers’ preferences and intents.

Connect with us to see how you can increase customer satisfaction, advocacy, efficiency, and revenue in a matter of weeks.

Omnichannel is now Conversational

Omnichannel

Conversational AI

Messaging

personalisation

Customer Experience

Marketing

Automation

social channels

Mobile Messaging

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Omnichannel is now Conversational

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