The Future of CX is Conversational

Presented by

Kevin Wordon, Head of Strategy APAC, LivePerson

About this talk

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

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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