×

Did you know that your web browser is out of date?

To get the best possible experience on our website we recommend that you upgrade to a newer version or alternative web browser. To find out how and why to update your browser, click here.

Welcome

Digital Resolution: How can companies use data and AI to optimise the customer experience across digital and voice channels?

Sponsored by OpenText
Tuesday 26 April 2022, 12:30
Zoom

As consumers embrace the digital economy, companies across sectors from banking to retail and utilities are under pressure to keep up with BigTech leaders in delivering seamless, intuitive digital journeys that meet customers wherever and whenever they want.

From the customer’s perspective, the ability to raise a query or question via app, chatbot, and voice– or a mix of all of them- and have them resolved quickly and easily is key. Companies that are unable to provide swift resolution usually drive the customer to escalate to the customer call centre or to abandon their request altogether. This risks further frustration which could jeopardize customer loyalty and corporate reputation, with the cost of friction increasingly counted in disgruntled online reviews and falling revenues.

As a result, companies are racing to combine the data, analytics, AI and automated technologies needed to drive development of personalised, friction-free journeys across a range of digital and voice channels. In addition, they must ensure that when a complex query does arrive at the customer call centre, the human agents have the information they need to provide the best possible customer experience.

To build these customer-centric digital journeys and ensure omnichannel visibility, many companies are exploring the concept of ‘digital containment’ of customer queries, which aims to make digital resolution so effective that only the most complex cases end up in the customer call centre.

This digital roundtable with senior peers from across a range of industries will explore how the rapid shift in customer expectations is driving transformation of customer services journeys in the digital age.


Topics for discussion

  • How advanced are companies in digital transformation of the customer services journey?

  • How are customer expectations of 24/7 digital channels driving technology transformation?

  • What are the key challenges for organisations in rolling out digital customer services tools across a range of digital and voice channels, and which are currently a priority?

  • How advanced are companies in using AI and sentiment analysis to gather information about customer interactions in the call centre and digital channels, and what role can technology play in optimising this process?

  • How are companies using data and analytics to identify complex cases that need to be handed off to human customer services agents?
  • What are the most effective technology strategies for driving improvements in customer experience?

  • Which channels, including voice, app, chatbot and online are currently a priority and what will the future of customer services look like in the digital age?


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


Brought to you by NTN