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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Christiaan
MOONEN

SVP / Building ABN AMRO Contact Center 3.0

CASE STUDY / DAY 1

How AI Helps to a Legacy Company to Move Forward and Break Silos

We successfully implemented speech analytics 1.5 year ago and it helped our organisation to really act on customer behaviour more precisely and quickly, and transformed the Contact Centre from cost centre into a value data centre. It also helped a legacy company like ours to break silos over the different channels, product grids and Customer Experience departments while we embrace all the same data and connect the dots. The customers as well as employees benefit from it greatly. Furthermore, we developed a successful contact strategy driven by different zones we see in self-reliant, assisted and human zones, which makes it very easy for the organisation to break down the different needs and values for different customer segments. Self-service and Next Best Action is a very important factor in this, which I will elaborate in more details during the presentation.

  • Speech analytics
  • From contact to data centre
  • Role of customer service in the industry
  • Digital transformation as value instead of cost efficiency for the contact centre
  • Differentiated services by use of self-service and Next Best Action
  • Employee engagement

CASE STUDY / DAY 1

Utilising Data and Analytics to Drive Improvements in Your Contact Centre

In today’s world, commitment to a data-driven approach to contact centre analysis can provide the actionable insight required for effective change and truly optimise your operations.

Jay will lead you through his experience in:

  • Working with contact centres data
  • Transforming performance MI to data-led insight
  • How traditional and advanced analytics can truly transform your contact centre and your customer’s experience

Jay
TAIT

Head of Customer Service & Operation Analytics

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Christiaan
MOONEN

SVP / Building ABN AMRO Contact Center 3.0

Jay
TAIT

Head of Customer Service & Operation Analytics

Romain
CUISINIER

Head of Social Media Servicing

Martijn
FRANSSEN

Director Digital Transformation Customer Service

Corinne
BROTONS

Director, Global Digital Social Care & Contact Center Strategies

Mary
MCCARTHY

People and Culture Lead - Modern Life, Gaming and EMEA Customer Service Director

CASE STUDY / DAY 2

AI & Humans: How to Make the Smartest Combination on Social Platforms?

With incoming volumes increasing by 40% each year, we definitely need AI to scale up our activity. On top of building chatbots, we chose to support our 250 agents by providing them an AI personal assistant. It allows them to focus on personalisation and tasks that require a high level of expertise, it also makes them feel more confident about development of new channels. AI is seen as an enabler, an Augmented Intelligence supporting a human interaction.

  • Social Media global context
  • Chatbots
  • Personal assistant
  • Social Listening

Romain
Cuisinier

Head of Social Media Servicing

Martijn
FRANSSEN

Director Digital Transformation Customer Service

CASE STUDY / DAY 2

Bringing Our Bot to Life

The implementation of a chatbot is rather easy to do. Meeting customers’ expectations regarding non-human interactions is a different ball-game. After introducing a chatbot early 2018, KPN started a journey to gradually improve its ability, aiming for the best virtual assistant of the Netherlands.

  • The bare necessity of customer recognition
  • No performance without data
  • The positioning of the bot in an omni channel environment
  • The crucial role of customer service representatives to improve the bot
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See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

10th Annual Optimising Contact Centres Summit
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