Volvo Cars is going through an intense transformation journey as many automotive companies. At Volvo Cars we are dedicated to deliver Freedom to move in a personal, sustainable and safe way in everything we do. Our choice to transform our products and commercial set-up is steps in this journey to mirror changes in society and consumer demand. From manufacturing cars to leveraging harmonised consumer experience around the world.

• This is Volvo Cars
• Our transformation
• CX today and tomorrow

The Customer Service & Sales of Telefonica Germany has delivered an improvement programme that take their service out to customers in new ways that helps to build and cement relationships with them. The presentation will show how we have done in terms of approach, engagement, communication, design and how we measured the impact.

• Improvement programme – History and structure
• Focus on the customer
• Development of main drivers for customer satisfaction
• Inter-divisional cooperation
• Comprehensive & innovative communication measures

In this presentation, we will explore how knowing your customer and deploying AI can help optimise your channel strategy and help build resiliency in uncertain times where support capability is impacted by working from home, country lock-downs and forecasting challenges.

• Creating contact journeys that can leverage AI
• “Live” contact channel optimisation through contact centre performance
• User journey differentiation through KYC and authentication
• Embedding AI as agent augmentation

Contact centre has already been one of the key customer touchpoints for decades, but the pandemics has triggered significant increase in channel traffic. This highlights the importance of automation & efficiency improvement in all areas, including call quality assurance. AI-powered voice analysis can be a powerful tool to enhance call monitoring, in real-time, done on 100% of the calls and release QA capacities and shift them to development.

• Pandemic’s impact on customers’ channel preferences
• What AI-based automatic voice analysis can bring as a value
• Concrete Inbound & Outbound use-cases for boosting efficiency, sales and customer satisfaction
• Implementation project & timeline

The Customer Sales & Service of Carlsberg Denmark has undergone a transformational journey, transitioning from call centre to a 360-degree customer-centric sales & service organisation. This presentation will illustrate how we have embarked on this transformational journey in terms of engaging our employees, our business, our customers as well as implementing a data-driven mindset.

• Positioning sales & service as a value generator for the business
• Taking lead as a Customer Ambassador
• Bridging cross-functional gaps and strengthening the value chain
• Creating and engaging a motivational work environment