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EVENT BIO

See breakdown of all you need to know about our Summit

HOT CONFERENCE TOPICS

  • Chatbots capturing the data from interactions for further analytics
  • Digital transformation of the contact centre to achieve personalisation
  • Cost reduction through self-service
  • Boosting agent performance and productivity with recognition
  • Building and omni-channel contact centre
  • Effective social care
  • AI – Assisted Intelligence – supporting agents with virtual assistants
  • Predictive analytics building a knowledge base for continuous improvement
  • AI handling repetitive tasks, AI as a means of enhancing the role of agents rather than replacing them

WHO WILL YOU MEET

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, telecommunication, pharmaceutical, aviation, hospitality, retail and automotive industries involved in:

  • Contact Centre
  • Call Centre
  • Customer Service
  • Self Service
  • Customer Care
  • Customer Operations
  • Customer Support
  • Customer Contact
  • Omni channel
  • Complaints Management
  • Digital Care
  • Digital Channels
  • Social Care
  • Social Media (Servicing)

Workshop A
1 October 2019 – 15.00 – 16.00

Technology in Customer Experience World

  • What are the advantages and disadvantages of using technology in customer care?
  • What are the latest developments in chatbots in customer service?
  • Does technology really enhance customer experience?
  • Balance between machine and human in meeting customer needs
  • Have your investments in technology proved to have a positive impact on customer experience?

Workshop B
1 October 2019 – 16:00 – 17:00

Data Management

  • How to collect, analyse and use data effectively?
  • What are the ways companies could manage the data to improve customer relationships?
  • How do you ensure personalised experience?
  • How to collect data from different channels in order to gain insights into customer needs?
  • Online and offline data collection and using the data to its full potential

WHAT DELEGATES SAID

10th Annual Optimising Contact Centres Summit
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