THE FUTURE OF CONTACT CENTRES - PRE-CONFERENCE MASTERCLASS 5TH NOVEMBER 2018 - ASDEvents
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
PRE-CONFERENCE MASTERCLASS
5TH NOVEMBER 2018
THE FUTURE
OF CONTACT
CENTRES
12:30 REGISTRATION AND WELCOME REFRESHMENTS
13:00 - 17:30 HALF-DAY MASTERCLASS The single most important outcome you will take away is
A COMPLETE PLAN FOR USING AI IN YOUR CONTACT how to organise your AI strategy as a refreshable roadmap
CENTRE covering all areas. This immediately puts you at an
advantage over those who just react to the next overhyped
By 2020, 85% of customer interactions will be managed AI solution.
without a human. Forrester reports that some companies
are relying on AI to reduce the volume of human This matters because over the next few years every working
interactions by 50% in only 2 years. part of your customer service ecosystem will become AI
infused. Added together it will become a whole new way of
What’s more in PwC research, 64% of consumers say it is working with customers and colleagues. That new Service
more important to have instant access to quality customer Operating Model, which blends humans with AI, must be
service than to preserve customer service jobs. designed to deliver optimum effectiveness.
So contact centres must change but as Forrester says As with all technology, it is how you deploy that delivers the
“Having a successful AI-driven customer service or sales value. Therefore an upfront awareness of the ‘big picture’
program will depend on the processes that support a resulting in prioritised investment and change ownership
blended AI approach. Humans will play a critical role in the decisions puts you in a much better place to execute
ongoing optimisation of AI.” effectively and rapidly.
SO CAN AI RADICALLY TRANSFORM CUSTOMER SERVICE? WHO SHOULD ATTEND?
This Masterclass will address this key question as well as This is for all service leaders with the ambition to transform.
educating, inspiring and equipping Service Leaders with You might come from the contact centre, CX, digital,
the necessary insights and frameworks to help them deliver innovation or any other team that looks to organise future
this transformation as part of a Complete Plan for Using AI strategy. An understanding of customer service operations
in the Contact Centre. is helpful.
The core value of AI lies in its ‘better than human’ ability to TOPICS COVERED
predict. This can power smarter routing, optimise contact
strategy, differentiate service experiences, transform • Using AI for predictive routing
service journeys, boost team productivity and personalise • Using
AI during live assistance, self service and proactive
employee engagement. Once organised as a prioritised service
roadmap, this becomes the way in which contact centres
finally transform their value over the next few years. • Using AI to transform service journeys
Our master class introduces the most comprehensive • How
AI transforms quality and performance management
and unique framework for prioritising your AI investments
• How
AI changes recruitment and people development
in terms of customer interaction and contact centre
management. It will also guide you with best practice • How
AI improves forecasting and scheduling
approaches for delivering AI based change within a
• How
AI impacts analytics real time insight and reporting
broader Digital Transformation framework. It has been
designed from a collaborative pooling of expertise
between Dr David Naylor and Martin Hill-Wilson; both highly
regarded experts in customer contact. 17:30 HALF-DAY MASTERCLASS ENDS
ABOUT THE MASTERCLASS LEADERS:
Martin-Hill Wilson is the Founder of Brainfood Dr. David Naylor is the Founder of Humanotics
Consulting and has been involved as a thought and has over 20 years experience in customer
leader, facilitator and strategist in the customer service design and data analytics. He also holds
contact industry since its origins. He ran the one of a Ph.D. in AI and focuses his energy on helping
the first BPO and customer consulting firms in the organisations to fuse together business goals,
UK. Then spent a decade with customer contact the latest technology, customer needs and
technology integrators. He now keeps pace with effective operating models. David is a passionate
industry trends through his advisory work, industry event chairing advocate of today’s AI but understand the risks of ill-considered
and designing competency development programmes in quality applications, lack of good data or poorly integrated user
management, customer emotion management and omni-channel experiences which can damage brands and drive up customer
contact strategy. contact.
www.asdevents.com - www.asdevents.com/event.asp?id=18626CONFERENCE DAY ONE
6TH NOVEMBER 2018
ESTABLISHING AND MAINTAINING A SUSTAINABLE AI ENVIRONMENT
08:15 11:15
REGISTRATION AND WELCOME REFRESHMENTS PANEL DISCUSSION: BALANCING AI AND HUMANITY IN CX:
HOW TO MAKE YOUR CUSTOMERS FEEL CARED
09:00 FOR WHILST TRANSITIONING TO INTELLIGENT
WELCOME SPEECH, CHAIR’S OPENING REMARKS AUTOMATION?
AND ICE-BREAKER One of the most widespread concerns there
Sherrie Simmons, COO, In STEPPS currently are with the rapidly accelerating adoption of AI
for CX is the scare that automation will replace humanity
09:30 in customer service, feel largely impersonal and drive
SHAPING THE FUTURE WITH AI customers further away from you. In this discussion, we will
Sephora has been transforming retail and cosmetic hear expert insight on the best way to integrate AI without
industry worldwide through driving innovation and losing the human touch.
personalisation for almost two decades. Leveraging ML, • Is there a way to make customers feel more looked after
VR and over 5 years of experimenting, the Virtual Assistant using AI?
has proved to be a real success amongst customers. Two • Self-service and customer communication: does it make
most important things can all learn from Sephora is their customers feel dismissed and how can we prevent that?
imbedded customer focus and ability to take advantage of • How to communicate this change of mode of
an opportunity in the rapidly changing digital environment. communication to your customers?
As a leader that has helped to shape and drive this • How do we build trust and loyalty using these
transformation of customer experience, Ali will talk about technologies?
the importance of an organic approach to CX innovation • How do maximise personalisation via intelligent analytics?
and shaping the transformation process as a part of a
wider society. Facilitator:
• How do we introduce new technology to ensure Sherrie Simmons, COO, In STEPPS
acceptance?
• Creating digital experiences and products to make Participants:
consumer interactions more fun and more efficient: how Aaron Boasman-Patel, VP, AI & Customer
do we engage, educate and entertain? Experience, TM Forum
• Leading the AI-enhanced world: looking out for Craig Palmer, Director, CX Transformation, EMEA, Verizon
and shaping customer needs Ali Bouhouch, CTO and VP of Enterprise Architecture,
Ali Bouhouch, CTO and VP of Enterprise Architecture, SEPHORA
SEPHORA
Rahul Dhandhania, VP, Strategy and Transformation, HSBC
10:00 12:00
THE CX OF AI: MINDSET VS TECHNOLOGY GETTING AI READY: JOURNEY MAPPING TO BUILD
Digital transformation is now almost a business-as-usual AI CAPABILITIES
concept. Emerging technologies like AI are fuelling digital Everyone is set up to face difficulties on their AI journey
fire. Companies are throwing AI at their CX efforts and and discover new challenges and solutions as the process
it’s happening rapidly. Enthusiasm for AI as an emerging evolves. However, there are key building blocks to maximise
technology can lead businesses to build experiences that your strategy success and ensure that the people,
customers find useless. It’s necessary to think through how processes & technology are aligned for the transformation:
best to build and deploy an intelligent experience. This How do we create an eco-system to facilitate AI initiatives,
presentation will cover: drive collaboration, efficiency and process improvement?
• Why AI-driven experiences are seductive — and risky Patricia Davidson, Global Lead, Customer Experience, BD
• The four parts of effective human-AI interactions (pending approval)
• Why AI needs to help deliver cognitive moments to help
differentiate the CX
15 min Q&A session included “Timely conference that will help
Qaalfa Dibeehi, VP, Marketing and Strategy
Innovation, Customer Experience and Digital, EMEA, hugely in our CX improvement
Forrester Research
strategy. A really good way to
10:45 MORNING BREAK AND NETWORKING focus our current efforts – very
thought provoking”.
UK Marketing Director, Bibby Financial Services
www.asdevents.com - www.asdevents.com/event.asp?id=18626CONFERENCE DAY ONE
6TH NOVEMBER 2018
12:30 15:30
QUICK FIX, QUICK WIN – SMART CUSTOMER AFTERNOON BREAK AND NETWORKING
INCIDENT RESOLUTION POWERED BY AI
16:00
Resolving customer support requests is a major cost
FOCUS GROUP DISCUSSION: VENDOR SELECTION:
generator especially in service- and technology-
FINDING A MATCH MADE IN HEAVEN
driven industries. The emergence of digital support
Strategy is definitely a half of your AI transformation
channels yields substantial cost-saving potential
success; the other half is the solution you decide fits
which can only be fully leveraged by new innovative
you best. How do we make that decision, given a huge
solutions for automated incident troubleshooting and
choice of vendors providing similar answers to customers’
customer interaction. Illustrated by an example from
pain points? Kick-off a discussion on what drives your
Telecommunications you will learn how AI can boost
purchasing decisions for the best outcome. This interactive
troubleshooting efficiency, improve customer experience
session is aimed at empowering business professionals
and - last but not least - help customer operations
to ask the right questions, such as providing opinion on
keep pace with growing service complexity and product
the functionality requirements that your systems need to
diversity.
perform. It will also provide delegates with the opportunity
Peter Kleinhans, Head of Sales, solvatio AG
to put their questions to the general discussion in advance
13:00 so that your questions can be answered by industry and
NETWORKING LUNCH end users alike.
• What do we look for when selecting an AI vendor?
14:00 • What are the compromises you are willing to make?
THE TECH FACTOR: WHO WILL BE THE WINNER • How to understand what you’re looking for in the first
FOR YOU? place?
Sit back and watch five unique solution providers battle • Larger vs smaller solution providers: flexibility and
for the title of most intriguing/relevant/exciting at AI for CX personalisation vs reputation and experience
2018. They only have 10 minutes each to give you the most • Avoiding
and smoothing out potential hick-ups in vendor
enticing teaser of what they offer to solve your challenges relationships
and your customer’s pain points! You get to vote and Facilitator:
decide who you will become the winner and get a full 30
Sherrie Simmons, COO, In STEPPS
minute slot on day 2 to present their innovation, thoughts
and success stories to the whole audience. Who will be your
16:30
winner?
AI SOUP FOR THE CX SOUL: HOW CAN AI TRANSFORM
Facilitator: CX AND UNLEASH SIGNIFICANT VALUE?
Sherrie Simmons, COO, n STEPPS Abhijit Akerkar will argue that like a consummate chef,
you will have to blend the right ingredients – strategy,
15:00
technology, data, behavioural science, capability building,
I, HUMAN – MANAGING CHANGE IN THE AI AGE
and ethics – in the right way to create a signature dish that
Across all industries, change is not a choice. It is a
enhances your brand value. A variety of AI technologies will
necessity. Yet, the uncomfortable truth is that at the outset
have to be deployed to work in tandem to create a
of almost any change programme, the odds are stacked
compound effect while maximising value from each
against successful delivery. Given its complexity, there is no
technology. Organisational silos will have to be broken.
question that transitioning to an AI-driven operating model
Cracking this code for your organisation will take a few
is difficult.
iterations. Subsequent scaling will unleash a significant
This failure rate is widely recognised; even accepted
value for your brand.
as inevitability. But in real terms, failure on such a level
equates to tens of millions of pounds of missing ROI, lost Abhijit Akerkar, Head of Applied Science - Business
customers and damaged customer relationships, as well Integration, AI Integration, Lloyds Banking Group
as the collateral damage to business strategy, shareholder
value and team morale. 17:00
CHAIR’S CLOSING THOUGHTS AND DRINKS RECEPTION
This session will dive into the inevitability of failure, success
factors and common pitfalls and AI as a human process in
AI CX transformation and will help you manage the change
smoothly. You will walk away with three key takeaways that “Very inspiring and provided me
will put the AI transformation into a new angle and help you
answer the following questions: with useful information from different
• Why does failure happen and what can be done? areas - both business views and
• The success and failure factors are already well
understood and can be easily managed. Yet many technology views. Great to have
businesses struggle to do this. Why?
• How do you prevent the mistake of ignoring people when experiences direct from the front
you bring in the robots? line”.
Phil Lewis, Managing Director, Corporate Punk
Chief Project Officer, Nordea Bank
www.asdevents.com - www.asdevents.com/event.asp?id=18626CONFERENCE DAY TWO
7TH NOVEMBER 2018
KNOWING AND ENGAGING YOUR CUSTOMER USING AI
08:30 10:30
REGISTRATION AND WELCOME COFFEE MORNING BREAK AND NETWORKING
09:00 11:00
CHAIR’S OPENING REMARKS APPLYING AI IN THE CORPORATE TRAVEL INDUSTRY
Sherrie Simmons, COO, In STEPPS Learn how the corporate travel industry has been able
to take advantage of AI throughout the organisation for
09:30 service personalisation and proactive delivery.
BECOMING AI FIRST: THE MAP TO YOUR DIGITAL • Identifying opportunities for AI in corporate travel
JOURNEY
• Shaping a data first strategy with the traveler at the core
In the new era of technology there are many questions to
answer and many lessons to learn before we figure out how • Personalising the service to increase client and traveler
to do it right. What’s most important in order to kick-start satisfaction
your AI journey in the right direction is knowing where and • Developing new AI products for Travel Managers
how to leverage AI to give your customers a better Jose Sanchez Loureda, VP, Global Head of Data Science &
experience. Analytics, Carlson Wagonlit Travel
Learn what AI technology can do for your customers
realistically 2018-2025 and how to ensure the key 11:30
components to AI First strategy are met. BUILDING AI CAPABILITY AT SKY
After this session, you will have a clear understanding on Join James to listen to how Sky is building its modelling AI
how to: capability to make customer interactions more relevant.
• Identify where AI would make the most sense for • Where does AI make sense for customer experience at Sky
your organisation and customers and how do we keep things as simple as possible?
• Build cognitive product whilst preserving human touch • Combining legacy models with AI to improve performance
• Hire the next generation of talent • Creating a central perspective of the customer
• Harness the power of ML for customer satisfaction • Helping the business understand and use AI
outcomes
James Alexander, Decisioning Director, Sky
• Set up your AI strategy
Justin Reilly, Head of CX Innovation, Verizon 12:00
HOW TO ACHIEVE THE RIGHT BALANCE BETWEEN
10:00 AI AND GOOD CX IN CUSTOMER CENTERS
CUSTOMER CARE IN THE AGE OF DIGITAL
Learn the key tips from Commerzbank’s 0 to a 100 AI
As head of Koodo Mobile’s Social Support Strategy, transformation of customer centres.
Ranjan is focused on creating effortless digital support • Where to start: Bots vs. AI ; Voice vs. Chat?
experiences for all customers, while keeping Koodo the • What is the right technology?
most recommended wireless brand in Canada. Through • Which Level of Automation is possible
strategic foresight, drive, and determination, he built • Avoiding Customer Contacts? Or qualifying valuable
a strong foundation for his most recent engagement leads?
at Koodo Mobile, a flanker brand of one of the largest
Michael Wolczyk, Head of Online Processes,
Canadian telcos. It’s in that capacity that Ranjan and his
Commerzbank
team have implemented a new service model strategy,
leveraging AI at its core, with the ultimate goal of an even
better customer experience and significantly improved
operational efficiency for the Koodo brand.
• How do we integrate chat bots into customer
care successfully?
• Behavioural psychology in defining CX strategy
• Guiding customers onto the right path: how do we get the
customer to embrace virtual assistants?
Ranjan Gill, Head of Social Support Strategy, Koodo Mobile
“Great selection of speakers, high level of
information and ideas for my business – I can’t find
anything to improve! Everything was perfect”
Global Head Special Projects, Telefonica
www.asdevents.com - www.asdevents.com/event.asp?id=18626CONFERENCE DAY TWO
7TH NOVEMBER 2018
12:45 15:45
NETWORKING LUNCH AFTERNOON BREAK AND NETWORKING
13:45 16:15
ROUNDTABLE NETWORKING AND PROBLEM SOLVING MAKING AI PAY - SLOW AND STEADY DOES IT
Each table will represent an area of AI solutions for In today’s world, AI projects are often driven less by
CX. Choose one of the following: conviction and more by the Fear of Missions Out (FoMO),
• Real time context analytics proving to be one of the most common pitfalls for CX.
• Real time semantic analytics This session walks you through the use of AI in traditional
• Intelligent Business Platform Management (BPM) brick and motor retail in India where it was introduced
• Self-service solutions in select customer journeys before the scope widened
• Automated intelligent marketing campaigns gradually to cover more customer impacting journeys and
including employees.
You will have an hour to discuss anything to do with
integration of that solution into your CX strategy: assessing Learn how the Future Group leverage AI both on the
the readiness, the benefits it can bring, the pitfalls you customers directly and through the employee to easily
might face and finding the ultimate way forward for your predict and identify opportunities to stay relevant and
organisation. You will also have time to network with like vibrant, lead and grow their business.
minded professionals, seeking solutions to similar CX The session will offer actual real life examples of use of AI
problems. in the customer and employee engagement context and
explore the following aspects of the AI transformation
14:45 journey:
(AI)2 - THE WINNING COMBINATION FOR SUPERIOR CX • Which customer and business pain points catalysed this
Get insights into how Frontier Communications has journey
leveraged AI to enhance CX, earn customers trust and • How to consider the fit into the long-term business
loyalty, reduce churn, monetise VAS and increase revenue. strategy
Sandeep will discuss key factors for success when • Correctly identifying the investment needed
implementing an AI tool, challenges encountered as the • Lessons learnt along the way - what worked and what
tool was developed and how to overcome these, as well as didn’t
understanding, and commercially exploiting key pieces of • Fostering future opportunities
customer insights. Jacqueline Mundkur, Group Head, Customer Service,
• How do we address customers’ security concerns in the Future Group
new connected world?
• How to leverage AI to present the next best offer that suits 16:45
the customers need? AI TRANSFORMATION AT PTCL
• Challenges implementing AI support systems in the telco Learn how AI is helping Telecom operator not just to
ecosystem satisfy customer complaints and queries but also aiding in
• Overcoming the implementation challenges upselling of services. After this session you will have clear
• Gaining competitive advantage using AI understanding of how to successfully implement AI at
Sandeep Shashikant, Director, Product Management, customer operations and how to overcome the challenges
Frontier Communications, USA organisations faces while implementing such solutions. The
session will also highlight how AI augments major business KPIs.
15:15 • Intelligent data analysis and machine learning to deliver
AI AND ROBOTICS LEAD THE WAY FOR BETTER better customer experience and operational efficiency
CUSTOMER EXPERIENCE AT TELIA • Unlocking the value of unstructured data through AI and
The experience of developing CX with robotics and AI with cognitive systems
true cases driving the business value in the organisation. • Leveraging AI to improve business outcomes and create
new revenue streams
• Our journey with robotics development and the brief
• Road map for expansion of AI & machine learning
overview of benefits
implementation
• What kind of robots have we implemented at Telia?
• The case studies of first experiences of AI development Saad Naseer, Group Manager, Products & Platforms, PTCL
• Story of our journey and how to get people on board and
the cases they have worked on 17:15
• Developing AI and the 4 step implementation model for CHAIR’S CLOSING THOUGHTS AND CLOSE OF CONFERENCE
Robotics
• Where do we go from here?
Mia Jalava, Head of Customer Process Development, “It was inspirational and gave some
Telia Finland new ideas on how to approach
some internal challenges”
Head of Digital, Eesti Telekom
www.asdevents.com - www.asdevents.com/event.asp?id=18626You can also read
