Optimise your digital CX facility with Chatbots, AI tools and new customer self-service techniques
Join us on the 28th & 29th September from 12pm BST
In this two-day digital event, discover new innovations in chatbots, AI, automation and digital self service techniques which will help you to serve customers with greater speed and efficiency, enhance customer engagement, support your CX workforce, and enable your organisation to thrive.
Self-service is key to the customer experience. In this digital world, to be truly responsive, companies everywhere need to look to new techniques to help customers find immediate answers to their queries and meet their high expectations.
Join us as we explore, through a series of interactive webinars on 28th and 29th September how intelligent self-service, chatbots and AI are enabling companies across Europe to offer the right information at the right time and empowering customers to solve their own queries with 24/7 convenience.
It is a universal truth that customers don’t like to be kept waiting, and when they have an issue, they want it resolved in the quickest possible time. In the digital world, customer patience is even less than it used to be, which is why self-service and AI are a huge advantage in enabling companies to get ahead of customer expectation, apply intelligent thinking to solve all queries, gain an enhanced understanding of customer needs empower customers to serve themselves.
AI-based smart routing uses behavioural analysis to detect intent and optimise skills-based routing, connecting customers to the right agent or department to handle the interaction.
Chatbots and AI will never completely replace the need for humans - customers still want a human connection. Yet by utilising AI to field queries from the outset, learn how AI can help you Intelligently gauge a customers’ needs, gain greater business insights and KPIs around your customers’ requirements and provide a quicker resolution to their issues.
Join us to find out how enhanced digitisation and interactive tools can provide your human operators with exactly the information they need to handle escalated queries with greater efficiency.
- Learn how companies are helping customers to help themselves by equipping them with the tools they need to troubleshoot smaller queries and issues with ease, 24/7
- Discover how AI and Chatbots can help you to optimise the performance of your CX operations and reduce customer query resolution time
- Find out about new solutions which can help take the headache out of customer service and engage with your clients with ease
AGENDA:
DAY ONE: Tuesday 28th September 2021
12:00 BST: Human! Agent! - When and How to Successfully Elevate Your CX with Automation and Chatbots
Join the conversation in this exclusive insight with Dixa’s CCXE, Tue Søttrup, on how best to improve customer service and engagement through chatbots, automation and AI, empowering you and your teams to build stronger bonds, become more efficient in your customer interactions and increase CX productivity to unprecedented levels.
- Discover how to get chatbots and automation right, improving customer interaction and handling and route queries more quickly and efficiently
- Determine how to create stronger bonds with your customers for lasting emotional loyalty, higher CSAT, and powerful customer advocacy while seeing a direct impact on revenue and brand growth
- Top tips on how to calculate the ROI from CX operations and building a business case to obtain buy-in from senior management to transform your Customer Services
- Best practice for unifying customer engagement across every touchpoint - messaging, live chat, email or voice
Interview with Tue Søttrup, Chief CX Evangelist (CCXE), Dixa
13:00 BST: Knowledge Hubs for Customer Service: What, Why Now, and How Many
Contact center agents quit the workforce amid the “Great Resignation” in 2020 and a big chunk of the remaining agents continue to work from home as Covid lingers. Meanwhile, 57% of consumers say that they got different answers for the same question from different agents and in different customer service channels during the outbreak last year.
- How do you provide knowledgeable customer service in this new normal and maximize the effectiveness of work-from-home agents? The answer lies in deploying the next generation of knowledge, the knowledge hub.
- What is it and how does it simultaneously elevate both the customer and the agent experience?
- Moreover, how does it make it easy for the business to adopt it risk-free and get quick value from it?
Stephen Kennedy, Director of Solutions, eGain
14:00 BST: Trust Matters: How Scaling Up With Chatbots Brings You Closer to Your Customers in Financial Services
Trust is often hard-won in the notoriously conservative financial institutions industry. As an industry-disrupter, Holvi set out to master the world of small business finance. By eliminating the time-consuming distractions of financial admin, they help entrepreneurs find life-work balance while running their businesses.
As a modern company, Holvi embraced a modern approach to their customer service, seeing automation and self-service as critical to their ability to scale. Under a lot of pressure to maximize their operational efficiency, the customer service department turned to customer service automation and a chatbot to help them deflect common, repetitive questions so their agents could focus on the more complex cases that required a human touch.
Building trust while implementing self-service automation in the financial services industry is a challenge, but was one that Holvi knew they had to conquer for their business to grow successfully.
In this webinar, you'll learn:
- How to extend your hard-won customer trust while scaling with self-service automation Importance of teaching customers how to self-serve
- Creating a seamless automation to agent journey with Solvemate and Zendesk
- How to maintain and improve your CSAT score while automating
Jessika Franck, VP of Customer Experience, Holvi |
Kelly Davey, Account Executive, Solvemate |
DAY TWO: Wednesday 29th September 2021
13:00 BST: How Livestorm Keeps a 94% CSAT Score with Automation
In this session, we’ll discuss what’s new with automated support, why it’s important, and how to put it to work for your team. We’ll also chat with Elif Koral, Head of Customer Experience at Livestorm, to hear about their support challenges, the tools they put in place, and the results they’ve achieved. Lastly, we’ll touch on the Conversational Support Funnel and how it can help your business— closing with a Q&A session. See you there!
Elif Koral, Head of Customer Experience, Livestorm |
Immacolata Baettig, Senior Account Executive, Intercom |
In this session, Lloyd Dean, formerly Head of Digital and Innovative Learning, EDF Energy and Suresh Chandra, Head of Intelligent Automation and Quality Assurance, NewDay share their own personal outlooks on improving CX with self-service, chatbots and AI.
Case Study: Using Chatbots and AI to Refine Your Customer Service Offering
- How to use chatbots and AI channels to personalise every customer touchpoint and ensure a joined-up approach
- Advocating an omnichannel approach to unify data and accessibility across all channels of communication
- Findings from our self-service customer data so far and how we have fed this back into our systems to optimise our systems and processes
Lloyd Dean, formerly Head of Digital and Innovative Learning, EDF Energy
Advocating a Digital, Automated Approach to Future CX Operations
- How automation will help you to tackle customer queries with greater ease
- Making sure that customers can access their data at all times, and self-serve for more straightforward queries and account amends to ease the burden on your internal resources
- Benefits of keeping files digitally and centrally so that they can be accessed on the go, in the office and remotely too, for maximum flexibility
Suresh Chandra, Head of Intelligent Automation and Quality Assurance, NewDay
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