• Discover how AI is transforming the role of customer service agents, from simple problem-solvers to strategic partners who offer emotional intelligence, creative solutions, and tailored experiences.
• Learn how to train your agents to use AI as a tool while focusing on developing essential human skills - empathy, active listening, conflict resolution, and critical thinking - that add real value to customer interactions.
• Explore strategies to create seamless collaboration between AI and human agents, ensuring that AI supports agents in their roles while agents provide the human touch that customers crave.

Whether you've recognised it or not, if your customers' journeys aren't designed to accommodate a wide range of accessibility needs, a significant number of your customers may be excluded from having an optimal experience with your organisation.

Addressing this challenge might seem daunting, but in this session, experts from the RNIB will guide you through:

• Understand how implementing simple accessibility changes benefits everyone, even those without specific needs.
• Hear success stories from RNIB’s work with global organisations like Kellogg's, Mastercard, Google, and others.
• Get a hands-on evaluation of your organisation's website accessibility, through an interactive and judgment-free discussion in a safe space.

Robin Spinks

Head of Inclusive Design
RNIB

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Working in a highly regulated industry with a vast range of customer queries, blanket innovation strategies cannot be applied to the customer service ecosystem at VIVID Homes. 

In this session, you will:

• Dive into how you can elevate experiences across all channels, from self-service to the contact centre. 
• Learn how to empower your agents to handle a range of challenging customer enquiries.

Chantal Mitchell

Customer Experience Manager
VIVID Homes

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Hannah Bailey

Digital CX Lead
VIVID Homes

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• Learn how to integrate fragmented customer data across various touchpoints (website, social, CRM, contact centres and more) to build a 360-degree view that drives smarter decisions and actions.
• Discover how customer data can fuel hyper-personalisation strategies - ensuring each customer feels seen, heard, and valued, no matter the channel.
• Understand how to navigate the complexities of data privacy and compliance while using customer data responsibly to power targeted marketing, sales, and service efforts.

• Learn how to leverage customer data and AI to create personalised and seamless interactions, enhancing satisfaction and retention across every touchpoint.
• Discover how AI can support human agents, automate tasks, and drive more efficient operations, empowering your contact centre to meet modern customer expectations.
• Understand how adopting flexible, cloud-based technologies can enable your business to adapt, scale, and thrive in an ever-evolving customer experience landscape.

• Explore strategies to manage large-scale transformations while maintaining alignment and engagement across your multi-lingual teams.
• Learn how to foster a culture that embraces change from top leadership to frontline employees, ensuring a unified approach.
• Understand how to address resistance to change and cultivate change champions who advocate for and accelerate the process. 

• Learn how generative AI can take interactions to the next level by crafting hyper-personalised experiences, from dynamic product recommendations to tailored content and messaging in real-time.
• Explore how generative AI can simulate human-like interactions, in a multi-lingual capacity, providing seamless support across channels, resolving issues efficiently whilst maintaining empathy and relevance in customer exchanges.
• Discover how generative AI tools help brands make smarter, more informed decisions by analysing large datasets, predicting customer preferences, and optimising the customer journey from initial contact to long-term engagement. 

In today's fast-paced business environment, achieving tangible outcomes swiftly with minimal disruption is crucial.

In this session, learn how to:

• Deliver AI business outcomes leveraging innovative AI solutions to harness the power of artificial intelligence to drive immediate and impactful business results.
• Integrate advanced analytics, machine learning, and automation to enhance customer experiences, streamline operations, and make data-driven decisions with unprecedented speed and accuracy.

The future of AI-driven business success is not just a possibility—it's a reality, now.

Huw Jones

Director, Solutions Consulting
Verint

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Keith Barrow

Director, Solutions Consulting
Verint

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• Discover how to create hyper-relevant experiences for large audiences, from targeted offers and recommendations to content customisation and journey optimisation.
• Learn how AI, machine learning, and automation can enable businesses to deliver personalised experiences at scale, across regions, without sacrificing quality or customer satisfaction.
• Explore how to balance automated personalisation with human interactions, ensuring customers feel valued, heard, and understood while managing large volumes of engagement. 

Participants who join this masterclass will relate to the following statements:

• How does AI align with our overall business strategy & objectives?
• What are the key guardrails needed to safely and ethically deploy AI.
• What are the measurable outcomes we should expect from AI implementation?
• Which AI tools or platforms are most suitable for our needs?

Participants who join this masterclass will relate to the following statements:

• Are we achieving optimal ROI from our current AI investments?
• How can AI be used to deepen customer personalisation and engagement?
• What guardrails need to be implemented to ensure customer trust and safety when using AI in a customer-facing capacity?
• I would like to understand what others are doing to ensure I am not falling behind on my roll-out journey. 

Participants who join this masterclass will relate to the following statements:

• Our organisation is bought in to pioneering the use of innovative technologies to ensure we can provide cutting-edge experiences for our customers and internal employees.
• I am looking for inspiration for where to innovate next, across the business, breaking down siloes and continuing the success we’ve already seen.
• I would like to keep my finger on the pulse and understand what is on the horizon of possibility with these tools that others haven’t yet considered.