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:
• 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 vast range of challenging enquiries, providing the best level of empathetic service for your customers and retaining your best talent.
• Unpack how to leverage AI to humanise your non-agent channels.
Explore AI’s role in the next decade of CX, including agentic AI and empathetic virtual agents
· Hear how AI will transform CX in the next five to ten years.
· Assess your AI adoption in CX. Benchmark against other organisations and evaluate your adoption strategies.
· Discuss the biggest challenges in driving AI-powered customer interactions at scale.
· Understand the value of AI to your organisation, by enhancing empathy and personalisation.
In today's fast-paced business environment, achieving tangible outcomes swiftly with minimal disruption is crucial.
In this session, you will learn how to:
The future of AI-driven business success is not just a possibility—it's a reality, now.
Choose from three masterclasses tailored to your organisation's stage of AI adoption, exploring the specific challenges and opportunities at your current point on the adoption roadmap. Whether you’re unsure on where to start, have just rolled out your first pilot or have been leading the charge with implementing AI, there is a masterclass available to you to benchmark with your peers and build a roadmap for the future.
Take this opportunity to ask pressing questions, collaborate with like-minded peers, benchmark progress, learn how to build a business case, share experiences, and gather fresh ideas for actionable takeaways.
Participants who join this masterclass will relate to the following statements:
Participants who join this masterclass will relate to the following statements:
Participants who join this masterclass will relate to the following statements:
Join us for an unmissable welcome party featuring rugby legend Matt Dawson, MBE. Dive into inspiring stories from Matt's incredible career, gain insights into teamwork and peak performance, and test your knowledge in a competitive quiz hosted by Matt himself. The perfect start to tackle the Summit with energy and collaboration - don’t miss this perfect opening play.