Kai Bentley-Grey

Senior Technology Business Partner DFS Furniture

Wednesday 14th May 2025 - Summit Day 2

10:55 AM PANEL DISCUSSION: AI & HUMAN SYNERGY: THE NEW ERA OF CUSTOMER SERVICE EXCELLENCE

  • Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
  • Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
  • Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.

12:10 PM PRESENTATION: THE BLUEPRINT FOR DESIGNING A HUMAN-CENTRIC TRANSFORMATION STRATEGY LEVERAGING DATA, INSIGHTS & AI

Customer leaders are juggling pressure to implement AI into their processes, whilst ensuring human-centricity remains at the forefront.  

 

In this session, you will:  

 

  • Understand how Kai dismantled siloes that were identified as key opportunities for removing customer journey friction.   
  • Delve into the decision making behind where, when, how and why to apply AI in customer operations.   
  • Unpack how Kai formed transformation strategy leveraging customer insights to ensure innovation aligned tightly with customer needs.

Check out the incredible speaker line-up to see who will be joining Kai.

Download The Latest Agenda