• Design a customer contact strategy embedding automation that will streamline processes, minimise customer effort and proactively address issues
• The use of automated workflows to address customer queries, concerns, and issues with efficiency and accuracy
• Design automation processes with a customer-centric approach, ensuring that automated solutions align with customer expectations, preferences, and contribute to overall satisfaction

o  Discover strategies to better identify vulnerable customers who may not be self-identifying and disclosing their needs

o  Explore the hidden challenges that vulnerable customers may face but often go unnoticed, such as digital literacy barriers, language complexities, or cultural nuances

o  Learn how to customise support approaches to cater to diverse needs arising from different forms of vulnerability, rather than a one-size-fits-all approach

• Unravel the challenges faced, strategic decisions made and the risk evaluation and ongoing management required for Generative AI
• Discover the practical steps and considerations involved in implementing generative AI in customer care, including technology selection, training, and integration into existing service frameworks
• Hear more on the gains for business transformation, differentiation in the market, and sustained competitive advantages in the evolving landscape of customer management

o        Hear tried and tested incremental improvements from experts across industry that will lead to a more positive and effortless customer journey

o        Identify and eliminate the hidden friction points in the customer journey, enhancing overall satisfaction and loyalty

o        Learn how other organisations are selecting and implementing technology to provide a unified experience across multiple touchpoints