Day One - 25th May [CEST]

1:00 pm - 1:05 pm Opening remarks, welcome & polling station

1:05 pm - 1:35 pm Keynote presentation: The paradox of the human-machine model

1:35 pm - 2:15 pm The All-stars keynote panel: Five predictions for the next 10 years of customer contact

2:15 pm - 2:45 pm How Customer Service Agents will be the Secret Sauce of AI

Technology is available today to automate 80% of contact center interactions. But to achieve this, it's imperative to lower the barrier to AI adoption in contact centers. More specifically, updating and maintaining AI models that drive accurate automation will need more accessible technology for contact centers to achieve scalable automation.

In this session, Ben Rigby will discuss how 'Human-in-the-loop' technology democratizes AI model training.

Topics discussed include:

  • How contact centers can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction
  • Re-skilling agents to become AI expert trainers, leveraging their product and customer knowledge - so that agents are empowered to join the era of AI


2:45 pm - 3:30 pm Panel discussion: Create your omnichannel super-agents through digital engagement and development

3:30 pm - 4:00 pm Presentation: Reserved for Kura

4:00 pm - 4:15 pm Content break

Expert Facilitator Led Think-Tank One

4:15 pm - 5:15 pm Automation & AI: Fine-tuning, scaling and getting more from your technology strategy

At the point of registration, you were asked whether you were finding the greatest challenge in executing automation & AI, omni-channel or VOC. If you selected to attend a Think-Tank on any of the aforementioned topics, now is the time! You will be working in small groups to share, address and develop strategies to overcome these issues. Each group will be assigned an expert topic facilitator to guide the conversation and share practical advice. Join via the Zoom links sent to your inbox. 

Expert Facilitator Led Think-Tank Two

4:15 pm - 5:15 pm Omnichannel – Holistic strategies to optimise the customer experience end-to-end

At the point of registration, you were asked whether you were finding the greatest challenge in executing automation & AI, omni-channel or VOC. If you selected to attend a Think-Tank on any of the aforementioned topics, now is the time! You will be working in small groups to share, address and develop strategies to overcome these issues. Each group will be assigned an expert topic facilitator to guide the conversation and share practical advice. Join via the Zoom links sent to your inbox. 

Expert Facilitator Led Think-Tank Three

4:15 pm - 5:15 pm Analytics – New use cases for service transformation

At the point of registration, you were asked whether you were finding the greatest challenge in executing automation & AI, omni-channel or VOC. If you selected to attend a Think-Tank on any of the aforementioned topics, now is the time! You will be working in small groups to share, address and develop strategies to overcome these issues. Each group will be assigned an expert topic facilitator to guide the conversation and share practical advice. Join via the Zoom links sent to your inbox. 

5:15 pm - 6:15 pm Interactive networking opportunity

6:15 pm - 6:15 pm End of conference day one