• Learn to plan for and manage unexpected spikes in demand for your products or services 
• The role of technology in streamlining operations 
• How to develop a crisis management plan  

Learn how to approach projects with a high degree of innovation and uncertainty. KPMG shares the approach and lessons learned in building a transformative solution for the health sector – The Health Flow Optimizer. See how Oslo University Hospital used this approach and ServiceNow to approach their two largest business challenges: how to do more with less, and how to decrease last minute cancellations. 

·      Make the link between high value employee interactions and retention

·      Learn how to identify and eliminate friction points in your CX strategy

·      Create a link between effortlessness, customer satisfaction, and business growth

• The role of data and analytics in identifying potential failure points in CX 
• Best practices for identifying and addressing customer experience issues quickly and effectively 
• The role of experimentation and agile in reducing the impact of service failure 

• Tips to initiating a successful CX program, whether you’re getting back on track or just getting started 
• How to overcome common challenges organizations face when trying to enhance CX 
• Breaking down internal silos to gain a comprehensive view of the customer 

·      Defining the best channels for both customers & business

·      All project phases from the initial evaluation and auditing across key business markets, from service design, to test and deployment

·      How to approach the global messaging strategy to combine widespread technology use cases and real-time business needs 

·      Focus on the customer experience and how digital transformation can improve it

·      Ensure you’re integrating customer feedback and involving with appropriate training throughout the process

·      Prioritise the human touch, cross-functional collaboration and alignment across departments

• AI as a means to an end
• Step-by-step launch plan
• Agent productivity and customer experience

·      Why digitalisation projects fail and how Shell’s approach differed

• Adapting traditional legacy organisations to become competitive in the digitalised environment 
• Setting up teams, building structure and cutting through the noise of modern methodologies 
• Finding balance to deal with resistance to change 

As customers demand more, AI ushers in a new wave of automation, and a post pandemic reality sees even Zoom return to the office, the agent experience should remain top of the agenda. We're going to look at what motivates agents, what's really important, and what challenging new thinking can be brought to improve outcomes for businesses and agents alike. 

• Embracing diversity to future-proof your digital transformation ambitions 
• Martech as the perfect starting point to shift mindsets in your organisation 
• How prioritising DE&I can help you adapt to the realities of a modern workplace and marketplace 
• What you need to nourish cross-generational and cross-cultural collaboration so your teams reach their full potential