Keynote Theatre 4: Sponsored By Ring Central
RingCentral is a leading provider of cloud-based global collaborative communications solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions.
11.00 - 11.30
Rise of the Robots! Are live agents necessary in the future?
An examination of how and when conversational AI and Machine Learning should be used in Contact Centres – and when they should not!
11.45 - 12.15
Customer Engagement in the Digital Era
This keynote examines the technology and strategies needed to build truly integrated contact centre platforms helping organisations to benefit from connected services. We examine autonomous tools such as bots that can start to bridge the gap between different users and look at how collaboration is spreading beyond a human task to an activity that will require, and will often be driven by, smarter machine intelligence – to a future where outbound and inbound human to machine communication becomes the new normal.
12.30 - 13.00
Driving the new speed of business through AI powered contact centre
13.15 - 13.45
Using the Right Technology & Culture to Unlock Innovation
In this seminar, Ben will explore the new age of organisational communication and collaboration. He will talk about using the right technology and culture to unlock innovation, and share tips for engaging employees with change and embedding transformation.
14.00 - 14.30
Making emerging technology simple to improve customer experience
Last year John shared the importance of disruption in an industry and how to use public data to know the customer. John in 2019 will share how emerging technology is providing better ways to engage with customers. He will break down different emerging technology. So if you want to know more about AI, IoT, Chatbots and VCA''s in a business context then come along. John will provide business benefit and usage examples of the technology to make it easy to understand without being a technologist. Data is the way to drive business to future knowledge, but it must be transformed into information. In 2018 it was all about Glastonbury at the conference, now it is about Bees. Using an example of bio diversity and how emerging technology can enable engagement on a critical area is a very good way to share the power of large volumes of data.
14.45 - 15.15
Matt Clare & Pak Ming Wan
Mitel & Google
Integrating AI into Customer Experience
To stay competitive, businesses need to be willing to evolve and leverage the best, most innovative communications technologies to ensure their customer experience is more personalised and responsive. Machine learning and AI are revolutionizing the way contact centres operate, from self-service options to virtual agents and agent assist. Join us to hear first-hand from Matt Clare, Mitel and Pak Ming Wan, Google to discover how we are driving intelligent customer experiences.
15.30 - 16.00
Dr Nicola Millard
Chat, Tap, Talk: Trends shaping the future of the contact centre.
Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.
16.15 - 16.45
Becoming Millennial - Friendly Exceeding The Customer Experience Expectations Across All Generations
Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation. Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success. For long-standing businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity!
11.00 - 11.30
Intelligence in the Modern Workplace
Every day we see more and more things in our personal lives become intelligent. From our homes, to personal devices and even our cars. This intelligence is now the new norm, it saves us time and money whilst reducing complexity. As we are accessing intelligence in all aspects of our everyday lives, is it not realistic to expect this at work as well? During this session, you are going to learn how Microsoft are enabling intelligence in the Modern Workplace.
11.45 - 12.15
Guardian News & Media
Your contact centre adds value. Make sure everyone knows!
Getting frustrated that your organisation says it’s customer centric, but then behaves in ways that definitely aren’t? Do your customer-focused initiatives make the first draft of the budget but never the final submission? Your contact centre has huge value, and it’s your responsibility to make sure that everybody in your organisation knows. The purpose of this session is to give you a playbook on getting that message across.
12.30 - 13.00
Observations from 500 Contact Centre Visits over 28 Years!
Dave will reflect on his last 28 years, working with contact centres all around the world. How have the challenges and role of the contact centre changed, as technologies and customer expectations have changed? What separates the good from the great? Who are the Trailblazers? And what are contact centres doing, to meet the challenges of the next decade?
14.00 - 14.30
Harmonise your IT and Operations teams to realise your TOM
Having worked with over 60 contact centres in the past four years, Nerys will explain how transformation happens best when there is a collaborative relationship between IT and Operations. When IT buy and deploy new technology, any transformation aspirations will fall through the chasm that is the silo between IT and Ops. This session will provide top tips on how best to plan, deploy and adopt technology so it is delivering the desired business outcomes.
14.45 - 15.15
What kind of experience does your Contact Centre deliver?
Some Contact Centres have had a hard time raising the bar on their quality standards. But the days of saying a Customer’s name 3 times and thinking that your service is great are over. Daniel will share multiple examples from his work on Contact Centre Mystery Shopper programs, to bring home the point that it may be time to reinvent your approach to quality as well as provide practical suggestions to do just that.