The C&UX Expo logo

18 & 19 MARCH 2020


FiveCRM: Sponsor of Theatre 18

Theatre 18: Sponsored By FiveCRM

Please note the below schedule is from the 2019 Call & Contact Centre Expo. The 2020 schedule will be released closer to the event.

    • Wednesday

      Sam Boyle: Speaking in the Theatre 18

      10.15 - 10.45

      Sam Boyle

      The Future of Intelligent Customer Service

      In this session we will provide an overview of the current technological innovations taking place within online customer service, along with the most recent efforts to render self service more powerful without alienating the user.   This seminar will cover chatbots, both the good and the bad, how to leverage key learnings and user feedback, and how to judge if a user query can in fact be solved through technology and automation, or whether human intervention is still required.

      Josh Ayres: Speaking in the Theatre 18

      11.00 - 11.30

      Josh Ayres
      IP Integration Limited

      The Fourth Industrial Revolution in the Contact Centre

      The Industrial Revolution was the transition to new manufacturing processes in the period from about 1760 to 1840. This transition included going from hand production methods to machines, new chemical manufacturing and iron production processes, the increasing use of steam power, the development of machine tools and the rise of the factory system. The Second revolution used electric power to create mass production. The Third revolution used electronics and information technology to automate production We are experiencing the Fourth Industrial Revolution right now within the Contact Centre Market with Digital Workers (Robots) and Artificial Intelligence Solutions that will fundamentally alter the way we live, work, and relate to one another; The transformation will be unlike anything anyone has experienced before. Within this presentation we will draw parallels between the industrial revolution of the past and the digital workers of today and highlight the benefits to the business, the re-skilling of staff and the social effect of companies pioneering this technology.

      Ben Rafferty: Speaking in the Theatre 18

      11.45 - 12.15

      Ben Rafferty

      New PCI DSS Guidance – How will this impact Contact Centres?

      The Payment Card Industry Security Standards Council (PCI SSC) recently released updated and comprehensive guidance on protecting telephone-based card payments. This session will explain the most pertinent compliance changes and look at some of the recommendations made within the new guidance; providing much needed clarity for any organisation looking to achieve PCI DSS compliance inside their contact centre.

      Vikas Bhambri: Speaking in the Theatre 18

      12.30 - 13.00

      Vikas Bhambri

      Customer Friendships

      With technology at the tip of our fingers, consumers want answers fast and they want the best of everything, that includes great customer service. Join us as Vikas Bhambri, SVP of Sales & Customer Service at Kustomer, talks more about Customer Friendships. We will dive into what Customer Friendships are and how you can treat your customers more as a friend to ensure their satisfaction with your product, services and your brand.

      Raj Wadhwani: Speaking in the Theatre 18

      13.15 - 13.45

      Raj Wadhwani - Global Association

      Best Practices Ideas for contact centres from around the world

      Raj will share some great best practice ideas from the NEXT GENERATION Contact Centre & Customer Engagement Best Practices series he and his team host every year - all ideas are from Award Winning Centres and all from outside the UK!

      Scott Kolman: Speaking in the Theatre 18

      14.00 - 14.30

      Scott Kolman

      Turn your Call Center into an Intelligent Contact Center

      Today’s customer is more demanding than ever. They want to communicate with you anytime, over the channel of their choice. They expect you to know them – their services, their needs and preferences. To meet these heightened expectations requires an intelligent contact center that allows you to deliver personalized experiences that build your brand. Come join us as we explore what is needed along with a prescribed a path to getting there.

      Dimitris Vassos: Speaking in the Theatre 18

      14.45 - 15.15

      Dimitris Vassos

      How Conversational AI impacts customer Self-Service - Case studies

      Conversational AI in the contact center is not the next big thing—it’s already here! Learn how some of North America’s largest financial services companies moved from a high-performing touch-tone caller experience to a true artificial intelligence speech application that moves the conversation beyond the traditional, “How can I help you?” natural language application with directed speech. This session provides real-world examples of conversational speech, lessons learned, and actual contact center benefits.

      Zuzana Madarova: Speaking in the Theatre 18

      15.30 - 16.00

      Zuzana Madarova

      Centers of excellence: building AI-powered multilingual hubs

      Every channel, every time zone, every language. How do you delight demanding clients across multiple markets? Delivering exceptional customer experiences across multiple markets around the world is tough. Either you lack a balance between demand and supply of languages requested by your customers, or your native agents are out-of-the-office in critical moments - among other challenges.