2020 Programme

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Live Case Study: Laithwaite's Wine and the digitally savvy consumer

10 Nov 2020
Theatre 17 - The Evolving Contact Centre

When you're an award-winning wine & spirits merchant, surely it's job done? Not for this Olive customer! In this live case study, we'll hear a first-hand account from Laithwaite's Wine as we explore how repeated pain points were the driving force for an intelligent cloud transformation; implementing AI powered communication methods from Olive's CMSP in order to meet omni-channel demands of the modern, digitally savvy consumer.  

3 key delegate takeaways from session:

  • From concept to reality: We hear a first-hand account from Laithwaite's Wine on how they have embarked on a full digital transformation of their contact centre environment. From a traditional on-premise infrastructure, to an agile, AI-driven cloud contact centre
  • Why driving tangible improvements in operational efficiency, workforce optimisation and reporting/analytics is key to success, and how to do it.
  • Discover the steps your business needs to take to utilise AI in the contact centre from the ground up
Speakers
Nick Beardsley, Enterprise Director - Olive Communications
Andy Harris, Head of Customer Service - Laithwaite's Wine
Theatre 17 - The Evolving Contact Centre