From Service to Value: Redesigning Customer Service for Cost Efficiency, Loyalty & AI Driven Resolution at Scale
Previous Speakers Include:
Michelle Buckley
Dr. David Weisman
Michael Mahar
Eric Sutton
Mike Egli
Shelly Chandler
Agenda
9:00am - 9:15am
MOC Opening
9:15am - 10:00am
Industry Panel
The End of Customer Service as We Know It: AI, Automation and the Reinvention of Customer Resolution
10:00am - 11:00am
Workshop Tracks
Track 1: The Intelligent Customer Journey: Turning Every Interaction into Resolution, Retention and Revenue
Track 2: Next-Generation Service Operations: Workforce, Knowledge and Automation at Enterprise Scale
Track 3: The Intelligent Data Operating Model: Connecting Governance, Metadata and Automation for Enterprise Scale
11:15am - 12:00pm
Visionary Implementation Interview
12:00pm - 12:30am
Visionary Adoption Interview
2:00pm - 3:00pm
Roundtable Tracks
Track 1: Deflection vs Delight: Where Does Smart Automation Become a Better Customer Experience?
Track 2: The Future Contact Centre: Do We Still Need Traditional Service Models in 5 Years?
Track 3: Owning the Customer Moment: How Service Teams Are Becoming the Most Important Brand Touchpoint
2:00pm - 5:25pm
1:1 Meetings
A series of curated 30-minute meetings scheduled throughout the three-hour networking period, with breaks between sessions. Matches are arranged based on intelligence-led recommendations and mutual business interests.
9:00am - 9:15am
MOC Opening
9:15am - 10:00am
Industry Panel
10:00am - 11:00am
Workshop Tracks
Track 1: The Intelligent Customer Journey: Turning Every Interaction into Resolution, Retention and Revenue
Track 2: Next-Generation Service Operations: Workforce, Knowledge and Automation at Enterprise Scale
Track 3: The Intelligent Data Operating Model: Connecting Governance, Metadata and Automation for Enterprise Scale
11:15am - 12:00pm
Visionary Implementation Interview
12:00pm - 12:30pm
Visionary Adoption Interview
2:00pm - 3:00pm
Roundtable Tracks
Track 1: Deflection vs Delight: Where Does Smart Automation Become a Better Customer Experience?
Track 2: The Future Contact Centre: Do We Still Need Traditional Service Models in 5 Years?
Track 3: Owning the Customer Moment: How Service Teams Are Becoming the Most Important Brand Touchpoint
2:00pm - 5:25pm
1:1 Meetings
A series of curated 30-minute meetings scheduled throughout the three-hour networking period, with breaks between sessions. Matches are arranged based on intelligence-led recommendations and mutual business interests.
Who attends
Register interest
Thank you for your interest. One of the team will be in touch soon.
Why attend?
Connect with like-minded senior leaders for a curated agenda, focused on tackling your current business critical challenges and driving industry forward.
Be a part of exclusive shared learning, horizon scanning and actionable insights enabling organizations to deliver transformative strategies.
Build meaningful relationships with solution providers matched to your business priorities to help accelerate your projects and deliver your objectives.