We’re pleased to bring you our virtual Call and Contact Centre Expo experience! These sessions can be consumed from the comfort of your desk, just scoll down to the agenda to access each presentation from the virtual event.
Review the virtual session to:
View the full agenda below, along with all the links to the recordings and presentation slides
Rik McCrossan - Genesys Keynote
“Make CX Count”
Today’s consumer has a wealth of choice in the way they interact with companies. It’s not possible to provide the joined-up customer journey the consumer is looking for with incomplete tools to manage it. This keynote which will guide you through the steps to delivering seamless customer journeys, exceptional CX, delivering on CX agenda and illustrate the ROI that can be realised from doing so.
Amanda Halpin, Genesys
“Be there for your customers in the moments that matter”
On average, web visitors spend 6 minutes on your website before moving onto to a competitors website. In addition to that, it can take up to 8 touch points with a prospect to win new business. In this section, we will show you how Predictive Engagement powered by Genesys AI can help your business understand when is the best moment to engage with a prospect or customer to increase sales and customer satisfaction.
Kasia Faber, Google Cloud
“The Next Conversation: Powering Customer Conversations With Google Cloud Contact Centre AI.”
Google Cloud Contact Centre AI combines the best of Google AI with leading contact centre software, improving the customer support experience and increasing operational efficiency. The result? More personalised, intuitive customer care from the first “Hello.” It works with your existing telephony and customer support technology and can easily be trained to engage with customers via speech or text, freeing your reps to handle more complex issues and provide a better customer experience. Customers get answers quickly and around the clock, live agents close cases faster and more helpfully, and analysts get faster insight into customer needs.
Kamran Khan, NTT
“Key findings in Customer Experience Benchmarking Report 2020 (exclusive preview)”
CX may once have been the sole responsibility of the contact centre but NTT’s research results over the last few years have shown this is clearly no longer the case. Rather, it’s an enterprisewide deliverable that requires a clear, integrated strategy and well-defined execution across the organisation. CX is still recognised as a clear differentiator by 81.6% of organisations and is regarded as the number one indicator of strategic performance. At the same time, board-level accountability for CX is rising, yet only 12.1% say customers rate their CX at a promoter level. Join us as Kamran Khan, Go to Market Leader for CX and Intelligent Workspaces at NTT, delves into some of the key findings of the annual CX Benchmarking Report, subtitled ‘The connected customer – delivering an effortless experience’.
Google Cloud for Retail, CPG, Travel, Hospitality - Google
CX and Intelligent Workspace - NTT
EMEA Senior Business Development Manager - Genesys
EMEA Principal Solution Lead - Genesys