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There’s plenty of pressure to get moving with AI. But what needs to be in place to make it work for your contact centre, your people and your customers? Getting AI ready means looking beyond the technology: knowing who takes responsibility, getting your data and knowledge in shape and helping colleagues prepare for change.
Join us for an honest, practical conversation, with insights from Motorway and Reed in Partnership, about getting those foundations right. Through real experiences and expert insight, we’ll explore governance and accountability, why knowledge management matters and how to bring your people and wider organisation with you. We’ll also look at building the case for investment, with plenty of time to put your questions to the speakers and hear how others in the room are approaching the same challenges.
Whether you’re finding your starting point or already making progress, come ready to share your experiences and to learn from others. You’ll leave with a clearer view of what needs attention in your own organisation, ideas from fellow contact centre leaders and practical actions to take back to your team.
Hear the latest news and updates on the CCMA and what to expect from the day.
Many organisations begin their AI journey with the technology. Motorway started with the problem. In this practical session, Nic shares how the team identified opportunities to improve customer and colleague experiences, from image quality and service history checks to issue prioritisation, by deploying AI and AI voice.
Not every successful AI project starts with a complex strategy. Nick shares Reed in Partnership’s experience of identifying an opportunity, trialling AI-powered engagement and evaluating the results before taking the next step. An honest account of how experimentation, evidence and practical learning helped shape their approach.
Before you scale AI, you need the foundations in place. This session cuts through the hype to focus on the brilliant basics that drive success: clear objectives, quality data, governance, processes, people and measurement. Discover what organisations getting AI right are doing differently, and where many are going wrong.
With AI embedded throughout customer operations, Octopus has learned valuable lessons along the way. Wren will share the decisions, pitfalls and insights that could save others time, money and effort.
This is your opportunity to shape the conversation. Share the challenges you’re facing, ask questions of our speakers and explore the issues that matter most to you. Whether you’re deciding where to start, struggling to build the business case or working through the realities of implementation, bring your questions, experiences and lessons for an open and honest discussion.
Hosted by Leigh Hopwood with:
