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Where can AI make the biggest difference in your contact centre? From helping frontline colleagues to taking time-consuming tasks out of everyday processes, the opportunity is exciting. But knowing where to focus, how to build the business case and what a good return looks like isn’t always straightforward.
Join us, alongside HSBC and Charles Tyrwhitt to explore how AI can make life easier for your people and improve operational performance. We’ll look at practical uses for AI on the frontline and intelligent automation, how to identify business value and measure results, and the skills and roles needed as the work changes.
As always, there’ll be plenty of opportunity to ask questions, share experiences and learn from others facing similar challenges. Expect an honest conversation about what’s working, what needs more thought and what it takes to make AI useful in everyday operations. You’ll leave with ideas to take back to your contact centre and a clearer view of where to focus next.
Hear the latest news and updates on the CCMA and what to expect from the day.
Discover how HSBC is using AI to drive measurable operational improvements. You’ll find out how they identified the right use cases, built momentum, delivered value and balanced efficiency, employee experience and customer outcomes, while learning important lessons along the way.
Charles Tyrwhitt is focused on making AI work in practice. In this fireside chat, Sandra shares the use cases delivering operational value today, the lessons she is learning as an industry leader, and how continuous experimentation, adoption and refinement are helping drive efficiency, colleague enablement and customer outcomes.
Pilots create momentum, but lasting value comes from successful implementation. Discover the critical steps organisations should take to scale AI effectively, from securing stakeholder buy-in and supporting colleagues through change to monitoring performance, measuring outcomes and embedding AI into day-to-day operations and decision-making.
AI is changing how customer operations work, but success depends on people as much as technology. In this fireside conversation, Leigh will talk to two leaders about how they are bringing colleagues with them, evolving roles and skills, building confidence and trust, and creating the culture needed to turn AI potential into operational performance.
An interactive discussion that combines audience Q&A, peer learning and shared experiences from around the room. Challenge the speakers, compare approaches with your peers and hear the lessons, successes and surprises emerging from AI adoption across the contact centre.
