Customer experience management has evolved sharply over the past decade. In many ways UK enterprises are leading this charge, alongside their outsourcing partners. New, interactive technologies such as Bots, have the potential to revolutionise how contact centre interactions are delivered, but also carry risks.

These were among the points of discussion at an HGS roundtable discussion at Ascot, attended by various UK customer experience leaders across multiple industries.

The key points of this session have been summarised in this white paper:

  • Increase in companies deploying bots across the UK
  • Considerations for how to properly deploy bots
  • Determining the proper use cases for bots
  • Bots&Brains working together

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