AI: The Real Picture

The belief that AI is going to change the world and eliminate jobs has proven to be quite different from reality. We’re currently running a roadshow of events around the country to find out how the contact centre industry is preparing for, and implementing AI in the contact centre. This online seminar brings some of the findings that we’ve discovered so far and share them with our industry.

Simply put, AI is just another technology that contact centre professionals can use to support colleagues on the frontline to deliver exceptional customer experiences. It’s also a technology that can provide incredible insights to assist in decision making and strategy development.

During this one-hour session, Leigh Hopwood, CEO at CCMA, will surface the many different use cases that are emerging. She will chat to some of the industry leaders that presented their approach to AI during the roadshow, such as Paul Manley, VP Customer Service at DHL Express and Ben White, Customer Contact Manager at Nespresso UK. We’ll also hear some key advice from Steve Barratt, Digital Experience, Chatbot and AI Enterprise EMEA Lead at Genesys.

About the Speaker

Paul Manley, VP Customer Service, DHL Express

Paul has been with DHL Express for 18 years and has been responsible for the UK Customer Service area for the last 3 years.

Before moving into the role in Customer Service, Paul’s background had been Continuous Improvement, including roles in the UK and US.

Ben White, Customer Contact Manager, Nespresso

Ben White is a dedicated and experienced Customer Contact Manager at Nespresso, where he has made significant contributions over the past two years. With a background primarily in managerial roles within the retail, utilities, and telco industries, Ben brings a wealth of expertise to his current position.

During his time at Nespresso, Ben played a pivotal role in successfully implementing a cloud-based solution for the contact centre, showcasing his ability to deliver complex projects. His passion for new technologies is evident, as he consistently stays ahead of the curve and identifies himself as an “early adopter.”

Currently, Ben is focused on exploring the practical applications of new technology and artificial intelligence (AI) to enhance both customer and employee experiences. He is driven by the desire to optimise business operations and is always seeking innovative ways to achieve this goal. With his strong leadership skills and deep understanding of the industry, Ben is poised to continue making a significant impact in his role at Nespresso.

Contact centre leaders looking at how AI can support their operation, CX and EX.

Hear use cases and advice in how to adopt AI in the contact centre.

Free to attend.