Theatre 11
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Theatre 11: Sponsored By 4net

4net Technologies deliver innovation and transformation that enhance the customer experience to organisations across the globe. We are an Avaya Diamond Edge Partner, Avaya Partner of the Year, winners of Avaya’s global Innovation Award 2017, specialising in contact centre technologies, unified communications, managed and cloud services.

Wedneday 21st March

Thursday 22nd March

speaker

11.00 - 11.30

Ian Moyse

How to Exceed Customer Experience Demands in 2018

Customer and industry surveys report raised expectation of service quality and increased customer churn. We put up with less than adequate phone experiences when calling companies, and yet CX is key to driving customer loyalty, increased spend and differentiation. An entertaining and engaging session with Industry Cloud Thought Leader and Sales Leadership Expert Ian Moyse on the challenge, opportunity and action we can take to transform CX over the phone.

speaker

11.45 - 12.15

Dr. Lisa N. Michaud

Why Contact Centres Need NLP Technologies

Advances in our ability to process language computationally have opened new avenues for providing self-service options for customers. With robust Natural Language Processing, automated platforms can understand and answer common customer questions, handle straightforward transactions, and leave your human workforce free to handle the unique and more challenging customer interactions. This seminar addresses the science of human language understanding itself and what it brings to the contact centre.

speaker

12.30 - 13.00

Richard Pennington

The Changing Face of Customer Contact

4net’s Changing Face of Customer Contact will discuss current and future trends in digital transformation, how you can develop channel shift strategies, the automation of services and AI (Artificial Intelligence). We will use real life customer case studies to show you how your organisation can put customer experience at its heart to improve efficiency and reduce costs.

speaker

13.15 - 13.45

Sam Boyle

Why your business needs an enterprise-class chatbot

Meet the dynamic, on-demand service agent that understands and mimics human conversation with engaging, lifelike precision. Through a combination of AI-powered natural language processing, semantic search and the Meaning-Text Theory, modern chatbots can interact with your customers in ways far more realistic and human-like than you would expect. Chatbots can perform complex, decision tree based product searches, reset passwords, book appointments, generate quotes… almost any basic action now sits within reach of full automation.

speaker

14.00 - 14.30

Doug Whitaker,

Omnichannel Collaboration in the Cloud

Today’s consumers expect customer service through more than just the traditional phone call. This includes service through web portals, email, text messaging and even video. Learn how cloud communications allows instant delivery of any customer contact – no matter their preferred media. We’ll examine new ways that you can collaborate with customers to share information while effectively addressing the contact the first time.

speaker

14.45 - 15.15

Tony Smith

Compliance and the Contact Centre

How can we achieve compliance in the Contact Centre without compromising on customer experience?

speaker

15.30 - 16.00

Melissa Frost

YOU HAD ME AT HELLO: Emotion in an Automated World

As automation becomes the norm, there is a risk of compromising consumer-brand relationships at a subliminal level. This seminar explores how emotion and other human traits can be introduced into automated IVRs to make them more credible and engaging. This thought-provoking interactive session will provide valuable insights to ensure that your brand doesn’t lose the ‘human touch’.

speaker

16.15 - 16.45

Jo Causon

The state of customer satisfaction in the UK

How satisfied are UK customers and what is driving their satisfaction? What are customers key priorities and how are organisations responding?