CONFERENCE PROGRAMME 15:3015:50
Agents & Automation: Enhanced Omni-Channel Customer Engagement Martin Taylor, Deputy CEO, Content Guru The AI revolution has arrived, accompanied by a wealth of opportunities which can be leveraged to transform and optimise your contact centre performance. Join Content Guru’s Deputy CEO, Martin Taylor, to discover how AI and automation can be used to create a consistent omni-channel customer journey, and reduce agent attrition. From chatbots to data analysis and keyword recognition to natural language processing, find out how the effective integration of automation and AI technologies within the contact centre can not only reduce agent workload, but provide customers with an enhanced service in line with their ever-increasing expectations.
Martin Taylor is Deputy CEO of omni-channel cloud communications provider Content Guru. A forerunner of communications technology since his early twenties, when he co-founded Content Guru’s sister company, Redwood Technologies, Martin’s role now centres on strategic market development and analysing the future of digital engagement. Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socioeconomic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.
15:5016:10
Exposing The Realities of Chatbots, Intelligent Assistants and Digital Agents Simon Foot, Sales Director UK & I, CX Company Simon has recently gone deep undercover at the CX Company to explore the realities of the technology causing such a stir in the market place. What has he learnt, what are the realities and what can you learn from his experience as one of us on the inside? The CX Company deliver 4 million digital conversations every day, and Simon will cover the things to consider when deploying a Chatbot solution: what are the business cases that have really been delivered and what are the realities for your Company to manage and maintain a Chatbot channel and most importantly do customer’s like and want it? Join Simon for what promises to be an engaging and insightful delve into the myths and realities….
Senior level experience in Contact Centre operations, Consulting, outsource management, customer strategy design, AI and Chatbots, relationship management, contact centre applications, ROI development, sales and pipeline management, big ticket bid delivery, strategy and innovation in customer experience. A confident leader and strategist. Focused on delivering contact centre solutions via technology which drive qualified operational change. Recognised industry commentator and influencer. (Top 50 most influential people in the industry). Proven track record of securing high value sales within FTSE 100 client base. Demonstrable track record of creating profitable client relationships with some of the UK’s and Europe’s biggest brands.
16:1016:40
Coffee & Networking
65
DAY ONE
An established customer management Director with over 20 years experience of Customer Management in perm or interim roles.