Webinar 1 (outsourcer session)

Reducing the cost of customer engagement – what is the current and future role of Ai in delivering self-service and optimising contact centre resources 

Outsourcers: 13:00-13:45, 29 September 2021

With economic forecasters predicting the largest growth period since the post-war boom, the importance of converting sales has never been higher, with consumers using a variety of communication platforms to engage with businesses, it can be very easy to miss out on a sale if your channels aren’t set up properly.  

As businesses prepare for growth and look to optimise their contact centre operations, selecting the right customer engagement technology solution has become crucial. Cost effective customer acquisition and a reduction in ‘cost to serve’ are both desirable goals but achieving them can be a challenge if you don’t have a true understanding of available technologies and their alignment to your existing environment.  

In the first of our series of expert panel discussions chaired by John Greenwood, Head of Technology, Contact Centre Panel, we look at the Bot and the differences in the technology underpinning operational performance. We will explore the difference in programmable products vs those that have minimal learning input before effectively replacing their human equivalents. The webinar will include an audience Q & A, where you will get the opportunity to ask the panelists questions.

Expert panel

John Greenwood Profile

John Greenwood

Head of Technology & Payments,
Contact Centre Panel

John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018. John is a technology subject matter expert with over 30 years’ experience working with and within the industry, he has a deep understanding of the technology vendor landscape as well as BPO and contact centre environments.

Nathan Smith

Founder & MD,

Nathan is the founder and managing director of Gabba, an award-winning pioneer in digital and chatbot marketing. He has worked with some of the best-known names in the corporate world, including Microsoft and Siemens. Author of the book Social Media for the Legal Sector (Law Society Publications), he is passionate about sharing his knowledge to empower other organisations.

Chris Kellner

Global VP Sales & Partnerships,
Digital Genius

Chris is responsible for leading business development, marketing and partnerships at DigitalGenius. DigitalGenius is the Ai platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes to help guide your customers. The platform is powered by deep learning that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems.

Natalie Calvert

CX High Performance

Natalie helps businesses to put their customers at the heart of their organisation through superb CX employee engagement programmes. Natalie has work with, empowered and equipped more than 200,000 service & sales professionals and leaders across 100+ global organisations to deliver world class customer service during her 25 year career. Over the past 10 years Natalie has judged the UK Lloyds Bank National Business Awards for The Virgin Atlantic Customer Experience & Loyalty award. Natalie is also a Board Advisor to the National Business Awards.

Topics for discussion

  • What is the problem we are trying to solve? 
  • What are the types of Bot and Ai technologies currently available? 
  • What technology types are appropriate for which customer use cases?  
  • How can Ai improve operational efficiencies, whilst maintaining customer satisfaction and protecting brand reputation? 
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