june, 2020

10jun11:00 AMStrategic Boardroom: Automation in the Contact Centre – Empowering Agents to Focus on the CustomerCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Yoel Goldenberg, Chief Product Officer, Jacada

Event Details

By its very nature, CX takes a holistic view. While there has been a push of late to improve self-service, the most successful CX initiatives are those that recognise the importance of simultaneously improving contact centre agent engagement. The same advances that powered self-service – Artificial Intelligence and Machine Learning, Personalisation, Chatbots – all are now being applied to the assisted service channel, giving organisations the ability to deliver a unique hybrid of robot and human automation to fully support customer service complexities

Key Take-Aways:

  • Clarity into the agent engagement landscape and state of the industry
  • Insight into navigating pitfalls
  • Guidance for rolling out assisted service projects, while also minimising risk


(Wednesday) 11:00 AM

Fab Facilitator

Yoel Goldenberg, Chief Product Officer, Jacada

Yoel Goldenberg is a Customer Experience Technology domain expert with over 20 years of experience in this space. In his current role as Jacada’s Chief Product and Marketing Officer, Yoel leads the Autonomous CX revolution.

Speaker Link