june, 2020

10jun2:05 PMThinkTank: Omni in Retrospect: If I Knew Then What I Know Now2:05 PM Fab Facilitator: Martin Taylor, Deputy Chief Executive Officer, Content Guru

Event Details

Artificial intelligence is ready to go mainstream, but before you take the plunge, it is crucial to ensure that your omni-channel contact centre is ready. Does your customer engagement strategy have a sound foundation to keep up with ever evolving customer expectations? Without the flexibility and personalised nature of a true omni-channel experience, you will find yourself losing customers and money, as well as lacking the platform to support your AI ambitions.

Key Take-Aways:

  • Best practice deployment of omni-channel contact centres
  • Hard won lessons of those who have already made the transition
  • Illustrations of how NHS, UK Power Networks, and Rightmove have moved away from a siloed approach and transformed their customer engagement

Time

(Wednesday) 2:05 PM

Fab Facilitator

Martin Taylor, Deputy Chief Executive Officer, Content Guru

Martin Taylor is Co-Founder and Deputy CEO of the Redwood Technologies Group, comprising specialised communications systems and software manufacturer Redwood Technologies; and omni-channel cloud communications provider Content Guru.

Speaker Link

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