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Artificial Intelligence and the Future of Customer Experience

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The Ritz London

150 Piccadilly

London

W1J 9BR

United Kingdom

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Breakfast Meeting - 08:00am to 10:30am

Artificial Intelligence and the Future of Customer Experience

The intensive use of digital technology now extends across all business functions. Customer service is no exception and most organisations now accept the importance of proactively managing the customer’s experience across all channels.

Technology is rapidly changing the way that this management can be undertaken. The development of artificial intelligence (AI), including cognitive technology, machine learning and automated decision making, is a part of this trend. Arguably, the area of business in which AI will have the greatest effect is customer experience management.

This breakfast will discuss how AI is shaping the future workforce and will inform attendees about how AI is going to shape the future of business and, in particular, the management of the end-customer experience.

AI is creating an opportunity for organisations to develop a hybrid workforce consisting of two types of worker – human employees and digital employees. Digital employees can be used in a number of roles, internally and externally. Internally, digital workers can be used in areas such as IT helpdesks and HR helpdesks. Externally they can be used to fulfil customer requests.

With customer experience recognised as a key competitive differentiator, the use of digital employees to provide a better (i.e., faster and more effective) service is becoming widely recognised. Of course, there are challenges to this approach.

People are all too aware of the frustrations caused by early attempts to automate customer service in the form of clumsy IVR systems. Technology has progressed, however, and digital employees now come with many advantages. For instance, they can be less expensive to employ and manage compared to their human counterparts. They can access and process information about customers more rapidly than humans. And they are infinitely scalable.

Organisations need to develop robust strategies for the development and use of AI systems for both internal and external processes. This breakfast will discuss how to set goals for AI use and how to succeed in achieving those goals.

The questions we will explore

During the meeting we will focus on questions such as:

  • How can an organisation develop an appropriate AI strategy? Where within an organisation can AI be most usefully implemented? And what level of change can realistically be achieved?
  • On which facet of AI – e.g. machine learning, neural network development or machine vision – should an organisation focus? And how can they decide which particular services and tools are most appropriate for investments?
  • How can customer experience be improved through the use of AI? What are the realistic ambitions an organisation should have for using AI within CRM? How can organisations avoid any risk that AI will damage customer relations? Which KPIs should be put in place for improved customer relations?
  • What skills will the future workforce need? What tasks are most suited for our digital colleagues, and which tasks should be delegated to human employees? How can human workers manage and work with their digital colleagues?

Who is invited?

This breakfast meeting is designed for senior technology and customer experience decision makers in large organisations. These include top management (C-suite) and senior managers (reporting to C-suite) with responsibility for digital technology (IT Director, Head of IT, Chief Digital Officer, Chief Technology Officer, CIO) or customer experience (Head of Customer Experience, Head of Customer Service, Head of CRM, and Head of Innovation).

Delegates will work at large, international (5000+ employees globally) organisations in consumer-facing industries such as: Banking and Financial Services; Insurance; Telecommunications; Utilities; Travel and Tourism; Retail; Hospitality; and Healthcare.

Registered attendees include:

  • IT Director - HSBC
  • Chief Customer Officer - Fidelity
  • Director of Customer Experience - National Grid
  • Director - IT/Operations - UK & Europe - W. R. Berkley Insurance
  • IT Director - Credit Agricole Sa
  • Director of Viewer Services - ITV
  • VP Customer Experience Transformation - Liberty Global
  • Chief Information Officer - National Trust
  • VP and Global CIO - Shell Downstream
  • Head of Dev Ops - MS Amlin
  • CIO - Atos
  • VP, Digital Experience - JP Morgan
  • Head of IT - Standard Bank, CIB Interntional
  • Chief Technology Officer - The Go-Ahead Group
  • Head of Technology - Euromoney
  • Group Strategy & Technology Director - Thomas Cook Group
  • Head of Platform: Client Relationships - Investec
  • Head of Artificial Intelligence - Royal Bank of Scotland

Join us at The Ritz Hotel in central London as one of 12 senior business professionals to discuss the latest challenges and strategies around this topic and enjoy some engaging conversation.

For any enquiries and to register your interest, please contact Lace on 020 8349 6458 or email lace.b@business-reporter.co.uk.

The breakfast briefing is brought to you by IPsoft and is only for senior executives as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted. In addition, to be eligible for this event you must be employed by a corporate legal entity such as a private or public company: if you are a sole trader or in a partnership other than a legally incorporated partnership we will be unable to offer you a place.

This breakfast briefing is free of charge to attend. However, if you cancel your attendance less than two weeks prior to the briefing, you will have to provide a replacement of equal seniority otherwise you will be a subject of £150 cancellation fee. Please also note that when you register we will ask you for your corporate email address which we will share only with the event sponsor(s). See our privacy policy.


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Date and Time

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The Ritz London

150 Piccadilly

London

W1J 9BR

United Kingdom

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