15 - 16 October, 2019 | RACV Goldfields Resort, Ballarat, VIC
Mark Baylis, Vice President, Customer Service and Digital Customer Engagement at Optus
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Mark Baylis


Vice President, Customer Service and Digital Customer Engagement
Optus

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

Exchange Day Two: Tuesday 30th Oct 2018

Tuesday, October 30th, 2018


Exchange Day Three: Wednesday 31st Oct 2018

Wednesday, October 31st, 2018


12:50 PM Improving Agent Efficiency And Effectiveness Through A Mobile-First And AI-Powered Service Experiences

Chatbots and virtual assistants are on the radar for most organizations but many stumble with the management of data, workflows and customer journeys to operationalize this potent solution. Moreover, the learning curve for customers and agents to adopt these solutions is a
challenge. Addressing these challenges and more, Mark shares his journey from Optus to provide insight into what the future of contact
centres would look like in an increasingly automated and digitized environment.

  • Developing an omni-channel service experience branching out of the mobile application
  • Creating a clear application case and workflow for chatbots and digital layers to blend with your contact centre operations
  • Addressing challenges with customer education and engagement to adapt a digital-first service experience that’s balanced with appropriate human connections