Mark Baylis

Vice President, Customer Service and Digital Customer Engagement Optus

Exchange Day Two: Tuesday 30th Oct 2018

11:50 AM How Ready Are Your Channels, Systems And People For Digital Transformation?

Facilitator:

Exchange Day Three: Wednesday 31st Oct 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

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

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Questions? Contact us on 61 (2) 9229 2483 or email exchangeinfo@iqpc.com.au now!