Damian Leach

Executive Director, Head of Collaboration & Communications Standard Chartered Bank

MAIN CONFERENCE DAY 1: TUESDAY 14 JULY 2020

Tuesday, July 14th, 2020

11:40 AM Human-Centered Design Techniques in Today’s Contact Centres

  • Understanding the basics of Human-Centered Design
  • Understanding the channels, business requirements and external factors
  • Applying simple tools, tricks you can use to enhance the customer experience
  • Iterations, the art of acceptance
  • Exploring the use of AI and Biometrics to strengthen anti-fraud and caller verification capabilities
  • Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
  • Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres

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

Download The Latest Agenda