Lawrence Mitchell

CCO Sumo Salad

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

9:15 AM Operational Cost vs Customer Delight: Should we Really be Investing in AI & Automation?


  • Understanding contact centre data: what data is available, what can be collected and how can it be used to provide a more value-led customer service
  • Omni-channel integration – will the contact centre become the pulse of customer insights and analytics?
  • The integration challenge: How do we merge our Knowledge Management Systems data into our existing chatbots for that sophisticated, conversational communication
  • What will the developments in AI mean for creating a future-ready workforce in the contact centre?

Speaker:

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

Download The Latest Agenda