Workshop Day: Wednesday, 26 February 2020
Wednesday, February 26th, 2020
Does your organisation have a thorough understanding of all the analytics and intelligence capabilities that can go into your CX framework?
If the answer is no, then this workshop will assist you in your machine learning and data journey.
Using machine-learning models to resolve customer enquiries, Mai Le, the Head of Customer Obsession at Uber, will deliver an in-depth workshop looking at how the integration of data and insights will become the central factor in driving the future contact centre.
Mai has led over 25 teams as the previous Head of Business Platforms and has successfully delivered bottom-line savings in the millions in her current role at Uber.
As the Head of Customer Obsession, Mai works in the data insights and engineering department to ensure data is continuously coming through the contact centre and being interpreted accurately for improved CX.
What Will This Workshop Cover:
This workshop will train data insights, operations and contact centre leaders in delivering predicative and qualitative insights for a seamless omnichannel experience. In turn this will help businesses improve customer retention by representing brand value with new and changing technologies.
Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
2:20 PM Onstage Interview: Linking Data and Machine Learning to Drive CX Maturity for Your Overarching Business
Translating customer engagement, VoC and CX maturity into business results is a challenge for most organisations.
But the key behind doing any of this lay in understanding your customer data and being able to successfully integrate ML models to resolve customer issues.
From there the integration of a successful omni channel platform would be integrated within your organisation to improve the customer journey and experience.
Mai Le, Uber’s Head of Customer Obsession, will discuss ways to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience.
In this session hear how to:
- Define the best CX measures, metrics and business value for your organisation
- “Connect-the-dots” from CX program, to metrics improvement and business results
- Build your communication message to the C-Suite to secure funding for your CX program
- Think differently about business results and ROI