25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Mark Baylis, Vice President Customer Service and Digital Customer Engagement at Optus

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

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020


2:55 PM Panel: Operational cost vs Customer Delight: AI & Automation?

What are the different levels of AI deployment?

This is usually the first thing we ask ourselves when looking at a strategic, 3-5 year plan that centres on digital.

However, today we’ve found the correlation between decreased calls and increased digital channels can only be effective when we perfect these different technology platforms. This means not only improving the technology, but knowing what to implement and how this will shift your business. 

This panel will look at whether technology is a means to reduce cost, or should simply be designed for the long term CX strategy.

  • What are the different levels of deployment in your digital integration strategy
  • Having a set of strategic goals in your contact centre investment strategies
  • Determining whether we are investing in digital or in the customer?

Panellists: