Simon Banks

Author, Artist and Innovation Expert Simon Banks

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

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?


4:25 PM Interactive Closing Keynote: Creating a Culture of Innovation by Keeping Your People Front and Centre

Closing CCW 2020, our MC Simon Banks will host an interactive closing keynote, talking on the ultimate customer experience and how your people are the true key to delivering a holistic customer service strategy within the contact centre. Take your thinking to the next level and go back to your teams inspired for change!


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

Download The Latest Agenda