AGENDA AT A GLANCE
DAY ONE | Wednesday, 23 October 2024
AI & MACHINE LEARNING IN CUSTOMER SERVICE
International Keynote
Headline Sponsor
Keynote Panel
Speed Networking
CONTACT CENTRE OPERATIONS & OPTIMISATION
International Case Study
Sponsored Presentation
Panel Discussion
REVOLUTIONISING CONTACT CENTRE CX
Breakout A: Transforming Customer Interactions with AI: Personalisation, Efficiency, and Insights
Breakout B: Empowering Self-Service with Advanced Automation
Breakout C: Leveraging AI and Analytics for Dynamic Customer Journey Personalisation
Breakout D: Driving Decisions with Data: Analytics for Customer Insights and Operational Excellence
Breakout E: Understanding the Voice of the Customer: Speech and Text Analytics for Emotion and Sentiment Analysis
Breakout F: Next Gen Chat Bots and Conversational AI
DATA ANALYTICS & CUSTOMER INSIGHTS
International Case Study
Panel Discussion
SPONSORED
NETWORKING DRINKS
EXCLUSIVE VIP DINNER
DAY TWO | Thursday, 24 October 2024
WORKFORCE FLEXIBILITY & AGILITY
International Keynote
Sponsored Presentation
Keynote Panel
AUTOMATION & SELF-SERVICE TECHNOLOGIES
International Case Study
Sponsored Presentation
CONTACT CENTRE WORKFORCE, TECHNOLOGY & INFRASTRUCTURE
Breakout A: Navigating the Shift to Cloud: Scalability, Flexibility, and Cost Efficiency
Breakout B: Empowering Contact Centre Staff: Tools for Engagement, Productivity and Retention
Breakout C: Optimising IVR for Improved Customer Self-Service and Satisfaction
Breakout D: Harnessing Customer Feedback: Techniques for Real-Time Insights and Quality Improvement
Breakout E: Enhancing Agent Experience to Improve Customer Interactions
Breakout F: Securing Customer Data in the Digital Age
BUILDING HIGH-PERFORMING TEAMS: LEADERSHIP & CULTURE TRANSFORMATION
Interactive Mini Workshop
Afternoon Break
MAINTAINING DATA SECURITY, PRIVACY & COMPLIANCE
Keynote Panel