Priya Thurai
Head of Insights
Watercare Services Limited
Priya brings over 25 years of extensive experience across diverse industries, with a strong foundation in advanced analytics that enables her to discern and capitalise on overarching trends, offering strategic foresight in today’s dynamic business environment. Her expertise spans commercial analysis, strategy development, customer operations, and financial management, consistently delivering impactful outcomes for customers and businesses alike.
As a leader, Priya is dedicated to fostering a growth-oriented mindset and a culture of deep collaboration. She harnesses agile methodologies and AI to optimise work processes, emphasising the importance of building extensive networks and relationships to empower teams with clarity and vision. Priya's profound enthusiasm for technology underscores her commitment to leveraging innovation for enhanced customer experiences and operational efficiencies, thereby removing barriers and streamlining operations.
SESSIONS
Day 1
9:30
Keynote Panel: Beyond the Buzzword: Implementation of AI Across Contact Centre Operations and Efficiencies
How AI and ML are revolutionising customer service, leading to increased customer satisfaction and loyalty.
Utilisation of AI in contact centre operations for streamlining processes.
Automating workflows and process automation, to reduce handling times within contact centres.
How can AI forecast customer needs and identify cost-saving opportunities for enhanced cost efficiency.
Moderator: Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand
Mo Odedra, GM of Client Experience, Fisher Funds
Priya Thurai, Head of Insights, Watercare Services Limited
Paulo Gottgtroy, Head of Decision Science & Analytics, Mercury NZ