In partnership with:
Building a self-serve environment with communication data, AI and automation
- Wednesday, 18th of January
- Session: 12:55 - 2:00 pm
- Location: Online
Since the start of the decade, customer experience (CX) and employee experience (EX) have gone through fundamental transformations. Organisations with a cloud-first mindset have quickly adapted and leapt ahead, but disruption and innovation are swift and ongoing. Communications data is helping leaders achieve self-serve dynamic customer environments with AI and automation.
In this session, we will explore how to bring together essential information from the growing number of digital channels available and use real-time insights, diagnostic, predictive, prescriptive and cognitive data to provide enterprise intelligence that will enable you to build workflows and automate processes that optimise customer engagement and improve business efficiency.
- Explore the biggest challenges holding back digital leaders
- Discover the cloud communications tools making automation easier
- Share real examples of using communications technology and automation to add value
- Reveal the latest self-serve and automation trends
Andrew Lilley, Director, Sales Engineering, EMEA
Andrew has over 30 years experience in cloud computing, contact centre, telephony and security industries. His broad technical experience combined with strong commercial, sales, strategy and leadership skills have equipped him with the skills and passion to identify communication solutions that will prepare businesses for the challenges ahead.
Jonathan McKenzie, Senior Contact Centre Product Manager at 8x8
Jonathan is 8x8’s s Senior Contact Centre Product Manager and in-house Artificial Intelligence (AI) expert. With over 15 years of experience in large-scale self-service transformations, including IVR application design, consulting and sales, Jonathan’s work involves creating new ways to build brilliant and connected customer experiences which enable customers the ability to use Self Service automation across digital or voice channels utilising conversational AI within contact centres.
Event Chair: Eoin Grace, Group Head of IT at Markerstudy Insurance
With 25 years in the IT industry across a variety of business sectors, Eoin has spent the last 8 years at Markerstudy Group, across a variety of IT roles and recently promoted to Group Head of IT. The group is made up of several well-known car, home and pet insurance brands along with other insurance related brands such as Auto Windscreens. Focussing on both the day-to-day operation and the longer-term strategic direction of a 370 strong department, the team delivers essential IT Services to our 5500-user community, in addition to the continual delivery of commercial solutions to enhance our business offerings. Eoin’s key focus is to work closely with the leadership teams of the various Markerstudy business divisions, to ensure they are receiving high performing, cost efficient IT Services, whilst delivering excellent value through our technical solutions and providing effective customer outcomes.