CXN Live: CX Automation 2022 | IQPC | 20 June 2022 | Online

The first wave of enterprise automation primarily focused on efficiency gains in the back-office, away from the view of the customer. Now, as businesses look for ways to deliver services that are fast, personalized and effective, automation has become a key investment priority for customer experience leaders.

With that in mind, CXN Live: CX Automation 2022 will focus on:

• Chatbots: integrating chatbots into your contact channels to reduce wait times and handle common queries and requests
• Robotic Process Automation: leveraging RPA to handle low value, high volume tasks within service teams and contact centers
• Marketing Automation: Capturing data insights and delivering personalized messages to your customers at scale
• Channel integration: ensuring interoperability between systems and channels to offer a seamless experience and transfer of information at every touchpoint
• Personalization: unlocking the potential of customer data to deliver the right information at the right time
• Real time updates: ensuring that both agents and customers can get real time information on orders, deliveries and services
• Self-service: leveraging apps and portals to give customers the ability to resolve their own queries
• Predictive customer care: deploying the likes of machine learning to pre-empt customer needs at scale by actioning customer feedback and signals with speed and agility.