Digital event overview

At ‘Reinventing the Contact Centre’ explore how you can build on a renewed Human and AI partnership, and leverage automation at scale to deliver a superior customer experience.

Join us virtually to:

  • Understand how you can activate your customer experience North Star
  • Hear guest speakers from Forrester, Indosat Ooredoo, Anthem and meet experts from IBM
  • Experience demos and industry use cases for AI in customer service

Learn more about the digital event

Deliver superior customer experience

Deliver superior customer experience

Using contact centres as a focal point to anticipate, understand and deliver against customer needs is a powerful advantage in earning customer loyalty. You can unlock the value of your data and responsibly apply AI to make customer relationships more human.

Discover how to incorporate AI into your contact centre Learn how RBS drove 20% NPS improvement using AI

Agent experience as a driver of customer experience

Conversational AI helps agents proactively understand the reason of call, demonstrate empathy, ask the right questions by analysing the sentiment and tone of the customer, enabling a better and faster response for a superior experience.

O’Reilly Report: Communicating with your Customers Virtual agents answer 283K questions a month with 95% accuracy

Agent experience as a driver of customer experience
Driving costs out of a contact centre using IBM customer services

Driving costs out of a contact centre

A 5% increase in customer retention has the same effect as increasing profits by 25%. However, this results in customer service overheads.

AI and automation can drive cost take out while improving customer experience by automating repetitive & predictable tasks, enhancing agent efficiency, augmenting agent capacity, and accelerating time-to-resolution.

Forrester TEI Study of IBM Services and Watson Cognitive Customer Care Future Generali saves $1 million

Agenda

    

Welcome and Spotlight: Why Contact Centre Transformation is the #1 Priority?

Today’s digitally connected customers expect exceptional customer service 24x7, across channels and touchpoints.

Contact centres play a critical role in delivering frictionless, personalised experiences.

You need a contact centre powered by intelligent workflows and AI-infused solutions to deliver smarter experiences.

See how Anthem, a leading health benefits company, is using power of AI and data to better understand healthcare consumers and provide tailored, personalized care.

Speakers

  • Brenda Harvey, General Manager, IBM APAC
  • Rob Thomas, Senior Vice President, IBM Cloud and Data Platform
  • Rajeev Ronanki, Senior Vice President, Chief Digital Officer, Anthem
Reinventing the Contact Centre using IBM customer experiences

Keynote: Key Imperatives of Contact Centre Transformation

Rising customer expectations require a more strategic and responsive contact centre environment that can also foster brand identity and customer loyalty.

It is time for a renewed Human + AI partnership.

Explore how contact centres are leveraging AI, analytics and automation to drive cost take out while improving customer and agent experience by automating repetitive & predictable tasks, enhancing agent efficiency, augmenting agent capacity, and accelerating time-to-resolution.

Speakers

  • Teresa Hamid, IBM Fellow, CTO & VP, Cognitive Process & Transformation
  • Matthew Candy, Global Managing Partner, IBM iX
  • Robert Yates, Distinguished Engineer, Customer Care, IBM Watson Assistant
Reinventing the Contact Centre using IBM customer experiences

Panel Discussion: Building a Smarter Contact Centre

Join leaders and experts from Indosat, Forrester and IBM as they share insights and best practices on transformation journey to a Smarter Contact Centre and use cases for AI in customer service.

Panelists

  • Philip Joseph, SVP, Customer Experience & Service Operation, Indosat Ooredoo
  • Lula Mohanty, Managing Partner, IBM Global Business Services, APAC
  • Vasupradha Srinivasan, Senior Analyst, Forrester
Reinventing the Contact Centre using IBM customer experiences

Live Q&A with IBM SMEs

We are bringing some of IBM’s best subject matter experts in areas like contact centre, AI and customer experience.

You have an exclusive opportunity to engage these experts in a Live Q&A chat during the event.

  • Kunal Benipuri, Senior Partner, Cognitive Contact Centre Transformation, IBM AP
  • Kurup Prasad, Senior Partner, Cognitive Business Decision Support, IBM Global Business Services AP
  • Clifford Patrao, Managing Partner, Enterprise Strategy & iX, IBM Global Business Services AP
  • Karan Sachdeva, Director Watson and Artificial Intelligence Applications, IBM AP
Reinventing the Contact Centre using IBM customer experiences

Always-on Sessions

Watson Assistant Demo

  • Watson Assistant delivers engaging experiences across your business, transforming how you interact with customers and employees. Watch the demo to learn more.

HARO

  • 24 X 7 banking experience powered by Artificial Intelligence (AI) and Natural Language Processing abilities.
Reinventing the Contact Centre using IBM customer experiences

Reinventing the Contact Centre

16 Oct 2020 | 09:30 IST

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Reinventing the Contact Centre using IBM customer experiences

Featured speakers

Brenda Harvey, General Manager, IBM APAC

Brenda Harvey

General Manager, IBM APAC

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Rob Thomas, SVP, IBM Cloud and Data Platform

Rob Thomas

SVP, IBM Cloud and Data Platform

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Rajeev Ronanki, SVP, Chief Digital Officer, Anthem

Rajeev Ronanki

SVP, Chief Digital Officer, Anthem

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Teresa Hamid IBM Fellow, CTO & VP, Cognitive Process & Transformation

Teresa Hamid

IBM Fellow, CTO & VP, Cognitive Process & Transformation

View LinkedIn profile

Matthew Candy, General Manager and Global Leader, IBM iX

Matthew Candy

Global Managing Partner, IBM iX

View LinkedIn profile

Robert Yates, Distinguished Engineer, Customer Care, IBM Watson Assistant

Robert Yates

Distinguished Engineer, Customer Care, IBM Watson Assistant

View LinkedIn profile

Lula Mohanty, Managing Partner, IBM Global Business Services, APAC

Lula Mohanty

Managing Partner, IBM Global Business Services, APAC

View LinkedIn profile

Vasupradha Srinivasan, Senior Analyst, Forrester

Vasupradha Srinivasan

Senior Analyst, Forrester

View LinkedIn profile

Philip Joseph, SVP, Customer Experience & Service Operation, Indosat

Philip Joseph

SVP, Customer Experience & Service Operation, Indosat Ooredoo

Host and moderator

Angie Lau, Editor-in-Chief, CEO, and Founder of Forkast.News

Angie Lau

Editor-in-Chief, CEO, and Founder of Forkast.News

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Featured webcast: 5-in-10 series

Webcasts for innovate and deliver exceptional employee and customer experiences using IBM Smarter Business

Each episode of this fast-paced, multi-part series will explore tips and tricks to innovate and deliver exceptional employee and customer experiences – anywhere, anytime​​.

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