Copyright © 2018 Expo Media Agency. All rights reserved.

Customer Care Conference

Customer Care Conference

description

For the Conference Arena Business Community, 2017’s editions of Customer Care Conference and HUBs proved relevant and inspiring lessons. We worked through the trends and acknowledged together that 2018’s market dynamics will bring us even closer to a number of disruptive changes:  

  • We are now witnessing the rapid infiltration of AI within customer service, while trying to avoid a deadlock between learning and fast implementation under the pressure of competitive service
  • A growing importance of processing and centralizing big data, as an asset placing a strong foundation for better customer interaction and building internally smart procedures and capabilities 
    Juggling customer communication on ever evolving platforms: it is no longer a question of fast response but also a matter of better, more comfortable, meaningful interactions with higher results in retention, engagement and acquisition
  • Juggling customer communication on ever evolving platforms: it is no longer a question of fast response but also a matter of better, more comfortable, meaningful interactions with higher results in retention, engagement and acquisition
  • Last, but not least,  the crucial importance of HR, as people are still our centerpiece.

Our last year in shared breakthroughs? A VR training module for a fast response team in utilities. A software capable of recording your very own typing DNA. Omni channel’s turn towards Organic Channels. Machine learning’s predictive patterns for customer behavior.  

2018? Tackle, Test, Turn-over
  • Data-Charged Personalization;
  • Cloud, Communication, and Talent;
  • Still About The Humans;
  • Balancing a Human Touch with Automated Support.  

‘80% of sales and marketing leaders say they are currently using or plan to deploy chatbots’, Oracle
‘Phone/Voice is the most frustrating Customer Service Channel (32%)’ Aspect Research ‘AI for Customer Relationship Management will increase global business revenues by $1.1 trillion by 2021’, Salesforce ‘29 percent of what Customer-Service representatives do has the potential for automation’, McKinsey  

‘31.7 percent of major companies are currently using AI in Customer Service. It is the second most common use of AI by companies after IT’, TATA Consultancy Services

A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience. Throughout time, the global socio-economic turmoil lead to an increasing need for visionary partnerships and state-of-the-art KPIs. 
Nowadays, the global socio-economic turmoil demands an increasing need for visionary partnerships and state-of-the-art KPIs. We must step forward, not drift, alongside with the evolution of competitive intelligence tools, in a business environment operating a strategic paradigm shift as a survival and development imperative.
 

JOIN US! JOIN YOUR PEOPLE FOR THE FUTURE!
EARLY BIRD @279 EUR until the 1st of March.

More info & partnerships:
Ms. Laura Galos, Project Manager @Customer Care Conference & Expo
[email protected]



Agenda

Coming soon

Event registration

Why to attend

Gartner predicts that, by 2020, 85% of all customer interactions will no longer be managed by humans.

Servion tops that: ‘AI will power 95% of customer interactions by 2025, leaving customers unable to <spot the bot’ 

  • Learn about the necessary steps in order to be able to measure AI’s success and effectiveness in the system; 
  • Make customer related data (Big Data) work in your favor by correctly connecting the dots: translate past customer interaction into valuable prediction patterns;
  • Personalization is the key! Turn Big Data into custom service;
  • Arm yourself with the opportunities at hand: anticipation, augmentation and automation in Customer Service;
  • Discuss current and future methods of increasing employees’ performance and retention rate;
  • Fast-forward into the future by breaking new market barriers with the help of scalability and AI;
  • Pair innovation with cost savings by getting the full-frame of new technologies’ implementation;
  • Chatbots and customer representatives can work faster together: choose the right mix by design.