topics

• The impact of Social Media on recruitment strategy and process;   
• Using benchmarking to monitor and drive change; 
• Multiculturalism; 
• Taking customer feedback to the next level;  
• Training as a key employee retention tool. Creating employee engagement & empowerment;
• Invest in AI - Ensure the future of the company;  
• Evolution from human to bot;   
• Best practices in implementing AI for customer care;  
• How AI is shaping the customer care industry;  
• Where AI and neuroscience meet; 
•  Pros and cons of AI.

general business areas

• telecommunications
• customer care & call center management
  
• computing and software
• banking and financial services
• insurance
• consulting
• manufacturing
• retail
• auto
• pharmaceutics
• airline companies
• IT/IS Management & Support Staff 
• Sales & Marketing Managers 
• Public institutions

speakers

Why to attend

• Gartner predicts that, by 2020, 85% of all customer interactions will no longer be managed by humans.
• It is the right time for every company to think harder about employee satisfaction and do more about it with the proper technology;
• Only 61% of worldwide workers said they feel engaged at their jobs. Time to improve the number;
• Discuss current and future methods of increasing employees’ performance and retention rate;
• 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 AI points; To enable you to translate past customer interaction into valuable prediction patterns; 
• Arm yourself with opportunities at hand: anticipation, augmentation and automation in the CCare processes; 
• Decide on whether AI will play a leading or background role in the CCare industry.