topics

general business areas

• Telecommunications
• Customer Care & Contact Center management
  
• Computing and Software
• Banking and Financial Services
• Insurance
• Consulting
• Manufacturing
• Retail
• Automotive
• Pharmaceuticals
• IT/IS Management & Support Staff 
• Sales & Marketing Managers 
• Public Institutions

speakers

Why to attend

• The Growth of Voice Messaging: the use of voice within messaging apps (often compared to a “modern-day walkie-talkie”). This trend is just starting to emerge in other parts of the world, while already preeminent in Asia
• New Messaging Channels: the growing number of customers using messenger platforms (1.5 billion on WhatsApp and 1.3 billion on Messenger –  Statista) and the rollout of business apps, will encourage companies to adopt this means of communication
• Chatbots: The Year of Maturity: experts and vendors from across the chatbots industry commonly agree on the technology’s limitations, and that it cannot fully replace a human being. Now that companies are fully aware of these limitations, more finely nuanced chatbots strategies can be implemented on more specific perimeters
• Digital Transformation and Omni-Digital: 89% of enterprises have plans to adopt, or have already adopted a digital-first business strategy. The major evolution is that it’s not just a side project, but a fundamental change impacting the whole company
• AI will become less artificial and more a part of “real” Customer Service teams: solutions are incorporating AI from the ground up not to stand on its own as a replacement for human agents, but to aid them in working smarter and more efficiently. Examples include sentiment analysis, predictive chat, and distress scoring
• The rise of “customer success”: a significant rise in “customer success” within companies that dedicate the necessary resources to keep customers happy. The new emphasis on the customer has also led to reduced churn and more positive third-party feedback