Customer service in the digital first era
The blueprint for operationalising messaging, bots and AI in the digital, self-service world
Venue: Peninsula Paris
Brands have spent many years trying to better serve their customers through self-service using a combination of IVR and mobile apps. However, almost all have hit a plateau in terms of interactions that require human assistance. To date, the default solution was to queue for a voice or chat session – Hardly a great customer experience given that consumers have all but abandoned these methods in favour of messaging
Consumers spend their day messaging friends and family. To meet customer demand, the world’s largest brands are bringing Messaging and bots to life in customer care.
This evening we will be discussing how to successfully operationalise these technologies in France, taking inspiration from brands like Sky, T-Mobile, Orange, RBS and Vodafone, who have seen incredible results over the past months. From Apple’s recently introduced Business Chat to IVR Deflection and In-App Messaging, from Vodafone’s TOBi bot to RBS’s Assist, the future of customer contact is in automation and digital communications. This dinner discussion provides an operating blueprint for the transformation from analogue to digital.
6:30 – 7:00 pm – Welcome Reception & Cocktails
7:00 – 7:10 pm – Introduction from Master of Ceremonies
7:10 – 7:30 pm – Keynote Speaker
7:30 – 9:30 pm – Three-course dinner complemented with table discussion points
9:30 – 10:00 pm – Wrap up and closing remarks from Liveperson
- How are technology innovations like bots and messaging influencing your organisations thinking?
- Operationalising messaging. How can your organisation drive digital adoption, self service and still increase customer satisfaction?
- Apple and Google business chat / Facebook and in-App messaging: How do you foresee these technologies influencing customer contact in the coming years?
Keynote Speaker – TBC
About Liveperon, Inc.
LivePerson, Inc. (NASDAQ: LPSN) is the leading provider of mobile and online messaging business solutions, enabling a meaningful connection between brands and consumers. LiveEngage, the Company’s enterprise-class, cloud-based platform, empowers consumers to stop wasting time on hold with 0800 numbers, and instead message their favorite brands, just as they do with friends and family. More than 18,000 businesses, including Vodafone, Citibank, HSBC, EE, IBM, L’Oréal, Orange, and The Home Depot, rely on the unparalleled intelligence, security, and scalability of LiveEngage to reduce costs, increase lifetime value, and create meaningful connections with consumers.