Eighty eight percent of consumers today expect companies to have accelerated their digital initiatives in the post pandemic era. Today’s consumers are spoilt for choice, and have high expectations. 

They want:

• Service, now. 40% will abandon a call within the first minute
• Issues resolved – fast. 68% say the service representative is key to a positive service experience.
• Brands to know who they are, what they want and be present where they are. 79% say personalised service is more important than personalised marketing. 

Offering personalisation means increased loyalty, per-session sales and more — but brands also need to understand and be realistic about the cost in terms of time and resources. Disruption can happen anytime, and it happens almost all the time. How are brands prepared for the next unknown that will throw their best laid plans into disarray. Will it mean they are inundated with enquiries? Will their agents be able to cope with the stress or volumes of the situation?

Join LivePerson and other thought-leading peers to discuss how brands adopting Conversational AI have not only made personalization scalable, but have seen increases in engagement by 20% or more. 

Discussion topics:

• What does your plan to handle sudden and large fluctuations in demand look like? 
• How do you manage contact centre agents to cope with additional stress and workload in times of crisis?
• What does your roadmap for warm commerce (generating sales from care) look like? 
• How can we deliver a more humanised digital experience to improve CX and operational efficiency?

Speaker:

Kevin Wordon, Client Partner LivePerson Kevin has held several high-profile leadership roles in strategy, consulting, marketing, digital, IT and customer experience across world renowned organisations including Adobe, Retail Food Group, Flight Centre Travel Group, City Beach, Scentre Group and Macquarie Leisure. Kevin has delivered strategic consulting for well-known brands including Optus, Vodafone, AFL, News Corp, USG Boral, O’Brien Glass, TAFE QLD, Supercars, Australian Super, Trade Me, Blackmores and Mission Australia.