From a reimagined customer self-service experience to a proactive service approach that can anticipate and resolve issues before they happen, tech-driven transformations are changing our understanding of customer service.
Join our expert panel to understand how AI, automation and predictive analytics can drive faster resolutions, boost customer satisfaction and loyalty, reduce costs, and drive revenue. We will also explore what skills the next generation of customer service professionals will need in order to meet and exceed customer expectations.
Transforming the Contact Center with Conversational AI
Customer service agents are already tackling the most complex customer issues. It’s time to improve the agent experience by adopting an AI-powered customer service strategy. Conversational AI, including voice and messaging AI, is a co-pilot that makes every agent your best agent, saving time and exceeding customer expectations.
Discover how AI revolutionizes your agent’s work.
James used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks.
James was awarded The UK's #1 CX Influencer by Customer Experience Magazine in 2020, The UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine in 2021, The World’s #10 Customer Service Guru by Global Gurus in 2021, as well as countless other notable mentions in industry publications like Business Insider, The Times and Forbes.
Ben Barton is the Director for Customer Service Go To Market strategies and excellence. He is one of Pega’s premier thought leaders as it relates to contact center evolution and transformation. Prior to joining Pega, Ben lead complex contact centers for some of the largest brands such as Mercedes Benz NA, StateFarm, Verizon and many more so he has a unique perspective on how technology, leveraged in the right manner, can be a game changer for both customer and employee satisfaction. Ben is based in Atlanta, GA and can be found performing in local jazz clubs in his spare time.
Abdel El Amrani is IT Vice President at Telenet Group in Belgium and serves on its Leadership team. Abdel is responsible of Customer & Corporate applications, and he is leading Telenet Transformation program.
Prior to joining Telenet, Abdel was Vice President at Liberty Global responsible of transformation programs, delivery and commercials. He also successfully led large delivery portfolios for key Liberty Global companies e.g., Virgin Media, VodafoneZiggo and Sunrise (UPC Switzerland).. Abdel was also involved in multiple pre and post M&A deals.
Before joining Liberty Global, Abdel was consultant for Telco & Financial institutions in western Europe and prior to that he was EMEA Solution Architect at Ericsson.
Abdel holds a master’s degree in Computer Science and earned an MBA from Erasmus University Rotterdam. Abdel enjoys travelling and open water swimming
Kathryn has sold contact center solutions across EMEA for 27 years, guiding enterprise organizations on their Customer Service Transformation. In 2015 Kathryn became a certified Customer Experience Practitioner, and more recently became qualified in ‘Applied CX & Emotional Intelligence’ her dissertation being on the topic of EI & AI in the Next Generation Contact Center. Kathryn’s role at Pega is Partner GTM Director, collaborating strategically with Partners to form relevant and impactful mutual Value Propositions which differentiate in the market.
Kathryn lives in Yorkshire, UK and is also a Board Governor of her local NHS trust focused on improving women and children’s’ health, and loves to hike, garden and hang out with her dog and family.