On-Demand | Virtual Event | 3 Hours

Contact Center of the Future: Immersion Event 

Improving Customer Experience & Contact Center Effectiveness Through Intelligent Automation

Key Takeaways:

  • Uncover how Intelligent Automation dramatically improves customer and employee experience – at the same time
  • Learn how to drive Intelligent Self-Service
  • Discover how to use Big Data & AI to drive continuous improvement
  • Gain new insights on how to elevate the customer experience through the entire customer lifecycle
  • Experience live showcases and demonstrations in each session

WHY WATCH THIS ON-DEMAND EVENT?

Contact centers are under immense pressure to do more with less. At the same time, customers’ expectations of personalized, frictionless, and zero-effort experiences are at an all-time high.

How can contact centers continuously exceed customer expectations? What are the key focus points that will enable organizations to thrive today and tomorrow?

In this exclusive event, experts from SYKES Digital Services and UiPath deep-dive into how companies can achieve CX Excellence by combining the power of Intelligent Automation, Self-Service, and Data.

SPEAKERS

EXPERIENCED AUTOMATION AND CX EXPERTS

Ian Barkin

Chief Strategy and Marketing Officer,
SYKES

Richard Mitchell

Chief Technology Officer,
SYKES Digital Services

Maria Mihes

Immersion Labs, Global Automation Solutions
UiPath

Steve Gush

VP, Digital Solutions
SYKES Digital Services

Huw Willaims

Global Practice Leader, CX & Contact Center
UiPath

Eelco Hanraads

Head of Product, Self-Service
SYKES Digital Services

Chris Gayner

Director – Strategy & Innovation,
SYKES Digital Services

Matthew Christensen

Head of Product, Digital Learning
SYKES Digital Services

Boris Krumrey

Global VP Automation, Innovations
UiPath

SPEAKERS

EXPERIENCED AUTOMATION AND CX EXPERTS

Ian Barkin

Chief Strategy and Marketing Officer,
SYKES

Richard Mitchell

Chief Technology Officer,
SYKES Digital Services

Maria Mihes

Immersion Labs, Global Automation Solutions
UiPath

Steve Gush

VP, Digital Solutions
SYKES Digital Services

Huw Willaims

Global Practice Leader, CX & Contact Centre
UiPath

Eelco Hanraads

Head of Product, Self-Service
SYKES Digital Services

Chris Gayner

Director – Strategy & Innovation,
SYKES Digital Services

Matthew Christensen

Head of Product, Digital Learning
SYKES Digital Services

Boris Krumrey

Global VP Automation, Innovations
UiPath

AGENDA

Introduction and Keynote: 

  • Redefining CX in a digital world
  • Re-imagining the customer journey
  • Creating a vision for intelligent customer experience
  • Understanding the role of the modern-day contact center 

Meeting Customers at the Moment of Need Through Intelligent Self-Service

  • Understanding self-service
  • How better self-service can deliver a frictionless experience 
  • The benefits and success stories from effective self-service

Showcase:

  • Web optimization
  • Self-service tutorials
  • Call routing/behavior tracking
  • Chatbots

Delivering Exceptional Experiences – One Caring Interaction at a Time

  • Delivering true frictionless, omnichannel experiences​
  • Integrating the contact center via a digital spine​
  • The benefits and success stories from transforming interaction management

Showcase:

  • CC-as-a-Service​
  • Unified Desktop​
  • Digital Assistants​
  • RDA + RPA

Using Big Data and AI to Drive Continuous Improvement and Make Better Operational Decisions

  • Mining rich digital exhaust 
  • Identifying areas to improve agents, interaction channels & processes 
  • Driving continuous optimization with data and customer feedback 

Showcase:

  • Post-call work​
  • Automated calling​
  • Precision Learning

FAQ

Who is this relevant to?

  • Customer experience executives
  • Contact center operations professionals
  • Digital operations professionals

Where can I find more information on the sessions?

Envisioning the Contact Center of the Future  

Covid-19 has fast-forwarded digitization by years. Accelerating the need to shift how we work and interact with customers. In this event, we’ll explore the role of contact centers and technology in the new normal – and beyond.   

Intelligent Self Service – How to Support Customers in Moments That Matter 

 With competition a click away, helping customers before they reach the point of frustration is essential. Solving a problem should be easy, intuitive, and instantaneous. This session includes real-life examples of how self-service improves customer experiences while reducing operations costs.  

Exceptional Experiences: How to Create a Seamless Customer Journey  

Think of a customer service experience as a spine: each vertebra is a touchpoint with the opportunity to calibrate or misalign. What does it take to eliminate friction and produce a seamless end-to-end customer experience? Find out in this session.  

Big Data and AI: How to Harness the Value of Data to Drive Continuous Optimization 

As the number of digital touchpoints grows, so does the amount of data generated from them. Unfortunately, most organizations don’t have the proper processes and systems in place to extract the right insights and turn those into action. In this session, we’ll discuss how to harness the value of data through intelligent applications of data mining to drive continuous improvements. 

Who is SYKES Digital Services?

SYKES Digital Services is a proven leader in optimizing customer experience through focused digital transformation. By transforming how organizations serve their customers, we enable our partners to win in the digital world. We are a digital transformation specialist focused on automation, self-service, insight, analytics, and digital learning.

Who is UiPath?

UiPath has a vision to deliver the Fully Automated Enterprise™, one where companies use automation to unlock their greatest potential. Only UiPath offers an end-to-end platform for automation, combining the leading Robotic Process Automation (RPA) solution with a full suite of capabilities that enable every organization to scale digital business operations at unprecedented speed.

I have further questions. Who can I contact?

If you have additional questions regarding our events, please send an email to digital@sykes.com.

Where can I find additional resources on Digital Transformation?

Our Learn With Us page is entirely dedicated to useful resources, capturing the most essential topics in Digital Transformation. From webinars to case studies, blogs to data-sheets, stay up to date with a variety of free resources.

WATCH THIS ON-DEMAND EVENT NOW