CCW Europe Summit

Industry-first initiative limited to just 20 agents is designed to build engagement, confidence and  competence in the following focus areas:

• Inspirational career stories
• Resilience, active listening, emotional intelligence
• The future of the agent
• Mentorship and relationship building
• Problem sharing and solving

Workshop

• Integrating AI into Customer Interactions
• Scaling with Conversational AI
• Future Trends and Ethical Considerations

Workshop Track K

• Understand the challenges associated with implementing Generative AI for CX in your organisation, including technical, cultural, and operational hurdles
• Delve into the evolving role of AI in customer interactions and whether its primary goal is automation or assisting human agents, gaining insights into current industry trends and best practices
• Assess the innovations and business value derived from AI for CX within organisations and in the wider market, exploring real-world examples and potential opportunities for improvement and growth

Panel Discussion hosted by Cognigy

Join Lidl, Europe's largest retailer, to explore the fascinating world of supermarket innovation. Beyond Barcodes reveals the transformative impact of bots and Conversational AI based on Cognigy that are reshaping the dynamics of retail. From enhancing the customer experience to optimizing operations, discover how these technologies are redefining convenience and efficiency in the grocery shopping landscape.

Presentation

• Craft a chat strategy that is centred around customer behaviours, needs and preferences
• Learn how to recorrect a chatbot that is providing a poor customer experience with lifeless conversation to an intelligent and empathetic service channel
• Boost your deflection rates and achieve full customer query resolution in multiple languages through chat

Track C: Automation, AI & Digitalisation Panel Discussion hosted by Cognigy

• Blueprints for architecture & integration
• Key steps to bringing AI into every interaction
• Examples of AI in Action
• The ROI of AI: Evaluating cost savings and enhanced customer satisfaction metrics
• Future-Proofing with the right technology choices

Track Presentation