RPA and Intelligent Automation have transformed many back-office functions, such as finance and accounting. While the majority of the current use cases for RPA are in the back-office operations, the pioneers are already utilising RPA and other intelligent automation technologies, like Conversational AI, in customer operations. By 2023, there will be a 30% increase in the use of RPA for front office functions (sales and customer experience), according to Gartner. Is 2021 the breakthrough year for intelligent automation in customer operations? How to identify the high impact, high visibility business goals for front-office automation? How to make holistic mapping and avoid isolated islands of task automation?
Tune in to find out how you can transform your Customer Operations, delivering a 25% to 80% reduction in workload whilst also increasing customer loyalty and spend! Discover via three use cases, how Intelligent Automation can improve CX and help customer contact and communication services today.
Key takeaways from this session
- Understand convergence of CX and Intelligent Automation technologies
- The Value of CX RPA and typical use cases
- Self – Assess your CX RPA adoption readiness
- Learn from real world examples
- Opportunity identification and prioritisation
Director, Mobile Cloud
Simon has 25 years of customer experience solution, and transformation consulting delivery experience. His expertise is in omni-channel technology led consulting in retail, digital, contact centre, and back office functions. He has worked in telecoms, retail banking, insurance, and media industries, helping clients to improve their customer experience management capabilities, and customer service efficiency & effectiveness.
CEO, Partner, Front AI
Jari is CEO and co-founder of Front AI. He has a long experience in working as a business leader in international service organisations, automating and streamlining processes and developing operations. He has been leading growth organisations both in good and more challenging times.
Head of Business Development & Legal, Digital Workforce
Karri is the Head of Business Development and Legal and he leads the global partner sales operations in Digital Workforce. Karri has over two decades of business experience in the ICT industry and has been responsible for various business operations and has led global sales efforts at organizations such in Basware Corporation and Telia Corporation. Karri has a Master of Law from the University of Helsinki and holds an MBA from University of Reading, Henley Business School.
Setting Up World-Class RPA Maintenance
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