Managing increased customer expectation with the assistance of self service and AI

Managing increased customer expectation with the assistance of self service and AI
Tuesday, 25 January, 2022 - 15:30 to 17:00

The reliance on mobile phones and handheld devices within our day-to-day culture has created a culture of wanting to be able to do anything quickly and easy at a click of a button, at your fingertips. This customer expectation from the experience that you can now receive through online retail, banking, social media and the rest has put pressure on more traditional organisations to play catch up.


The BTN is delighted to partner with Talkdesk, a global customer experience leader, for a virtual roundtable with executive leaders from across the customer experience journey.


Customer expectations have evolved and as organisations, we must ensure we are aligning our solutions and customer service journey with this. In a world which is become increasingly more remote/hybrid, the digital customer experience is now one of the most important processes within a sales cycle. How can we utilise the benefits of technology to create seamless experiences and enhances the personal touch when an agent does get involved? What role can a self-service culture within customer experience help to have a direct impact on your NPS?

The conversation will be an open and interactive discussion which will touch on the following conversation points:

  • How do we measure success with customer experience? What does good actually look like?
  • How can data be used to find the scenarios where self-service can add the most value?
  • How can we understand from our employees what truly drives them to improve the customer journey?


We will be running from 3:30 pm - 5:00 pm (CET), with the session being open and interactive.

Simply fill in the form below to register your details and someone from The BTN will be in touch.