Explore event highlights: “CX Unleashed”

CX leaders, innovators, and experts convened at the “CX Unleashed: Shaping Tomorrow’s Experiences” event on 1^st November 2023 in London to examine how artificial intelligence (AI) is reshaping customer experience (CX).

The conference brought together Route 101 customers, partners, and speakers for a day full of exciting conversations, valuable networking opportunities, and technology demonstrations. 

Take a look at some of the event highlights below. 

Panel discussion on CX leadership

During this panel session, Chandni Bhatt, Senior Manager of Member Happiness (CX) at Beauty Pie, and Stephen Yap, Research Director at CCMA, delved into how businesses can embrace a more customer-centric approach.

While the discussion primarily revolved around the advantages of AI and automation within contact centres, it also acknowledged the challenges that come with it. For instance, in the past, agents handled a mix of simple and complex calls. However, with the integration of AI for routine interactions, agents now face a continuous stream of emotionally charged conversations, adding additional pressure to their roles.

The panel highlighted the need to foster employee engagement, advocating for platforms that allow remote workers to connect and build a supportive community. The importance of prioritising well-being breaks, especially for agents working from home, was also emphasised to ensure they have the necessary time to recharge and de-stress.

The CXO secrets for boosting the results from your CX strategy 

During his presentation, Vinay Parmar, the Founder and CEO of CX consultancy Dhruva Star, shared invaluable insights on how leaders can optimise their CX approach. Leveraging his extensive 30-year experience in the field, Vinay pointed out the overarching mission of leadership, placing a strong emphasis on team dynamics over individual achievements.

The presentation also asserted the vital role of collaboration and communication within a CX leader's strategy. Leaders need to build strong relationships with colleagues to ensure the smooth implementation of projects and new ways of working. Fostering collaboration with like-minded professionals is also a valuable source of best practices and knowledge sharing.

Vinay also stressed the importance of understanding how customers perceive their interactions with your business to make informed decisions and prioritise accordingly. The central message that resonated from the session was the need to be data-driven rather than data-blind.

A quick look at other sessions

The event also showcased presentations from Route 101 partners. Eric Jorgensen, VP of Enterprise Sales at Zendesk, shared exclusive research on CX trends, with a specific focus on attitudes and the impact of AI. Luke Duffell, Senior Sales Engineer at NICE, conducted a session on preserving the "human element" when integrating AI solutions and Ed Creasey, Global Director of Pre-Sales, introduced new research from Calabrio's 2023 State of the Contact Centre Report.

The conference concluded with a cocktail reception, giving the attendees a fantastic opportunity to network with their peers and celebrate their shared involvement in this rapidly evolving sector. 

If you're interested in accessing the presentations mentioned in this blog post, download them here and stay tuned for updates about our upcoming events!