Join us at midday at Central Hall, London, where we’ll begin our journey with a networking lunch. Fuel up and meet your fellow attendees—your partners in the ascent to the summit of customer experience excellence.

Prepare for the climb with a team briefing from our chief mountaineers. They’ll provide essential insights and the roadmap you’ll need to navigate the day’s events successfully.

Ascend to new heights with Martin Hill-Wilson, a trailblazing expert in customer experience, as he guides us through the transformative landscape shaped by AI and automation. Drawing from the latest State of Contact Centres research, this session will chart the path forward in enhancing customer and agent interactions for the year ahead.
Key climbs:
– Emerging trends: Navigate through the latest advancements in technology and customer engagement strategies.
– AI insights: Discover how artificial intelligence is revolutionising service efficiency and quality.
– Strategic guidance: Equip yourself with actionable strategies to set your organisation up for success.

Join Puzzel Product Manager Mashud Ahmed, as he maps out the uses of artificial intelligence in enhancing customer service. In this session, Sundeep will delve into how Puzzel integrates AI into its solutions, empowering customer advisors and streamlining internal processes.
Crucial ascents:
– Puzzel’s AI-powered features: Discover features that elevate the customer experience to new peaks.
– AI as a tool for agents: Learn how AI supports daily customer interactions, making every advisor more effective.
– Balancing tech and people: Understand the importance of empathy in maintaining the balance between technology and human service.

Scale new heights in contact centre excellence with our insightful panel moderated by Martin Teasdale, a veteran who has navigated the peaks and valleys of the industry. This session will explore practical steps for integrating AI and automation into your operations today, or building them into your future plans.

Panellists:
– Kim Sektnan, Resource Planning Manager at Affinity Water
– Pam Bowell, Director Customer Care Transformation at Lifeplus
– Martin Hill-Wilson, Owner at Brainfood Consulting

Embark on an expedition to explore the peaks of customer experience with Puzzel’s contact centre platform. This demonstration will take the day’s themes and turn them into tangible outcomes, showing you how how to chart a successful path through complex customer interactions with ease. Ideal for Puzzel customers as well as those new to the community, this demo will inspire you to realise the full potential of Puzzel and ascend to new heights in customer service excellence.

Join us for an enlightening chat with Tom Mann from the Royal Borough of Kingston Council, who will share their transformative journey with Puzzel. Discover how they elevated their citizen experience, reducing call volumes by a third and navigating the challenges of the public sector like a seasoned climber. This session will not only highlight their successes in streamlining processes and enhancing efficiency, but also explore the future steps Kingston Council plans to take as they continue their ascent in enhancing citizen engagement.

Conclude your ascent at Elevate ’24 with a brief session summarising the day’s key insights. Leave equipped with actionable strategies to enhance customer service excellence in your organisation.