Scaling with WhatsApp and automation to meet customers where they are.Event closed
November 23, 2020
What to expect:
Hear firsthand from BT Enterprise’s Head of Service Innovation and Technology Enablement, Howard Morgetroyd, on the telecom’s journey to becoming a conversational business — a shift that increased the CSAT, agent happiness, and operational efficiency – all within a few months.
You’ll learn how BT’s Enterprise Innovation team introduced AI-powered messaging to their customer base at the start of the global pandemic, along with why WhatsApp was their channel of choice. Howard will share the steps the team has taken to scale messaging while making tangible improvements to BT’s experience for both customers and agents alike. He’ll take a moment to reflect on each step of this journey and on what he would have done differently along the way. This very candid look at a 2020 messaging implementation will help you shape your own digital transformation journey.
Howard Morgetroyd is an innovation, digital, and strategy leader with 20 years experience working for BT Enterprise, Openreach, M&S, and Accenture. He has a proven track record of delivering large-scale transformation programmes and a passion for driving innovation and change.
This is the seventh installment of a new series where we explore the future of the contact center and customer care. Our take? For the traditional contact center — with hundreds of people sitting side by side, taking calls to service one customer at a time — there simply is no future. The contact center as we know it today is over. Come together with your peers to discuss how conversational AI and messaging are shaping what's next.