Redesigning customer engagement

Striking the balance between digital and human service

We're in a phase of automation, chatbots and artificial intelligence that changes the role of live assistance in customer service.

At our event in the Royal Institution of Great Britain, a group of customer experience and service leaders came together to gain expertise from Martin Hill-Wilson on how to strike the ideal mix of live, self-service and proactive service that is appropriate for their own customers.

What we covered:

  • How to build a service strategy around the digital and human mix.
  • What purpose chatbots and other AI tools might serve in your service strategy.
  • If voice is now just a legacy channel that will die out in time.
  • Whether chat apps such as Facebook Messenger and WhatsApp are text channels worth investing in.
sponsored by 24/7

Event speaker

Martin Hill-Wilson

Martin Hill-Wilson

Founder, Brainfood

Martin is a customer engagement and 'beyond silos' strategist. 

He's also an author, international keynote speaker and chair, specialising in topics including empowered service cultures, omnichannel design, automation and self service, proactive service models, mobile and social customer service.

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