25 - 27 September, 2018 |
NH Prague City Hotel, Prague, Czech Republic

Frank Buettner


VP, Head of Human Centred Design
Swisscom


11:00 AM Headline panel session: Don’t fear the robots! Leading your team through an era of automation

  • The machine will not replace the human –Educate your workforce to understand the benefits of automated customer care instead of approaching it as threat
  • A new wave of training – Identify the future skills gap early and train now to maintain a highly productive, motivated and empowered team
  • Innovating from the bottom up – Encourage collaboration in the workplace to generate ideas from those who are carrying out customer service daily

3:15 PM Data driven customer experience – how data and machine learning can (and cannot) drive better customer understanding and experience

  • How do you create a sophisticated network of tracking points to predict customer intentions?
  • How can predictive analytics open new opportunities for additional services to the customer?
  • Spot, assess and react to customer needs before the customer knows them


Check out the incredible speaker line-up to see who will be joining Frank.

Download The Latest Agenda