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How can AI enhance your customer experience?

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As we inch out of lockdown, organisations in every sector are faced with the challenge of predicting what the workplace of the future will look like. How soon can staff return to offices? Will consumer habits developed during the pandemic – notably, an increased reliance on digital channels – endure?

For those responsible for the customer experience, this creates a dilemma around resourcing, and getting the optimal level of staff for unpredictable levels of demand.

In our view, an increasingly viable solution is to use virtual agents, powered by artificial intelligence.



Tim North

Tim North

Connect Head of Contact Centre Go-To-Market

As Head of Contact Centre Go-To-Market at Conn3ct, Tim North applies over 25 years’ experience of working in the voice and contact centre solutions market to help clients enhance their customer interactions.

Engage-Speaker-Nicholas Brice

Nicholas Brice

Engage Business Media Guest Editor

Nicholas Brice is founder/CEO of Soul Corporations® and Bite-Size Plays.

Thomas John

Thomas John

Five9 Vice President of Channels

Thomas John is Vice President of Channels for Five9 with a proven 23 year track record in Telephony and IT, especially focused on Enterprise Cloud Contact centre, Web & Mobile Unified Communications, Agent and Customer Experience as well as Journey Analytics to measure their effectiveness.

Damian Copeland

Dr. Damian Copeland

ICR Speech Solutions Former Co-founder and Managing Director

Dr Damian Copeland was the co-founder and managing director of ICR Speech Solutions which was acquired by Connect in 2020.

Greg Callanan

Greg Callanan

Five9 Vice President of IVA Sales

Greg Callanan is Vice President of IVA Sales at Five9 and an established expert in disrupting the customer experience in Voice Response using AI.

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