Skip to content

The Future of CX : Harnessing Technology to Drive Productive Conversations

Access this on-demand webinar

Just fill in your email address below for instant access to the recording of this exclusive webinar.


Join us for our our upcoming Engage Talks studio broadcast where our topic experts discuss how to harness technology to drive productive conversations.

LIVE from the London Stock Exchange, we'll be exploring 4 key themes:

1. AI Assisting Agents 

Let’s think about how AI assists agents in three ways: before, during and after a customer conversation. We'll be looking at the typical challenges at each stage and how AI is helping to make each more productive.

2. Better Integration Between Human and Digital 

The impact of COVID and cost of living crises has reaffirmed the importance of human contact. We also know that self sufficiency is a core expectation of the digital lifestyles we now lead. We'll explore how we can improve the way we design and deliver this combination of customer needs.  

Specifically, we'll look at:

- Common examples of a lack of integration between human and digital that customers are likely to suffer
- Why these happen in terms of the way CX teams think about customer needs
- The mindset and habits that CX teams should start adopting

3. Planning Cost Effective CX 

In a time when operating budgets are under increasing scrutiny, there is a renewed urgency to plan cost effective CX. And if headcount still accounts for the majority of operating costs, improving people productivity in ways that do not negatively impact their motivation and resilience is one of the core challenges in becoming more cost effective.

In addition to this, we will look at what the other key strategies are for enabling high performing teams.

4. Your Platform, Your Data 

There are certain foundation capabilities required for customer experience management whether it’s for service or other reasons to engage with customers. Join us to explore these.

Stu Dorman

Stu Dorman

Sabio Chief Innovation Officer
As Chief Innovation Officer my role is to develop Sabio's AI and emerging technology strategy. 

I focus on developing partnerships with the worlds most innovative organisations including partners such as Google and Twilio, incorporating their technology into Sabio's portfolio. I work with Sabio's clients to advise them on how to exploit AI and other disruptive technologies to enhance their CX as well as representing Sabio as a thought leader and influencer. I work as a judge for a number of key CX industry awards and am regularly asked to speak at CX and technology events to share my thoughts and opinions on the future of the sector. 

I specialise in AI and have worked on some of the worlds most sophisticated CX implementations of this technology with partners such as Nuance and Google.
James Cockbill

James Cockbill

Genesys Principal AI & Digital Solutions Consultant EMEA & APAC
In his role as Principal Digital & AI Solutions Consultant at Genesys, James is responsible for assisting companies leverage Genesys’ AI-powered engagement platform enabling smarter engagement with customers and employees.   James is an ambassador for this technology, which helps enterprises create better customer experiences and unlock the potential of the modern workforce.
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Keep up to date with the latest events, resources and articles.

Sign-up for the Engage Customer Newsletter.