The Edge Power Room Series, Agent Experience, the Key to Customer Experience
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About the Event
Event Synopsis: There are mainly two factors that drive the success for customer service – an efficient agent and a happy customer. While companies focus on customer experience, they largely miss the mark on agent experience. Automation and AI, when combined, can optimize how agents work and enable them to fulfil service requests on demand in the shortest possible time.
Join us for this roundtable to know more about:
Agenda
| Time | Session | Speaker/Host |
| 17:15 – 18:00 | Networking drinks | |
| 18:00 – 18:30 | The Future of AI and Automation | Nicholas Clark, Partner Customer Service Strategy & Transformation, Boston consulting Group |
| 18:30 – 19:00 | Agent Experience, the Key to Customer Experience | Priyank Mangal, Client Solution Head, EdgeVerve Ltd |
| 19:00 – 20:30 | Three course dinner | |
| 20:30 – 21:00 | Panel discussion: How are enterprises leveraging the power of AI and Automation to improve the Agent and Customer journey? |
Ed Watson, Senior Manager, Process Re-Engineering at Openreach Priyank Mangal, Client Solution Head, EdgeVerve Ltd Nicholas Clark, Partner Customer Service Strategy & Transformation, Boston consulting Group |
| 21:00 | Carriages | |
Speakers
Ed-watson
Senior Manager, Process Re-Engineering at Openreach
Ed-watson
Priyank Mangal
Client Solution Head, EdgeVerve Ltd
Priyank Mangal
Nicholas Clark
Partner and Associate Director
Nicholas Clark
Nick has spent 20 years in the customer service industry, working for brands including Veolia Water, AOL, and TalkTalk. In the past 5 years at BCG he has helped some of the largest and most complex customer service operations in the world to transform customer experience, implement AI-driven customer journeys, and deliver market-leading efficiency. He is passionate about the role of Customer Service in creating value for businesses and – when done right – for society as a whole. Nick lives in South London with his wife and two children, with a third on the way – eek!