Beyond the Hype: Trusted AI for CX today (London) 25th Feb 2025

Join us at Zoom’s Experience Centre in London for an immersive event that delves into the transformative potential of AI in the contact centre. This session is designed for leaders and professionals eager to navigate the cutting edge of customer experience innovation. Whether you're exploring AI for the first time or looking to expand your current thinking, this event has something for everyone.

The customer experience landscape is undergoing a revolution, with AI projected to drive $2.4 trillion in business value by 2026 (Gartner). But the second wave of AI demands a more nuanced approach - one that balances generative capabilities with human empathy and reliability.

This event dives into how Zoom Virtual Agent, coupled with Zoom Contact Centre, is leading the charge in turning AI into an agent enhancer, not a replacer.

Key Themes and Messages:

• Navigating the Second Wave of AI in Customer Experience:

  Explore how new developments in AI are reshaping customer interactions with enhanced precision, personalisation, and trust.

• Agentic vs. Generative AI in the Contact Centre Environment:

  Uncover the key differences between these AI models and discover how to apply each to meet specific operational needs.

• AI as an Agent Enhancer, Not an Agent Replacer:

  Learn how AI can empower your human agents to excel, reducing burnout and boosting satisfaction for employees and customers alike.

• Once Bitten, Twice Shy:

  We’ll address the elephant in the room - past disappointments with AI. Discover how today’s refined solutions are tackling these issues head-on with robust ethics, transparency, and tangible ROI.

Breakout Sessions:

1. "AI, What’s Next?" (For Experienced Users)

Designed for businesses already leveraging AI, this session will explore:

• How the second wave of CX AI delivers more personalised and conversational outcomes.

• Navigating Agentic AI in the CX arena.

• Strategies for infusing AI to transform the agent experience.

• How to scale AI operations effectively across multiple channels.

2. "Starting Smart with AI" (For AI Newbies)

For those new to AI, this session covers:

• Understanding AI fundamentals and how to set realistic goals.

• Quick-win strategies for implementing AI in customer service.

• Success stories showcasing small-scale rollouts that delivered big results.

Why Attend?

Exclusive Focus on Zoom Solutions: Gain first hand insights into how Zoom Virtual Agent and Zoom Contact Centre work together to transform customer experiences.

Live Demos and Use Cases: Witness practical demonstrations of how these tools are applied to solve real-world challenges.

Expert Insights and Practical Guidance: Learn from industry experts and Zoom leaders on deploying AI effectively and strategically.

Tailored Breakout Sessions: Participate in sessions designed to address your specific AI maturity level, whether you’re a beginner or a seasoned adopter.

Networking Opportunities: Connect with peers, industry professionals, and AI innovators to exchange ideas and best practices.

This event is your gateway to understanding how AI can transform customer experiences while preserving the irreplaceable value of human touch.

Register below today to secure your spot. We look forward to seeing you there on February 25th!