Intelligent Automation Week
Conference 

Customer Experience (CX) & Call Center at IA Week 

Why Attend?

Customer experience (CX) & call centers have dynamically evolved in recent times, propelled by the integration of Intelligent Automation, a focal point at IA Week. IA Week focuses on key trends such as personalization and customization, omni-channel integration, real-time and predictive analytics, and security and compliance. Embracing a future where remote work continues to redefine traditional norms, the imperative to digitize processes becomes paramount, opening up limitless possibilities. With a flexible agenda catering to diverse needs, IA Week creates an invaluable space for learning, collaboration, and networking, generating a sense of anticipation for those seeking to explore the boundless opportunities in industry advancements and trends.

Key Topics and Themes

• Strategically Selecting Processes for Maximum Customer Impact
  
• Enhancing Cross-Functional Collaboration in Automation Programs
• Balancing Rewards and Risk Mitigation in Generative AI
• Efficient Bank Fraud Detection with Automation Tools
• Aligning Digital Transformation with Customer-Centric Strategies
• Transforming Patient Care in Call Centers with RPA
• NLP Revolutionizing Customer Experience Journey in Call Centers
• Addressing Global Challenges in Automation Center of Excellence
• Digital Twins for Precision and Speed in Customer Operations
• Establishing Impactful Automation Centers of Excellence

Featured Sessions

All Customer Experience (CX) & Call Center

• Panel Discussion: Breaking Down Automation Silos - Strategies to Ensure Impactful Program Cross-Collaboration

Most organizations are in full throttle mode of planning or implementing a wide array of digital and business transformation initiatives, across the business as well as on a silo functional level. In turn, most organizations have an increased number of stakeholders being touched in some way by automation programs, and/or….are actively working on them for their respective focus area within their organization.

With automation programs being equally driven and managed by a wide array of stakeholders and functional areas, such as from the C-Suite, senior-level technology executives, as well as from digital and business transformation, process improvement, operations, IT, automation, and most functional areas, and again, equally, there’s no wonder most executives working on automation programs feel there’s a profound underlying flaw in the automation program roll out system. As a by-product result, silo dynamics tend to sprout up, whereas breaking down said silos tend to get in the way of rolling out impactful automation programs in a smooth and effective manner.

In this session, topics of discussion will include, yet will not be limited to:

- Establishing clear expectations for how departments will work together, with respect to sharing data, collaborating on projects, resolving conflicts, and much more

- Methods to establish a culture of effective cross-functional and varying team communication and collaboration

- Technology solutions that could offer a comprehensive view of diverse automation projects, pinpointing areas for cohesive collaboration

• Roundtable Discussion: Evaluating Generative AI Rewards & Risk Mitigation

Generative AI has the potential to revolutionize industries and transform the way we live and work. However, with great power comes great responsibility - and the potential risks of generative AI cannot be ignored, most notably with respect to data governance, privacy, IP, bias, ethics, workforce usage, and much more. That said, before an organization can dive into the generative AI pool on a business level, it’s mission critical to better understand what the risks maybe, so to determine if it’s indeed a technology your organization or functional areas can use at scale, or if silo usage is best at this time.

In this session, topics of discussion will include, yet will not be limited to:

- Rewards, benefits, and potential

- Risks – governance, oversight, audit, compliance

• Panel Discussion: Determining Which Processes to Automate & Could Offer the Greatest Business Impact

Before any functional area process or processes can be automated, there are many steps that must be taken first and as a team collaboration between automation teams, the functional area in need of an automation roll-out, as well as many other parties, such as governance and oversight, IT, audit, and much more, so to ensure program feasibility prior to launch.

In this session, topics of discussion will include, yet will not be limited to:

- Which areas of the business need to get involved, so to help identify which processes can or should not be automated

- What needs to be identified, reviewed, and analyzed prior to an automation program roll-out

- Effectively collaborating with various functional area leaders to determine if a potential automation program meets the required technical, infrastructure, workforce, audit, governance, and other business requirements

- How to determine which processes would provide the greatest business outcomes and ROI

• Panel Discussion: RPA, Data Analytics and Various Automation Tools to Detect & Prevent Bank Financial Fraud

Financial fraud is a major problem that costs businesses and individuals billions of dollars each year. In recent years, fraudsters have become increasingly sophisticated in their use of technology, making it more difficult for banks to detect fraud. Attend this use case session to learn how a leading bank utilized RPA, data analytics, data mining, and a variety of automation tools to detect and prevent financial fraud. By doing so, it enabled the bank to develop fraud prevention strategies and to investigate suspected fraud cases.

In this use case session, you will learn more about:

- How RPA was utilized to automate repetitive tasks, such as collecting data from different sources and entering it into a data analytics tool

- Data analytics tools that enabled the bank to analyze large amounts of data, so to identify patterns and anomalies, which in turn allowed them to identify fraudulent activity

- Data mining to identify patterns and trends in large datasets of customer transactions

- Machine learning to identify historical data of fraudulent and non-fraudulent transactions

• Fireside Chat: Mixing & Matching Various Operational Excellence Philosophies to Drive Automation Success

To achieve operational excellence, either across a functional area or as silo program team efforts within a functional area, determining the right process improvement philosophy for your organization’s various digital and business transformation initiatives can be challenging. Sometimes it might be best to mix and match multiple continuous improvement and transformational tools and philosophies, as doing so could be highly beneficial to the overall success of an automation program. In this session, we will explore proven approaches to selecting and integrating the right blend of transformational strategies to ensure operational excellence success and how they can be applied to a variety of automation program rollouts.

In this session, topics of discussion will include, yet will not be limited to:

- Lean, Six Sigma, Design Thinking, and Agile - core attributes, differences between each, and pros and cons of each methodology

- How to build a comprehensive framework for digital transformation that harnesses multiple process improvement philosophies

- Understanding core determining factors such as organizational culture, available resources and operating environment

• Fireside Chat: Setting up an Impactful Automation Center of Excellence

An intelligent automation Center of Excellence (CoE) is a team of experts responsible for the planning, development, implementation, and maintenance of automation solutions within an organization. That said, an automation CoE can play a critical role in helping organizations achieve their various automation objectives. In this session, we'll dive into a real-world use case that demonstrates how to successful startup an impactful automation CoE, so it can in turn provide highly valuable automation programs to the business.

In this use case session, you will learn more about:

- Defining the organization's overall and various automation strategies and roadmaps

- Identifying and prioritizing automation opportunities

- Selecting and implementing the right automation tools and technologies

- Training and upskilling employees on various automation tools and their use cases

- Measuring and optimizing the impact of automation

- Governance and oversight

• Fireside Chat: Automation to Drive Enhanced Operational Excellence Into Inventory Management

Inventory management falls under the operations department of organizations - and for a food manufacturing company, ensuring effective inventory management is mission critical. The functional process involves tracking the flow of raw materials, ingredients, and finished goods through the organization, ensuring that the right amount of inventory is on hand at the right time, and minimizing waste and costs. Traditional inventory management methods are often manual and labor-intensive, which can lead to errors and inefficiencies. However, in this session, you will learn how a leading food manufacturing company’s operations department utilized automation for their inventory management processes and how doing so improved their overall operational processes, as well as drove cost savings back into the organization.

In this use case session, topics of discussion will include, yet will not be limited to:

- How they automated the entry of inventory data, such as product quantities, prices, and locations, which in turn freed up human resources to focus on other tasks, such as production and quality control

- Automated the processing of orders, such as generating picking lists and packing slips, which in turn improved their order processing accuracy and efficiency

- Utilized automation for restocking of inventory, such as generating reorder points and sending alerts when inventory levels are low, which in turn help them always have the right amount of inventory on hand at any given time

- Generate reports on inventory levels, trends, and costs, which enable them to make better decisions about their inventory management

• Interactive Discussion Group (IDG): Avoiding Common Automation Program Roll Out Mistakes

- Common automation program rollout mistakes and how to avoid them

- Automation program strategies that went well, but could have gone much better

- How to successfully move forward when automation implementation challenges could not be resolved – changing strategy quickly and effectively

• Interactive Discussion Group (IDG): Strategies to Scale up an Automation Center of Excellence

- Key elements that must be included in a Center of Excellence scaling program roadmap, such as program objectives, identifying potential customers, service delivery models, course of action, technical and workforce requirements, program deadlines, and establishing KPIs/metrics

- Governance, oversight, and risk mitigation

- Developing effective cross-functional communication and end user engagement strategies

• Use Case: Utilizing Conversational AI to Enhance Customer Experience & Engagement

In this session, we'll dive into a real-world use case that demonstrates how conversational AI provided enhanced customer experience and engagement for a major retailer, and in turn, also provided them valuable business insight so they could improve their current and future customer engagement strategies.

In this client use case session, you will hear about:

- How conversational AI seamlessly handled customer inquiries, providing instant responses and freeing up human agents for more complex interactions

- How their conversational AI programs gathered valuable customer insights, enabling them to personalize recommendations, enhance customer satisfaction, and build stronger brand loyalty

- How they were able to provide their customers with 24/7 customer support by leveraging conversational AI's capabilities

• Use Case: Leveraging Process Mining to Improve Insurance Claims Process Handling & Customer Experience

In this session, we'll dive into a real-world use case that demonstrates how a leading insurance company utilized process mining to uncover process handling bottlenecks and various solutions they could employ to rectify said process inefficiencies. By doing so, they were able to analyze event logs and data to visualize claims processing workflows. This visual representation illuminated bottlenecks, redundancies, and areas for improvement.

In this client use case session, you will hear about:

- How they were able to leverage process mining insights to drive impactful enhancements within claims processing

- Streamlined operations translated to reduced operational costs and improved resource allocation

- Increased claims processing, which in turn led to happier customers, reinforcing brand loyalty, and operational efficiency

- Data governance, quality, optimization, and interoperability/connectivity

• Use Case: Generative AI to Unleash Powerful Internal Business Insights

In this session, we'll dive into a real-world use case that demonstrates how generative AI has been leveraged to enhance internal business insights and decision-making processes, playing a pivotal role in empowering internal teams to understand complex scenarios and unlock strategic solutions.

In this use case session, you will learn more about:

- How generative AI is assisting internal teams in making informed decisions by offering data-backed suggestions and potential courses of action
- Is assisting teams in tackling intricate challenges by generating alternative solutions and presenting scenario-based insights
- Providing real-time insights into business operations, enabling swift and adaptive decision-making

• Technology C-Suite Panel Discussion: Aligning Your Digital Transformation Programs With the Technology C-Suites’ Strategic Vision

To ensure a competitive edge, most organizations are in full throttle mode of planning or implementing a wide array of digital and business transformation initiatives, as well as developing their long-term strategic initiatives, across the business as well as on a functional level. In turn, technology C-Suites are under a lot of pressure to develop impactful technology and automation roadmaps, strategies, and performance measurements for their various teams, which are directly tied into the organization’s other functional C-Suite’s strategies and KPIs.

That said, not only do automation and digital transformation executives need to know what technology C-Suite’s have planned for the organization and what their top priorities are, yet functional leaders also need to know, as automation and digital transformation programs are led by them as well.

In this session, a variety of technology C-Suites will be asked the below questions:

- What are your core objectives with respect to utilizing intelligent automation and generative AI?

- What areas of the business should we use our technology budgets towards?

- Which functional processes should we focus our automation and digital transformation efforts?

- Which types of technologies are you heavily investing in, mid to long-term?

• Use Case: Transforming Hospital Patient Care & Delivery With RPA

In this session, we'll dive into a real-world use case that demonstrates how the integration of RPA into a hospital’s various IT systems dramatically improved patient care and delivery by optimizing administrative workflows, enabling medical staff to allocate more time to direct patient interactions, and much more. In turn, the adoption of RPA led to transformative outcomes that not only elevated patient care, but also greatly enhanced operational efficiency across the entire hospital operations.

In this client use case session, you will hear about:

- How RPA bots were employed to streamline appointment scheduling, enabling patients to seamlessly book appointments based on real-time availability

- Automated reporting bots were programmed to generate comprehensive reports for medical staff, providing quick access to patient data, diagnosis history, and treatment plans

- Utilized to accurately input and update patient information into electronic health records (EHR) systems, minimizing discrepancies

- Minimized data entry errors, ensuring the accuracy and integrity of patient information

• Use Case: Digital Twins to Enhance Process Accuracy & Speed

Digital twins are virtual representations of real-world processes, assets, or systems that leverage real-time data and simulations to provide insights, optimize performance, and facilitate predictive analytics for enhanced decision-making and innovation. In this session, we’ll dive into a real-world use case that demonstrates how the synergy between real-world processes and their digital replicas can propel operational excellence, optimize decision-making, and foster innovation.

In this use case session, you will learn more about:

- Benefits of digital twins and their role in amplifying process accuracy and speed

- Continuous monitoring and analysis of live processes, providing real-time insights for rapid decision-making

- How data-driven simulations within digital twins facilitate predictive analytics, allowing organizations to anticipate process outcomes and proactively address issues

- Digital twins to identify vulnerabilities and risks in processes, allowing for timely intervention and risk mitigation strategies

• Use Case: Strategies to Scale Up Successful Customer Journey Automation Initiatives

Attend this use case session on how to scale up successful customer journey automation programs, to learn what is required on a planning and implementation level – and what are some of the common roadblocks and how to overcome said challenges.

In this use case session, topics of discussion will include, yet will not be limited to:

- How to duplicate successful IA programs to apply toward enhancing customer journey operations

- Developing a roadmap for scaling up your organization's IA programs to include its customer journey improvement initiatives

- Managing and resolving unexpected technical and program roll-out hiccups

• Panel Discussion: Optimizing Mature Automation Programs

In this session, topics of discussion will include, yet will not be limited to:

- How to identify and assess an automation program’s efficiency

- Analyzing and reassessing automation program’s use cases – and the automation tools being utilized for said use cases

- Data analytics tools to analyze data, so to identify tasks that might be repetitive, time-consuming, or error-prone

- Utilizing such technologies as IDP, process mining, machine learning, NLP to maximize automation usage and business results

- Optimizing automation programs by layering generative AI, data analytics, or other automation tools into various automation frameworks

• Fireside Chat: Challenges & Solutions of Setting up a Global Automation Center of Excellence

A global automation center of excellence (CoE) is a team of experts responsible for the planning, development, implementation, and maintenance of automation solutions across multiple locations and cultures. The CoE can play a critical role in helping organizations achieve their automation goals by providing a centralized approach to automation, sharing best practices, and driving adoption. Attend this use case session on how to set up a global automation CoE, on a planning and implementation level - and what the challenges were and how they solved said challenges.

In this use case session, topics of discussion will include, yet will not be limited to:

- Managing cultural differences, so to ensure the CoE is aligned with the overall culture of the organization

- Overcoming technical challenges, such as data security, data management, compliance, and scalability

- Automation and legacy system’s interoperability and connectivity

- Change management

• Use Case: Hyperautomation to Improve Customer Service Operations & CX Delivery

In this session, we'll dive into a real-world use case of how hyperautomation assisted with customer service by enhancing customer expectations and their ever-evolving demands. By acting as an initial point of contact for customers — to receive, analyze, and sort queries for specific departments. When hyperautomation was implemented, the technology reduced customer service response times, proactively addressed their concerns, and in turn provided improved customer service and overall experience.

In this client use case session, you will hear about:

- How automating certain response mechanisms, like initial chatbot interactions and automated email responses, their customers were able to receive immediate answers to common questions or be routed to the appropriate service representative more effectively

- With chatbots and automated response systems, the business was able to offer 24/7 customer support

- Hyperautomation tools they employed to quickly analyze customer data to provide personalized product recommendations and solutions to problems based on a customer's history and preferences

• Panel Discussion: NLP (Natural Language Processing) to Transform & Improve the Customer Experience Journey

In today's data-driven and customer-centric world, the way organizations communicate and interact with their customers plays a pivotal role in shaping the customer experience journey. Enter NLP (Natural Language Processing) – the transformative technology that enables machines to understand, interpret, and respond to human language. Don't miss this opportunity to gain insights from our panel of NLP and customer experience experts. This session will explore how NLP is reshaping the customer journey, fostering meaningful connections, and driving business success.

Topics of discussion will include, yet will not be limited to:

- How NLP empowers organizations to truly understand customer needs, sentiments, and preferences by analyzing text and speech data

- Chatbots and virtual assistants that enhance customer support by providing instant, accurate, and personalized responses 24/7

- Techniques that can analyze customer feedback, reviews, and social media conversations to gain actionable insights and drive product and service improvements

- How NLP-driven personalization is transforming marketing and sales efforts, creating tailored customer experiences, and boosting customer loyalty

Speaker Spotlight