Concentrix
Webinar
Tech v Touch – Human Intervention and Automation in Customer Service

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Hear from our Panel of Industry Experts as We Explore Balancing the Role of Humans and Automation in Customer Service

As the  digital landscape continues to evolve, striking the right balance between technology-driven solutions and human touchpoints is crucial for optimizing customer experiences.

Organizations should view the integration of AI tools and automation in customer service as opportunities to enrich their services rather than as threats. Empowering frontline staff with the right technologies leads to more meaningful customer interactions and greater job satisfaction. But understanding customer needs and perspectives is essential for designing effective solutions that enhance both employee and customer experiences.

In this webinar, you’ll learn how to enhance your organization’s customer experience journey by combining human-centric and automation strategies.

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Automation in Customer Service

Watch this webinar to gain insights into:

  • How businesses can strike the right balance between leveraging technology and maintaining human connections in customer interactions.
  •  Scenarios where human intervention adds significant value to customer experiences, despite advancements in technology.
  • Practical strategies for integrating human-centric approaches while exploring tech-driven automation in customer service.
  • Real-world case studies and best practices from leading organizations at the forefront of customer experience innovation.

Our Speakers:

Max Tenant

Max Tenant

Head of Amazon Connect ANZ, AWS

Brendan Daly

Brendan Daly

Chief Services Officer, Rest Super

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