Presentations

Modern Customer Engagement Imperatives through Digital & AI

Modern Customer Engagement Imperatives through Digital & AI

In this past presentation from Customer Experience Management 2019, Adrian Pok, Technical Sales Director, Global Black Belts, Microsoft explores:


  • customer experience as a key brand differentiator and the use of AI and digital to deliver better ways to delight customers
  • how Microsoft are breaking down traditional application silos
  • the new generation of modern, intelligent cloud applications
Offshore Airports Customer Service Fundamentals

Offshore Airports Customer Service Fundamentals

In this past presentation from Customer Experience Management 2018, Simon Jobson, Human Resources Manager, Qantas explores:

  • Mega trends impacting customer experience
  • Attributes that drive customer satisfaction
  • Key customer service strategies utilized to reduce negative customer experiences
eHealth’s Journey to Improve Customer Experience

eHealth’s Journey to Improve Customer Experience

 In this presentation from CEM 2018, Michael Berndt, Chief Customer Experience Officer, eHealth Queensland explores: 

  • an overarching Service Delivery Excellence Program to transform service delivery capability
  • utilising AI and digital integration to make big gains in ICT health service delivery – smarter service solutions, lower costs, in addition to more responsive and better quality healthcare
  • a Voice of Customer Program, embedding the customer at the heart of the business
  • adoption of customer-led design principles to create innovative and practical digital solutions
  • deep learning to transform customer facing processes, enhancing digital capability