Chief Customer Officer, USA

Event Details

January 30 – February 1, 2018

Conrad Miami
1395 Brickell Avenue
Miami, FL 33131


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Arnaud de Lacoste, Chief Marketing & Innovations Officer, Sitel Group
Keynote: January 31 at 3:45-4:15 p.m.

Botshore – Imagining the future of customer relationships

Imagine AI coinciding with an evolution of customer relationships and the appearance of new trades – it’s closer than you think. Conversations are already being initiated by bots and continued by agents. This man-machine cooperation will multiply and new roles will undoubtedly emerge: bot trainers and bot managers with real customer experience knowledge. These new roles can supervise dozens of bots in parallel and intervene in case of an obstacle. This learning process feeds the AI engine, but what does this mean for the contact center industry and the future of your customer relationships?


Key takeaways:

  • Find out why data, people and knowledge matter more than AI
  • Discover how to listen to your data to personalize and be more proactive
  • See why trust and transparency are key for successful botshore strategies