When:    Thursday 01 June 2017
Time:     12:00 pm – 2:00 pm AEDT

Where:  RACV Club: 501 Bourke Street, Melbourne CBD

Will it deliver for CX?

AI & Robotics

Robotics Process Automation is impacting the CX industry!

 

Automation has already become the next revolution in Customer Operations. With the potential to reduce cost and increase efficiencies Robotics Process Automation (RPA) is one of the most talked about technologies in the boardroom. Add to that artificial intelligence (AI) and an increased focus on Customer eXperience, CX is an industry in transformation.

 

Recognising and managing the transformation that RPA brings is vital to any customer facing organisation. The impacts and opportunities of RPA on CX are here now. Leading orgainsations are yielding the benefits of early adoption and discovering new challenges. Delivering the full benefits of RPA requires effective combination of Customer eXperience design, congitive and automation technology, and integration into customer operations. Organisations that successfully combine these elements will achieve greater efficiencies, deliver improved Customer eXperience and create new opportunities for growth.

Automation has already become the next revolution in Customer Operations.

With the potential to reduce cost and increase efficiencies RPA is one of the most talked about technologies in the boardroom.

Add to that artificial intelligence (AI) and an increased focus on Customer eXperience (CX), recognising and managing the transformation that RPA brings is vital to any customer facing organisation.

The impacts and opportunities of RPA on CX are here now. Leading organisations are yielding the benefits of early adoption and discovering new challenges.

RPA and the effects on CX

Delivering the full benefits of RPA for Customer Operations requires a coordinated approach

  • Effective combination of Customer eXperience Design

  • Cognitive and automation technology

  • Integration into customer operation

Russell Ives will discuss how Organisations that successfully combine these elements will benefit their CX delivery

  • Achieving greater efficiencies

  • Deliver improved CX

  • Create new opportunities for GROWTH!

Russell Ives-accenture_HeadShot.jpg

Russell Ives

Managing Director

Accenture Operations, Australia and NZ

With 25+ years experience in Consulting, Systems Integration, IT and Business Process Outsourcing, Russell has  work with Australia’s leading companies across multiple industries.

Russell's specialities include Shared Services, Business Process and IT Outsourcing, Process Transformation and Innovation, the key elements of Accenture’s approach to High Performance Operations.

Russell has Bachelor and Masters degree from the University of Melbourne. His studies in Commerce and Management underscores the importance he places on the value of delivering industry-leading processes, innovations, services and expertise to his clients.

Accenture’s proven strengths in strategy, digital, analytics and technology with an outstanding BPO and ITO delivery track record, provide High Performance Operations solutions focused on addressing critical customer and business challenges for their clients.

2 COURSE LUNCH and BEVERAGES included