After three national lockdowns and rapidly shifting consumer demands, businesses have had to work harder than ever to maintain relationships with customers. The push for emotionally intuitive interaction is becoming stronger as 69% of business leaders agree that humanising customer experience will become a key differentiator for brands in 2021.

But CX teams face a paradox: customers demand efficiency and speed, but they also want to be understood with empathy and a human touch. For CX professionals in a post-pandemic world, delivery of excellent customer experience will depend on a blend of cloud, AI and automation to unleash new digital capabilities. But how can CX teams achieve excellence amid fast-changing behaviours and rising digital competitors? And how can digital strategy help drive productivity for remote customer service teams?

Join other customer experience and digital leaders to understand the key steps to leveraging cloud, automation and AI to cater to the digital consumer, while maintaining the human touch.

08.30 Join

08.35 Welcome from Nimbus Ninety

Emma Taylor, Founder of Nimbus Ninety

08.40 Solving the Digital Consumer Paradox

Stu Dorman, Chief Innovation Officer, Sabio

08.45 Balancing Seamless with Human: The Art of CX in 2021

Eugene Neale, Director of CX Engineering and Business IT at loveholidays

08.55 Live interview with Q&A 

09.10 Discussion tables 

• Tables 1 & 2: Solving the Digital Consumer Paradox with Cloud
• Tables 3 & 4: Solving the Digital Consumer Paradox with AI & Automation

09.50 Key Takeaways

10.00 Close 

In partnership with

Eugene Neale, Director of CX Engineering and Business IT at loveholidays