Wednesday Executive

Conversational AI – Deliver the best CX quality in 2021

Conversational AI – Deliver the best CX quality in 2021

Datum

18mar

Tid

10:00-11:40

Plats

Online

Conversational AI – Deliver the best CX quality in 2021

Senior executives in customer service and business development face a challenging puzzle in 2021. Budgets are tight, and headcount may be reduced – which calls for prioritization. At the same time, customers are re-learning ways to interact with organizations, mainly at home on digital channels. Customer experience quality is of utmost importance.

Crisis will create opportunity - in fact 70% of senior executives say the recovery phase is the greatest opportunity for growth they have ever seen. These factors are pushing executives to transform customer experience with less resource, and much faster. So how do you prioritize, build trust, operate effectively, and deliver CX quality in 2021?  

Conversational AI bots and virtual customer assistant technologies deliver information and assist the customer to perform a transaction. AI bots and VCAs can guide customers to the right resources at the right time to free up rep resources for more complex engagements. Conversational AI is one of the main AI-based applications used in enterprises today.

Join this session to discuss the best approach for using AI bots with your peers and experts to hear what’s working, what’s not and what lies ahead.

Target group

As part of a selected group, you will have the chance to network with Senior Executives in Customer Service and Business Development in Sweden. This Round Table is exclusively directed to financial services organizations. So far Collector Bank, Folksam, Volvofinans Bank, Resurs Bank, Länsförsäkringar, Söderberg & Partners, Qred, LFant and Swedbank has secured their spot.

Please note that this event is limited to 12 guests and is free of charge for the participants.

Program

10:00 | Introduction

Mats Gustafsson, CEO & Founder @ Wednesday Relations

10:15 | Conversational AI in the financial services

In this presentation Johan and Mats will give a short introduction to Conversational AI in Financial Services and how this can be a game changer for CX and customer service automation.

Mats Åke Larsson, Sales Manager/Account Executive @ Boost AI Sweden
Johan Lundqvist, Regional Sales Manager @ Front AI

10:25 | Breakout session

"How to provide the best customer experience in the “new normal” accelerated by the pandemic?"

10:40 | Summary of breakout - hear each groups conclusions

10:50 | Nordea’s journey with Conversational AI

The introduction on new AI powered cognitive tools means we can solve problems in new ways. For a bank it means many processes can be made instant. The key challenge does not lie in the technology but rather in the thought process of the problem solving and execution. Less incremental process improvements and more re-imagining new ways. Less “we do the best we can with what we got” and more “dream and design”.

At Nordea we have built for capabilities utilizing new tools but also applying new ways of solving problems. More data driven and new tech driven. So far the clear conclusion it that in this time of AI and data, it has never been more about the people to make it happen!

Mattias Fras, Group Head of AI Strategy & Acceleration @ Nordea

11:20 | Breakout session

"What do you see as the benefits, challenges and possible roadmap for Conversational AI?"

11:35 | Summary of breakout - hear each groups conclusions

11:45 | Summary of event & closing

Annika Javestad

Nordnet Bank

"A highly appreciated event that offered new insights, interesting discussions and networking"

Sara Mundt-Petersen

HEAD OF CUSTOMER GROWTH AND LOYALTY @TELIA

“A very rewarding evening with interesting discussions and new insights. Very nice to meet like-minded people from different industries who share their thoughts and experiences!"

Speakers

Mattias Fras

Group Head of AI Strategy & Acceleration @ Nordea

Mattias is driving AI strategy in Nordea. He has 20 years of experience from working with large corporate transformations in the Nordics. He has spent 10 years in management consulting, 5 years as CFO and 5 years driving transformation in Nordea leveraging new technology such as software robotics, virtual agents and machine learning / deep learning. His current focus is about building data driven organisations using AI related solutions.

Mats Åke Larsson

Sales Manager/Account Executive @ Boost AI Sweden

Mats has more than 20 years of experience in international sales, the marketing of new
technologies and business development. Mats holds an EMBA from Lund University in
International Management and Leadership and is based in Stockholm .

Johan Lundqvist

Regional Sales Manager @ Front AI

Johan has almost 30 years of experience from executive sales and leadership positions at enterprise software and consulting companies in the areas of CRM, ERP, Business Process Management, RPA and Conversational AI. He is currently serving as Regional Sales Manager at Front AI and responsible for the Swedish market.

Mats Gustafsson

FOUNDER & CEO @ WEDNESDAY RELATIONS

Mats founded Wednesday Relations 2002 and have extended experience in marketing, sales, digital business and CRM. Mats has worked in line-positions within marketing and sales in Sweden and worldwide. Together with Wednesday Relations, Mats has created a lot of conferences and seminars, and is also a very popular and well-experienced moderator.

Send your interest

Executive Partner

Front AI is leading company specialized in AI based Service Bots understanding natural language and automating the routine contacts in customer service. We help you to provide automated 24/7 service for your customers.

Boost.ai specializes in enterprise-grade conversational artificial intelligence (AI). Inventor of the world’s most user-friendly conversational AI platform, boost.ai empowers frontline customer service teams to automate customer service interactions with proprietary self-learning AI and a no-code solution that’s quick to deploy, easy to learn and highly scalable. Able to handle unlimited intents while consistently maintaining resolution rates of 90 percent, boost.ai’s technology is used by companies like DNB, IKEA and Silvercar by Audi to successfully automate thousands of customer service interactions. boost.ai is a privately held Norwegian software company founded in 2016 with North American headquarters in Santa Monica, Calif.

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