How Failure Can Be the Key to CX Success

Every broken process, missed call, or frustrated customer holds a hidden opportunity.

Join Alex Black, CTO at Enghouse Interactive, for a practical look at how leading organisations are using AI and automation to learn from failure and transform it into a CX advantage.

Alex looks at how organisations can use technology, including AI, to identify, avoid and correct failures within their business. Understanding failure can improve customer experience, reduce demand into the contact centre (failure demand), expand automation, improve operational processes and increase efficiency.

Discover how identifying and addressing failure points can:

• Cut inbound contact volumes by eliminating the root causes of failure demand
• Accelerate automation by understanding what shouldn’t happen and how to fix it
• Drive proactive service and smarter customer journeys

Whether you're in IT, operations or CX, this session will change how you think about failure. It’s not the enemy, it’s your most powerful performance tool.