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Harnessing AI & Automation for Seamless Customer Journeys


From 2:00pm until 3:00pm

At Online

Sabio Group

According to Business Insider, everyone’s ‘freaking out’ about AI stealing jobs, while – according to new research – 46% of UK respondents actually still have no idea what AI is all about.

Harnessing AI and automation for your customer journeys can do wonders, offering a customer facing service 24/7, helping agents deliver a better service and improving operational efficiency. But in order to fully harvest the ROI of technology, companies must take the right approach, following a few simple steps.

Join experts from Forrester and Sabio as they highlight opportunities for automation and AI along the entire customer service journey. They will discuss the common pitfalls to avoid and some practical steps to identify their right place and role.


Karine Cardona-Smits – Senior Analyst, Forrester

Karine is a senior analyst focused on service design — specifically how it drives cross-teams collaboration; user experience (UX) design for mobile apps or web; and customer service as a driver for Customer Experience (CX). Based in Amsterdam, her research also covers other aspects of CX in Europe.

Before joining Forrester, Karine was Service Design Lead at MOBGEN (Accenture Interactive), working with clients in a variety of industries including finance, insurance, energy, automotive, retail, and travel. Prior to that, she held senior roles in UX design and UX strategy at several firms and agencies in the Netherlands and France.

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