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Customer service expectations have risen exponentially. High-quality service should be instantly available on any device, any channel, and from anywhere. Still many contact centers struggle to meet these expectations and end up with frustrated customers as well as agents.
Mobily, the winner of the CITC´s “Best User Experience Award 2021”, has managed to reach 99,5 % faster response times in their contact centers and increase notably their customer satisfaction. How did they do that?
Welcome to this exclusive Boardroom discussion to discover how the technology is evolving to support contact centers in their challenges of today and tomorrow. The discussion will be moderated by Philipp Heltewig, the CEO of Cognigy, accompanied by Mr. Mubarak from Mobily, who will share insights on their customer service transformation journey.
This boardroom discussion is targeted to the decision makers of contact centers, customer service and customer experience of large enterprises.
Philipp is a German-Australian entrepreneur with profound technology experience working for companies in Europe, APAC and North America. Since 2016, Heltewig has been co-founder and CEO of Cognigy, revolutionizing the enterprise customer and employee experience through Conversational AI.
Mubarak Alharbi is the Digital Experience General Manager at Mobily since 2019. He has +15 years of experience with a deep understanding of technologies related to digital channels, mobility, self-service, integration, and ERPs. He is playing a major role in building Omnichannel services in Mobily and applying emerging technologies to this field. He enabled the business in Mobily to increase customer satisfaction and improve customer experience in all Digital Channels – including social media platforms.