Insights from Our Recent Roundtable in Perth
Understanding AI’s impact on customer experience is crucial. At our recent QPC roundtable in Perth with CX partner Verint, executives shared their enthusiasm for AI’s potential to enhance CX and employee engagement. We are proud to provide clients with the latest insights and technologies to navigate this evolution confidently.
Our recent roundtable event at Wildflower Restaurant’s Private Dining Room in Perth brought together executive-level representatives from eight of Western Australia’s leading businesses, all deeply invested in Contact Centres and Customer Experience. Hosted by Verint’s Ian Harrison, the day began with an introduction followed by, in the words of our team and guests, a “pretty amazing” 6-course degustation menu.
The event’s core theme, ‘Harnessing AI for CX Success,’ uncovered how technology is transforming customer experiences and employee engagement. The Verint presentation highlighted how AI adoption is not only accelerating these benefits but also creating surprising results for early adopters. Unlike traditional CCaaS vendors that mandate cloud migration to access AI capabilities—a costly and critical dependency—Verint advocates a more measured approach. By focusing on specific use cases for AI and Bot adoption in transactional, repetitive tasks, Verint supports businesses whether they remain on-premises or have already migrated to the cloud.
The structure of the presentation, with 10-minute segments interspersed between food courses, encouraged rich audience participation. Attendees eagerly shared their challenges and excitement about the potential of Verint bots and gave our host, Ian, and our team some food for thought! A key takeaway was the realisation that AI bot adoption projects could proceed without the need for substantial funding or extensive IT/project governance involvement.
The enthusiasm for continued dialogue on this topic was palpable, signalling a strong interest in ongoing collaboration. And hot off the press: more QPC-Verint partner events across the country on this topic are in the works!
Of the day itself, QPC Australia Account Executive Andy Hawkes shares, “Understanding AI’s transformative potential is crucial for today’s business leaders. We’re proud to equip our clients with the latest knowledge, empowering them to harness these innovations effectively.”
QPC Australia remains committed to sharing knowledge and insights with our contact centre solution clients as part of our ongoing relationship. We are here to foster a robust community where ideas and experiences can be freely exchanged, and valuable connections made.
The team looks forward to more events in 2024, where we will be sharing the very latest in call centre innovations and how to leverage AI to make customer interactions seamless and our agents more productive.
Stay tuned!
