Transforming customer experience with AI

On-Demand Webinar

Have you tried to adopt AI and failed, or just considering AI, there’s a lot of hype around artificial intelligence (AI). But dig deeper and you’ll find it goes beyond hype. According to MIT Technology Review, 87% of companies have deployed AI, with 41% citing improved customer experience as a benefit.

Join Google Cloud and Genesys as they highlight the best practices and things to avoid with AI and machine learning technologies to create good, complementary outcomes. Hear customer examples across verticals and see how your organisation can start on the AI journey


10:00 – 10:05

Host's Welcome

Jeremy Swinfen Green, Editor-in-Chief, Business Reporter

10:05 – 10:35

Panel Discussion

Transforming contact centres with AI - Best practices and pitfalls from Google Cloud and Genesys

  • In reality, how is AI in contact centres currently being used?
  • What are the benefits to organisations of using AI in contract centres?
  • How does AI impact on the work of contact centre operatives?
  • Bot demo
  • How can the feedback from AI powered contact centres be used more widely across an organisation?
  • What is best practice when planning a move towards implementing an AI powered solution? And what are the obstacles to look out for?
Dominique Pfeffer, Cloud Technology Partners Lead, Google

Ian Campbell, Sales Specialist Director, Genesys

Martin Hill-Wilson, Owner, Brainfood Consulting


Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.


Dominique Pfeffer
Dominique PfefferCloud Technology Partners Lead, Google
Read More
Dominique Pfeffer is currently Contact Center AI Partners Lead for Google Cloud in EMEA. Over the last 20 years, Dominique has held various consultant, presale and sale roles for technology companies such as Gemalto, HP, Bea Systems and Oracle. He thoroughly enjoys the art and science of promoting solutions that help companies with a Service Focus face the challenges linked to the digital transformation.
Martin Hill-Wilson
Martin Hill-WilsonOwner, Brainfood Consulting
Read More
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Current topics include responding to new customer behaviour, emotive CX for customer interaction, digital first customer service strategy and trends in contact centre technology
Ian Campbell
Ian CampbellSales Specialist Director, Genesys
Read More
Experienced Sales Leader. Entrepreneurial, strategic and a commercially astute professional. Helping technology companies with market differentiation and exponential sales growth. A revenue leader, building from the ground up to record achievements by employing vision, market insight & strategic selling experience.
Jeremy Swinfen Green
Jeremy Swinfen GreenEditor-in-Chief, Business Reporter
Read More
Jeremy Swinfen Green is Editor-in-Chief at Business Reporter. During over 25 years’ experience with digital business, Jeremy has worked in strategy, advertising, customer experience, training and content marketing. He specialises in how “human factors” affect cyber security and was a very early proponent of social media risk management. Jeremy has a first degree in natural science from the University of Oxford and an MBA from Cass Business School