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Reimagining Customer Service: Achieving a 70% Cost-to-Serve optimization unlocking Gen AI

AI reimagination of customer service can lead to 70% less volume of human contacts, 20% more efficiency in each of those, leading to a 70% cost-to-serve reduction.

In this Keynote, Juan Martin will talk about how achieving full potential implies leveraging the power of several technology waves. GenAI is now the latest new technology to embrace.

Oct 12

11:30 - 12:00

Hearts Stage

Clark Nicholas

Clark Nicholas

Partner & Associate Director, BCG

Copy of BRN19 Logos for company page- 45

Since working in the complaints department of a water utility after graduation, Nick has worked in and around customer service his whole career. This includes roles as Head of Loyalty and Customer Service Transformation DIrector at TalkTalk, and 7 years at BCG, where he has supported over 180 companies to envisage and deliver transformed customer service.

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