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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.

Time & Place

Oct 12

11:30 - 12:00

Hearts Stage

Meet Your Intructors

Clark Nicholas

Partner & Associate Director, BCG

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.

What To Expect

Who Is This For?


What You'll Learn & Do?

Agenda & Activities


In order to register to our workshops you must purchase a Platinum Pass. With the Pass you are eligible to select up to 4 workshops. If you are interested in attending only one workshop you may purchase the Gold Plus Pass.

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