client summit 2018

1. Heather Richards
CEO
Opening remarks

2. › Why are we here?
“The best way to have a good idea
is to have a lot of ideas.”
Dr. Linus Pauling
Two-Time Nobel Prize Laureate

3. › Why is innovation important?
Things change:
Customers
Businesses
Products and Services
Technology
Data availability
Knowledge creation and
consumption

4. › The changing face of service interactions
By 2022 AI will disrupt over a
million phone based agents, but
36% of all service interactions
will still involve a human.
- Gartner 2017
72% of service interactions will
involve emerging tech –
intelligent search, bots, mobile
messaging, predictive analytics.
- Gartner 2017
The best service is no service.
- ThinkJar 2017

5. › The value of knowledge automation
…uses technology to improve margins and drive revenue
growth
…explores how automation and AI can be applied to business
process outsourcing
…drives group customer strategy
…selects technology solutions, helping match requirements to
developing capabilities and operating models

6. › The business case for knowledge automation
Growth of customer base
New channel adoption
Increased customer spend
Reduction in effort
On-boarding times
Net Protomer Score
Customer Satisfaction
First contact resolution
Call duration
Contact escalations

7. “Discovery consists of seeing
what everybody has seen
and thinking what nobody
has thought.”
- Albert von Szent-Gyorgy

8. › Future: Understand, Anticipate, Improve
Platform/Channel agnostic
Effortless UX
Contextual knowledge
Behavioural and data driven
recommendations
Personalisation
Knowledge as an asset
Community generated knowledge
›

9. Connecting people to
knowledge matters
Our mission is to connect people to knowledge.
We provide intuitive, cognitive knowledge solutions
– minimizing the effort required for people to find,
consume, and share what they know.

10. Enjoy the day!