27 - 28 November, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Ritu Sinha


General Manager Service Transformation & Digitization
Telstra


3:50 PM Predicting And Eliminating Customer Effort Through Self Service And Data Driven Experiences

Chatbots and self-service experiences are on the radar for most organizations but many stumble with management of data, workflows and customer journeys to scale up and personalize this experience across a large customer base. Moreover, the learning curve for customers and agents to adopt this new way of interaction is a challenge. In this session, Ritu addresses how she overcame these challenges to transform and bring proactivity to Telstra’s traditional B-2-B service model.

  • Strengthening analytical capabilities to detect and predict customer journey pain-points
  • Creating an agile team that prioritizes customer outcomes and continuous improvement over large scale transformation projects
  • Balancing self-service experiences with the human touch


Check out the incredible speaker line-up to see who will be joining Ritu.

Download The Latest Agenda