Speaker


Huw Williams

Huw Williams

Contact Centre Lead for EMEA at UiPath

Huw serves as the Contact Centre Lead for EMEA at UiPath. Bringing more than 20 years of experience in the contact centre industry in operational, technical, management consulting and outsourcing roles. He joined UiPath in October 2018 as part of its Global team to guide the regional adoption of Robotic Process Automation (RPA) in contact centres and front office operations. He focuses on enabling and accelerating RPA in customer contact environments to not only drive operational efficiencies but to unlock considerable value across the front to back customer contact journey. Prior to UiPath, he was EMEA Head of Customer Experience at Genpact, a Management Consultant at Capgemini Consulting advising on Contact Centre strategy and transformation and a Lead Solution Architect at CGI in its contact centre business.

Huw Williams will be speaking on the following topic:

11:40
Automation First

During this presentation Huw will talk about the role of RPA and AI in enhancing the end to end customer experience in the contact centre from ‘front to back office’:

  • Learn how the creation of digital workforces is transforming the contact centre from a traditional reactive inbound support service to a proactive marketing and sales tool
  • Discover how RPA drives reduction in customer effort, dramatically improves the contact centre agent working environment and delivers sustainable operational efficiencies
  • Understand how a Contact Centre agent will work in harmony with a robot to fundamentally change the Customer Contact operating model, enable transactional self-service, eliminate back office tasks and drive higher value across the enterprise

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