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Balancing Human and AI Powered Customer Service

Supporting customers, maintaining loyalty and gaining trust

Tuesday 28 February | 16:00 - 16:50 GMT / 8:00 - 8:50 PST | #FTTech

Presented by

In Partnership with

Senior Industry Leaders Shared Their Insights

This webinar hosted by the Financial Times, in partnership with Kin + Carta and Google Cloud, explored how companies are weighing up the benefits of both human and automated interactions to provide the best customer service.

Quality of Customer Service

Companies with the best customer experience ratings outperformed their industry peers’ stock performance between 2019 and 2022 and doubled their lead over companies that provide poor customer experiences.

Human vs AI

How do digital platforms contend with customers’ need for a human touch?

Retaining Loyalty

Companies are faced with the challenge of combining the best attributes of human and automated interactions to retain their customers’ loyalty.

World-Class Business Leaders and Speakers

Karl Hampson

Chief Technology Officer, Data & AI

Kin + Carta

Meena Vishnampet

Conversational AI Practice Lead

Google Cloud

Arun Nandi

Senior Director & Head of Data & Analytics

Unilever

Abdul Khaled

Head of Digital, Customer Experience & Digital Products

E.ON Next

Amy Bell

Commissioning Editor

Financial Times

Why Attend?

Understand

The big picture, not just the individual strands of the business you work in

Connect

And build relationships with some of the biggest names in your industry

Discover

New approaches and strategies to help win market share

Join Us On Demand

FT Live Digital Dialogues - fully digital one hour event experiences delivering maximum engagement. Live webinars provide unique opportunities to engage global senior audiences. All access, digital passes include access to all the live sessions PLUS all sessions on demand for 30 days. Join the conversation.