Operation Growth: Leverage AI for Long-Term Business Transformation

Join Amelia and ISG for presentations and interactive roundtable discussions on AI’s business impact today and in the future, accompanied by a 3-course business lunch.

The introduction of ChatGPT and other LLM applications has initiated a new era of customer expectations and consumer interest in AI technologies. As such, enterprises must re-think their existing CX strategies and technology stacks to ensure they meet the demands of the modern world.

To delight customers, many companies today are leveraging existing and emerging AI solutions to enhance every stage of the customer journey. But once the foundational elements of AI and automation are in place, many are left wondering, "what comes next in our CX transformation journey?", “what is the business impact of this technology?" and "how do we expand AI’s role within our organisation?"

One of the early pioneers in this space is a telecom giant that leveraged AI to replace its legacy IVR system. The company implemented Amelia as a voice-based customer service agent within its contact centres to handle all calls received to its hotlines. The solution fielded roughly 72 million calls and helped decrease customer abandonment rates by 44%, in addition to delivering several other major business benefits.

Join us on Thursday 8th June at 12pm at the iconic Waldorf Hotel for expert insights and lively discussions on the following topics:

  • Evolution of the customer service journey and staying ahead of the competition with AI.
  • How to leverage AI to address increased customer expectations.
  • How to use AI to address deficiencies in current CX strategies.
  • The business impact of improving customer experiences with AI.
  • How AI and automation drive growth, boost revenue and scale operations.
  • How to derive the most value from advanced AI technologies.
  • How to bridge the gap between old habits and new technology.


Henrik Eriksson, Technical Director at Amelia

Henrik has worked in the IT industry since 1990, covering Service Operations, Transition, Architecture and Design at one of the largest Nordic finance institutions, working as architect for some of the largest IT software vendors and now for the last 13 years being an integral part of building the Amelia platform. Henrik has a strong focus in aligning business value and technology, especially in the area of cognitive Conversational AI and Orchestration solutions. Henrik is an industry veteran on the topic of Conversational AI and automation and has presented at several events globally such as AI Summit, Sibos and Radar Summit.

James Ewing, Head of Automation for EMEA at ISG

As the Head of Automation for EMEA, James brings over 30 years of experience of working with advanced technologies to bring solutions to life for clients. Helping clients deliver real business benefits and step changes in performance with the practical application of AI, Analytics and Intelligent Process Robotics. Some key areas focus with ISG’s portfolio include Contact Centre Transformation, IT Operations Automation, Process Orchestration and Test Automation. Prior to joining ISG James worked for both technology providers like IBM and SAS Institute as well as Service Providers such as Specialist Computer Centers (SCC) and Synstar (now HP). James and his team help clients with the full lifecycle of Automation from discovery, deployment, through to fully managed services allowing clients to focus on their business without the need or cost of specialist teams.

Location Address

The Waldorf Hotel
London WC2B 4DD
United Kingdom

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