Event: AI or Automation? Discover the smartest route to better customer and employee experiences

Date: 10 September 2025 | 14:15

Location: Transistorstraat 24, Almere, The Netherlands

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How do you really improve both customer and employee experience in Teams Telephony and the Contact Center?

In this interactive session, Fabien van ’t Woudt and Michael Brugge show how you can make a real impact with smart technology, without buzzwords or unnecessary complexity.

Through live demos and practical examples, you’ll see how specific use cases directly improve service quality, increase employee satisfaction, and boost efficiency. But it’s not always what you expect. While AI often looks like the ultimate solution, in practice a simple automation can be just as effective, often faster, easier, and more cost-efficient. Sometimes, both are needed.

We’ll walk you through scenarios from two perspectives: how the same challenge can be solved with AI or automation and what that means for customer experience, employee well-being, and your budget. You’ll also see cases where the combination of AI and automation is the real game-changer.

Expect a session full of inspiration, interaction, and practical insights. No slides. Just real solutions.

Use cases you’ll see:

• Managing queues to deliver strong SLAs; can this be automated with an Agentic AI supervisor or a workflow?
• Adding call notes in CRM, ERP, ITSM or case systems; why it matters, and how to make it work in practice.
• Overcoming language barriers in multicultural teams or during international growth.
• Handling omni-channel customer requests faster and with higher satisfaction using AI photo recognition.

Register via organizer Communicativ: register