Rob Edwards

After over a decade spent working at the sharp end of the customer service experience as agent, team leader and manager, Rob switched perspectives. Now he champions communication and prioritising simplicity for both customers and agents, simplifying human connections with LeadDesk. Meanwhile, he writes and edits speculative fiction, with two science fiction novels and a dozen short story anthologies to his name.

About the session

From service costs to profit centers

Looking into the near future, where customer service and telemarketing converge, we consider how the focus on conversations can help drive growth and customer satisfaction. No doubt AI is a driving force, but it is the application and the mindset which will determine success. Technology, empathy and understanding, building together.
And while the future is not now, we look at one simple case study where a small change made a big difference.