How to Personalize Customer Experience Through Contact Center Automation

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How to Personalize Customer Experience Through Contact Center Automation

In this panel discussion at TM Forum Blue Prism, Telia and Bell Canada talk about Contact Center innovations through the power of RPA and Intelligent Automation and answer the following questions:

  • Why the contact center is a competitive necessity – understanding how to eliminate manual processes and compete on experience
  • How is the agent’s role and the tools changing?
  • What the needs are of a remote agent workforce?
  • How are CSPs using AI and RPA to leverage customer interaction data to transform the customer experience?


  • Aaron Boasman-Patel, VP, AI & Customer Experience, TM Forum
  • Satish Shenoy, RVP, TAP Alliances America, Blue Prism
  • Toni Saarikko, Head of Consumer Development Execution, Telia 
  • Marco Sciarra, Director, Operational Planning & Technology? Bell Canada

Read this benchmark report from TM Forum on "Mapping a Path to Telco Revenue Growth"

TM Forum conducted a two-pronged approach to this report. See how your business compares on the topics of: 5G rollout, re-examining consumer strategies and growth opportunities in telecommunications.

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