Webinar Trilogy: The Great Debate: AI: Friend or Foe?

Part 1: 6th February 2025

12:30 – 1:30pm

View recording

Part 2: 6th March 2025

12:30 – 1:30pm

Part 3: 10th April 2025

12:30 – 1:45pm

Join us to hear CX and EX industry experts discuss whether the introduction of AI into contact centres will deliver on the promise of making contact centre agents lives easier.

The panel will debate:

– Is AI friend of foe – will AI make contact centre teams work easier by removing all of the simple or mundane tasks and allowing agents time to work on more interesting complex work? Or will the removal of the mundane and simple tasks remove the mental breaks for agents leaving them stressed and heading for burnout?

– Is AI a job killer or Ultimate Solution – will AI replace contact centre agents by removing workload currently completed by humans or is it the ultimate solution that will enable agents to work better or smarter and with higher quality support?

You only have to register once to get access to all three sessions from this trilogy. If you can’t make any of the live sessions, you can still register using the button above and you will be automatically sent the recording.

Register your place today!

You only have to register once to get access to all three sessions from this trilogy.

Part 2: Meet our panel

Trilogy Chair:
Elaine Lee
Director and Consultant

Elaine's Bio

Elaine is a passionate Customer Experience and Marketing Strategy Consultant for Business & Charity Organisations Expert in DTC Marketing, Fundraising, Customer Engagement, & Retention Driving Growth by Building Customer Relationships. Her work often involves time within contact centres working on the practicalities of building relationships with customers in a live interaction.

Before becoming a consultant in 2005, Elaine worked client-side running inbound, outbound and customer service operations for Time-Life Europe and IMP. She found her passion for customer experience during her time at Direct Wines when she was the customer-facing lead on a project to design and build a new sales order entry system. It was here that she learned how to build relationships with customers that were valued by both parties – it’s a passion that remains firm today.

Elaine’s other passion is in ensuring the inclusion of customers in vulnerable circumstances. She designs and delivers bespoke training for contact centre teams who are working with customers in vulnerable circumstances. Elaine also provides consultancy services around this inclusion from policy creation and customer journey design and mapping.

Trilogy Lead Panelist:
Marianne Withers
Business Partner

Marianne's Bio

Business Partner for Atombit, an experience intelligence innovator, data analytics and AI solutions provider, enabling radical transformations for large, complex businesses to help them enhance profitability and realise their potential. Founder & Director of withers jones consultancy and renowned leader with over 30 years of experience in the contact centre industry, Marianne is at the forefront of pioneering transformation solutions that prioritise Human Experience.

Following five and half years in consultancy, Marianne Withers served as Chief Operational Officer for a specialised outsourcer, where she honed her leadership skills and deepened her understanding of the industry.

In 2021, she designed and created The Verity Centre, setting a new standard for customer-centricity and technological innovation in the contact centre landscape. After 3.5 years Marianne transitioned The Verity Centre into a BPO Group, and decided that she wished to follow her passion to move back into transformation solutions focusing on employee and customer experience, supporting optimisation of customer lifetime value.

Panelist:
Martin Anderson
Co-Founder & CEO

Martin's Bio

As the co-founder and CEO of Lemon Business Solutions Ltd, I have more than 20 years of experience in providing BPO and contact centre solutions. I have a strong background in telecoms, which enables me to understand the technical needs and challenges of our clients and deliver innovative and tailored solutions.

My core competencies include new business development, team leadership, operations management, and customer satisfaction. I am passionate about creating long-term partnerships with our clients and supporting their growth and success. I am also committed to empowering and creating opportunities for the Lemon team, who are the backbone of our company.

Away from Lemon, I’m passionate about supporting fellow entrepreneurs in achieving their goals and I aspire to contribute to the success of the wider entrepreneurial community by sharing my experience, thoughts and insights.

Panelist:
Paolo Righetti
Founder & CEO

Paolo's Bio

With over 30 years of dynamic leadership in the AI and analytics industry, Paolo Righetti is a visionary trailblazer renowned for transforming businesses globally. His entrepreneurial journey began with the founding of a CX data analytics solution provider, lately being successfully acquired by Teleperformance, cementing his legacy in the analytics world. As Global Head of Analytics at Teleperformance SA for an impressive 15 years, Paolo scaled the business to unprecedented heights, delivering innovation at scale across 70 countries.

A passionate innovator, Paolo pioneered new solutions in customer experience (CX) and employee experience (EX) to drive unparalleled value. Their revolutionary concepts, including Proactive caring processes, pioneer programs in Customer Feedback Management and redefined employee engagement strategies from candidate selection to retention, have created value for dozens of enterprise clients and enhanced organizational efficiency and performance for over 500,000+ full-time employees globally.

Building and nurturing long-lasting relationships with key vendors and clients has been a hallmark of Paolo’s career. With a network spanning over 25 years, they’ve cultivated a deep reservoir of trust and expertise that continues to drive innovation and success in every partnership.

Paolo Righetti is not only a leader but a changemaker, whose career continues to inspire and redefine the future of AI, analytics, and customer-centric solutions worldwide.

Panelist:
William Carson
Director of Market Engagement

William's Bio

William is Director of Market Engagement at retail specialist CXBPO, ASCENSOS, a Firstsource group company, which supports international brands and their customers around the world.

William has worked with the world’s leading contact centre outsourcers including Concentrix, Foundever and Teleperformance, as consultant and board member, and is a regular industry speaker and panellist.

Away from customer contact management William is a non-exec director of welfare and development charity, New Ways for Africa, which operates predominantly in Turkana, Northern Kenya, Sudan and Malawi, and an active investor in digital start-ups.