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Workshop
The Journey of Vodafone TOBi
Join the Vodafone TOBi team as they deep dive into how they used a chatbot to transform customer experiences by streamlining its engagement with customers and personalizing the sales journey and the challenges they faced while doing so.
June 25
60 mins
Location
Thomas Neumann
Global Lead on Conversational AI, Vodafone
Thomas Neumann is a visionary leader in leveraging new technologies to transform customer experiences, with a focus on digital channels that create the "wow" effect. As a driving force behind global chatbot and voice assistant solutions, he is passionate about innovations that enhance customer satisfaction and boost Net Promoter Scores (NPS).
With over 15 years of experience in the mobile industry, Thomas brings a unique blend of international expertise, diverse roles, and exceptional interpersonal skills to the table. His work bridges the transition from traditional app-based solutions to cutting-edge conversational interfaces, enabling businesses to navigate the evolving digital landscape and deliver impactful, customer-focused results.
Gemma Alvarez
Global Product Owner, Vodafone Group
Gemma Alvarez is the Global Commercial Product Owner for TOBi, Vodafones customer service chatbot, who is a trusted, helpful and easy concierge, here to support Vodafones customers. She helps carve out the future strategy of TOBi improving customer experience and pushing the boundaries of chatbots. Helping Vodafone Markets launch, accelerate the volume, improve the quality and innovate through TOBi. Previous to this, Gemma headed up Mobile Cloud Enterprise (Apps, Chatbots and Customer Experience Analytics), IoT and API Platform for Oracle UK in Business Development for almost 3 years. She was pivotal in launching the Intelligent Bot Cloud Service for Oracle helping many customers align chatbots to their core business, automating repetitive tasks. She has almost 7 years' experience at Microsoft where she started off in the Sales Graduate Program, and then moved to a technical evangelist role where she worked on mobile apps, helping build up the app store and presenting to developers, business and UX around designing apps on the windows store.
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