Event at Cambridge University Press & Assessment

Mohamed Zaki was invited as a keynote speaker at the Digital & Data Conference Day  hosted by Cambridge University Press & Assessment, where he spoke about how AI-augmented agents can transform customer experience in contact centres.

His speech addressed key industry challenges, including the lack of personal touch and sales skills, and the growing frustration among customers navigating automated channels. Mohamed emphasised the power of AI-driven relational personalisation, which goes beyond basic automation to enhance emotional connections and service quality. 

Using real-world examples, he demonstrated how Agentic AI and Gen AI  can be leveraged by firms to analyse customer interactions, assist agents with knowledge retrieval, and generate tailored responses, leading to higher satisfaction and loyalty.

The speech reinforced the need for AI and human agents to work together, equipping both with personalisation and sales skills to improve customer retention in the digital-first era. As businesses increasingly adopt AI.

Mohamed highlighted the importance of maintaining genuine, empathetic, and effective customer engagement.