What Does Service Quality Actually Mean in the AI Era?
Hosted by Elzbieta Czyżak, Global Head of Intelligent Care Center & Roel Koens, Senior Future of Work Consultant,
Atos
Register your place for the workshop,
What Does Service Quality Actually Mean in the AI Era?
Traditional service quality metrics — CSAT, SLA, Average Handling Time — were built for a world of human agents and reactive support. In today's AI-enabled, digital-first environment, they explain what happened operationally but not how it was experienced.
This masterclass explores how organizations can move from reactive scorekeeping to proactive experience improvement. We examine why CSAT is now a lagging indicator and how leading signals — sentiment analysis, conversation quality, behavioral insights, and journey friction — provide a more complete picture of service performance.
We will demonstrate how AI enables real-time, full-coverage quality monitoring across all support channels, replacing manual sampling and detecting dissatisfaction before it escalates.
A live perspective from one of our experience consultants will bring the end-user sentiment dimension to life — showing how different user personas experience the same service in fundamentally different ways.
You will leave with practical ideas for redesigning quality frameworks that measure not just resolution speed, but interaction outcomes, emotional response, and perceived value.
Who is this Workshop for?
Aimed at practitioners just starting out on their XM and XLA journey, and those with some experience - ready to scale their efforts - presentation-led workshop will help attendees develop:
- A clear understanding of which leading indicators — sentiment, conversation quality, behavioral analytics — give you a truer picture of service performance
- A model for measuring experience across the full end-to-end service journey, not just individual interactions
- Concrete first steps for redesigning your quality framework and positioning service quality as a board-level strategic advantage
Register your place for the workshop,
What Does Service Quality Actually Mean in the AI Era?
Meet the Presenters
Elzbieta Czyżak
Elzbieta Czyżak
Global Head of Intelligent Care Center, Atos
Roel Koens
Roel Koens
Senior Future of Work Consultant, Atos