Virtual Customer Engagement Transformation Conference

Some of the most popular brands of 2021 such as Netflix, Amazon and Deliveroo all have one thing in common: they offer customers the opportunity to subscribe to their services. With mobile operators traditionally offering either contract-based or pay-as-you-go services, the question has to be asked if the growth of subscription services is a trigger for those operator to reimagine their offerings.

Selling and supporting a myriad of insurance solutions requires forward thinking organisations to be vigilant in a variety of disciplines to ensure proper sales, servicing and retention techniques are in play in addition to adherence to regulatory guidelines along with optimising customer’s journey through both voice and digital channels options. How do “Customer First” oriented companies consistently assure an optimal CX journey for clients via their engagement channels while remaining compliant, professional, effective, and efficient in their interactions?

Join Dean Burley, Ageas’ Head of Operational Excellence and Frank Sherlock of CallMiner as they as they share how this progressive, customer driven insurance company has successfully improved CX, customer journey and business outcomes through their use of conversation analytics.
In this session you’ll learn:
· How conversation analytics supports improved quality assurance, compliance, and outcomes
· How Ageas has dramatically improved their operational effectiveness and efficiency
· How Ageas has used customer journey analysis to truly understand and actionise the “Voice and Expectations of the Customer”
· How gleaning conversation insights has led Ageas to provide a differentiated customer experience

Top take-aways:
• Not being customer centric is the biggest threat
• Find the uniqueness in your customer experience and use it to differentiate your brand
• Use your brand as a basis for your customer experience strategy
• A brand promise is nothing without proof and a great customer experience
• Experience is not a one-off thing, a good relationship is build over time
• Technology is an enabler not a means to an end

The use of technology to supercharge the customer experience is not a new idea, but few companies have been able to get this critical transformation right. Meet TMAC, a proudly different AI solution provider for contact centres and hear about their deployments of affordable speech analytics and their next best action playbook in a top five supermarket and FTSE 250 Insurer.

Every day millions of commuters across Europe and the UK travel through extensive rail and bus networks for work and leisure. These users of public transport have multiple demands, from booking tickets, to comparing prices, route-planning and staying constantly in touch with the latest live travel updates. With the enormous disruption to travel caused by the pandemic, Trainline’s unwavering focus has been to ensure customers are supported throughout their journey. Join Trainline’s Global Customer Experience Director Mike Massimi and Freshworks General Manager to find out how they have done it and how they are gearing up for the return of the commute, the return of the city breaker and the return of every day travel for millions of Trainline customers.

As companies around the globe try to meet and anticipate the needs of their customers, self-service support stands out as a fast and cost-effective way to provide a great customer experience, while reducing the number of inquiries that get to your support team.

If you would like to learn more about Intercom’s self-service offering and the impact it can have on your business, please join us on June 8th at 2PM BST for a discussion on Finding the balance between Efficiency and Personalisation with Automation and Self-Service.

We will be joined by Gill Fisher, Head of Customer Experience, Support & Delivery at SMARTY, and Jonathan Chemouny, Senior Relationship Manager at Intercom, to discuss why self-service matters. We will also look at SMARTY’s case study and talk about the challenges that they faced, the self-service features they implemented to overcome them, and the improvements that SMARTY saw after implementing these features, including a 99% reduction in median first-response time. Then, we’ll look at how Intercom makes internet business personal and host a Q&A session.

We hope to see you there!

– Customer needs evolution in Pharma
– Go To Market Model Transformation journey
– Growing role of Medical teams / Subject Matter Experts
– Reimagining approach to content and data management
– Evolving role of CRM
– Managing major challenges in Sales and marketing organizations

BMW UK is a highly innovative business that constantly challenges itself to offer the very best customer experience. With increasing numbers of customers completing large amounts of their research and buying journey online (long before any contact with the company or a showroom), BMW embraced this digital transformation and consumer behaviour shift and created a new customer experience approach. A strategy that empowered their customers by providing access to information instantly, 24/7 online as well as driving improvements across 4 million+ annual interactions within their Customer Interaction Centre.

In this presentation, Aoife will take you on their transformative journey powered by Verint technology. Attendees will learn how this global company, with a significant fan forum base, has harnessed the power of knowledge management to drive a single source of ‘official’ BMW knowledge across all its customer touchpoints.

Pure Planet is a renewable energy supplier, the first GB energy supplier to deliver a digital first service experience to its Members.

In this session I’ll talk about our service design, including some of our learnings and how we’ve designed our contact centre to allow our people flexible working and the freedom to perform. I’ll also discuss what this approach has brought to Pure Planet and our Members.

In this session, Simon Evans from Vitality and Lee Mostari from their award winning partner, Davies Consulting, will share how they used innovative technology to scale up and automate the quality assurance environment across their contact centres. The results were amazing, and not just from a financial or risk perspective but also in terms of how this helped enhance the culture across the Vitality operations. Join Simon and Lee to find out:
– How they used the right technologies to deliver better business and customer outcomes
– Learn how processes were adapted to increase the level of automation
– Why Vitality worked with Davies to accelerate their plan
– The future developments that are planned next

Key Trends to Future Proof In-Store Experiences

It comes as no surprise that we have seen a lot of change and shifts in consumer behaviours in recent times due to the Coronavirus pandemic. Retailers have had to be extremely agile in order to engage with customers and transform their CX strategies to identify new moments that matter to customers in order to drive customer trust and loyalty.

Our UK Expert Services Team have identified key trends in customer behaviours which span throughout the customer journey. Whether it’s from the moment they walk into the store or at check out. These touchpoints are all opportunities to drive engagement and build trust.

In this session Tracey Pankhurst, Insights Director and Dan Jones, Senior Insights Design Specialist at InMoment will analyse the key findings and discuss:
• Why great service still counts
• Identify the new moments that matter to build stronger relationships
• Highlight the key touchpoints of the post-lockdown in-store experience
• How brands can adapt to changing consumer behaviours

The collective spending power of disabled people and their household is in the billions. But many organisations are not set up to be accessible and inclusive of their disabled customers, often losing money and loyalty as a result. This talk explains how and why you should transform your disabled customer experience.

The session will look at what disabled people want and the customer experiences they have, digital barriers and the cost of losing disabled customers, and what you need to do to transform engagement with your disabled customers.

iProov’s 2021 international security and usability survey reveals customer perceptions and preferences for online verification.
Aarti Samani reveals how by using these insights it is possible to create a customer centric approach to improve digital engagement and user experience.
· Discover the online verification security method that 61% of consumers actively dislike
· The “must know” ideal customer experience metrics
· How selfie anxiety affects 34% of consumers and its dramatic effect on online verification success
· Two key elements that increase customer engagement and lead to completion rate improvements
· Why digital inclusion is now a priority for governments and large enterprise
· Gain insights into 4 case studies that demonstrate inclusion across ability, devices, bias and privacy and the 4-pronged approach to getting it right

The use of Artificial Intelligence (AI) continues to have an impact across all aspects of customer experience and contact centre operations, perhaps none more so than in the area of self-service. As customer preferences have changed, particularly over the pandemic, the preference for AI assisted self-service has also increased, providing an efficient and effortless customer experience.

In this session Gregg Widdowson will examine how AI can reduce costs and improve the customer experience, and provide some best practice guidelines for those embarking on this journey.

When it comes to digital transformation, you’ve probably heard it from your customers, or maybe even thought it yourself… “We’re an old-school industry,” “You can’t teach an old dog new tricks,” “Why change? We’ve been doing it this way for decades.”

Industries that may come to mind in this space are: logistics, manufacturing, shipping & freight forwarding, and construction – to name a few.

While years of experience are always an asset, our customers are, often times, changing faster than us. Consequentially, we have to change our customer experience approach just as quickly in order to keep up or risk losing to our market, our revenue, and our clients.

Join Matthew Meeks, Director of Global Programs at Front and learn how Front, the leading Customer Communication Hub, has digitally transformed how more traditional industries are interacting with their clients to increase their revenue, improve customer loyalty, and address the major challenges associated with the “old-school” mentality

AI and automation are in demand for companies exploring ways to reduce their call centre costs and improve customer experience. But when companies fail to take the right approach, they disappoint both customers and employees, and can cause long term damage to their brand. By following six simple steps, companies can avoid common pitfalls to successfully blend human and AI customer service for an improved experience at lower operational cost. This talk will highlight opportunities for automation and AI along the entire customer service journey, the common pitfalls to avoid and some practical steps to identify their right place and role.

Make your customer feel remembered, heard and understood. This is the foundation of an empathetic customer experience — delivered through Experience as a Service. Give every customer exactly the experience they want every time, whether that’s an agent who sympathizes while solving a complex issue or a quick answer from a bot. To deliver empathy to every customer, you need some essentials in place. Discover what goes into delivering Experience as a Service.

The people are discovering the world through the camera of their smartphones and this represents a great opportunity for brands creating new immersive experiences and ways to communicate with their consumers. Learn how NIVEA is using technologies such as Augmented Reality or the Google Lens platform as parts of their camera marketing strategy.

From feedback to Experience: How top brands optimize their digital efforts

In 2020, the world moved online. In 2021, the winners and losers of this accelerated shift to digital will truly be determined.

Join this session to learn why top enterprises are shifting gears to online and what customers really want from their digital experiences. Hear real examples from Medallia customers and learn which metrics are used to measure CX success.

Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on investment on bringing new channels online. With a clear channel strategy and more importantly intelligent use of insight data sustained success can be achieved for a permanent channel shift. Whether the customer is serviced via automation or assistance, or voice or messaging, ultimately getting a resolution is the goal and making this easier is our job.

Call to Action:

– Choose and implement ideas for an agile and successful contact channel strategy
– Bring the organization up to date on the successes and failures in blending automated and assisted customer support
– Analyze the root causes of low adoption of contact channels
– Enhance the way you communicate about different contact channel options

It is estimated that as much as 40% of work could be automated in the contact centre. That is a staggering statistic for employers to hear. But the reality is that this automation opportunity does not mean that jobs can be replaced 1 for 1 with robots. Instead, it shows just how many mundane and highly repetitive tasks agents do every day that can be replaced with more enjoyable, high-value, customer-focused tasks.

In this fireside chat, you will learn how the role of the contact centre agents will pivot, as simple tasks are eliminated. We will also explore how RPA and intelligent automation can drive further value beyond cost reduction, empowering the agent to deliver more focused and personalised customer experiences.

Join Huw Williams, Contact Centre Industry leader at UiPath, to understand the scale of the opportunity, the speed of implementing and vision in creating a fully automated contact centre.

Huw will be joined by Stephen Coia, Commercial Director of Customer Experience People, a global contact centre outsourcer and UiPath customer, who will share the challenges and opportunities of automating in this high paced and constantly evolving environment.

Air France was one of the first airlines to test a private LTE network for its operations at Roissy airport back in 2017. Following this successful test, Air France is deploying a private LTE network at Roissy and Orly airports to merge critical voice and data communications onto a single network. During this deployment in 2020 and 2021 with Aéroports de Paris and Hub One, studies are being carried out to see how Air France could extend convergence to ground objects (IIOT). Another idea is also to further optimise this infrastructure by extending it to services around 5G such as predictive aircraft maintenance, virtual reality, augmented reality and all the other components that will enable us to become a smart airline.

At the same time, connectivity in other airports is also to be rethought but without the private spectrum obtained in France. These are other challenges to find different solutions to extend the best quality of connectivity to all airports. The answer is not completely written today but the question is on the table and Air France has some ideas, notably hybrid networks. Showing and sharing the needs of airlines and handlers to become more efficient everywhere is also an important point. And why not also share with other industries as AGURRE does in France (see its white paper on use cases published this year) to help the ecosystem develop? Some questions have not been answered today but the presentation of the different use cases and the feedback from this deployment of private 4G/5G networks is certainly worth sharing.

AI technology holds out immense promise to transform cancer care, but this does not obviate the need for a robust evidence base that demonstrates value, and that meets the same evidence standards as any other medical intervention. When the marketing hype surrounding AI in health care is peeled away however, the evidence is sparse. Danny will describe the draft AI validation framework used at Guy’s Cancer and some of the AI products and studies currently being undertaken.

Technology is available today to automate 80% of contact centre interactions. But to achieve this, it’s imperative to lower the barrier to AI adoption in contact centres. More specifically, updating and maintaining AI models that drive accurate automation will need more accessible technology for contact centres to achieve scalable automation. Instead of relying on costly data scientists that work in bursts, companies can leverage their customer service agents to continuously retrain their automation tools.

In this session, Jay Gupta will discuss how ‘Human-in-the-loop’ technology democratizes AI model training.

Topics discussed include:
• How contact centres can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.
• How to improve AI through continuous and incremental training by customer service agents (who can leverage your product and customer knowledge) vs expensive data scientists.

The telecommunications industry is focusing on driving new digital experiences for their customers – and in new markets – while, at the same time, simplifying what they have.

Vision
Deliver consistent end user experience outcomes in complex and dynamic environments, using service experts augmented by technology.

Strategy
Deliver service excellence that co-creates value.

Principles
Increase efficiency through simplification, rationalisation, consolidation and automation whether there is scale to do so.
Differentiation through experience, skillset and agility. Design from the grounds-up for scalability with data/AI at the core.

As smart speakers and voice assistants become increasingly ubiquitous in our daily lives, customers are seeking more conversational self-service options when interacting with brands. Intelligent Virtual Agents (IVAs) are automated, self-service applications that offer capabilities similar to those provided by human service—they make appointments, reset passwords, look up orders, survey customers, process payments and answer all kinds of questions—over the phone, web or SMS, and they’re substantially cheaper. Organisations that leverage Five9’s Intelligent Cloud Contact Centre now have a way to automate repetitive interactions and escalate complex questions to a live agent.

Join us for an in-depth overview of the Five9 IVA capabilities, including:
• Human-like speech using WaveNet to offer hundreds of different text-to-speech voices across 17 languages.
• Support of the most advanced conversational AI technologies from companies like Google, IBM, and Microsoft.
• No-code/low-code solution to manage conversational data to measure, speed-up and deploy AI models that can be used between Five9 Virtual Assistant, agent assistance and chatbot.

There are trillions of dollars in pensions around the world, covering hundreds of millions of individuals. The pensions ecosystem is complex, relying on several parties to make it work: agents, advisers, administrators, insurance companies and investment managers to name a few. Having access to the right data is therefore the fuel that powers this engine but is however a problem that has historically not been solvable. This results in significant inefficiency in the system; this inefficiency increases cost and ultimately decreases the level of security. Enter Blockchain. By providing a ‘single source of truth’ on the distributed ledger, Blockchain is not only a good solution for these challenges, it is the perfect solution, which has the potential to transform the way pensions are managed around the world. Blockchain solves the 4 biggest challenges in pensions management today and enables the creation of an efficient ecosystem where all the participant have access to the same data, in real time.