04th April 2019

Customer Robotics and AI Directors Forum

Waterloo Park Plaza, London
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Robotics & Artificial Intelligence will transform customer engagement

How organisations are implementing technology to drive ROI and growth

The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI).

Our Robotics and AI in Customer Engagement Directors Forum will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers.

Delegates at the event will hear from global experts, leading edge technology companies and also from organisations implementing robotics and AI strategies in the field of customer engagement.

2019 Speakers

Martin Hill-Wilson

Brainfood Consulting

Brian Manusama

Gartner

Abby Thomas

BT

Mike Migliore

News UK

Kevin Matthews

Leathwaite

Wally Brill

Google

Tim Kay

Verco

Charles Radclyffe

Fidelity International

Phil Jones

Marks and Spencer

Eliska Dockalova

Kiwi.com

Bassi Pardeep

LV=
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Martin Hill-Wilson

Founder

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone towards full digital competency
Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

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Brian Manusama

Research Director, Customer Strategies and CRM

Brian Manusama is a Research Director in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on CRM, customer service disciplines, customer self-service and customer experience. He also researches customer engagement centers, smart-machine technologies and business intelligence strategies. Mr. Manusama has more than 25 years of international experience, with 20 years in CRM applications, contact centers/customer engagement hubs and field service in the European market.

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Abby Thomas

Director of Transformation and Change

As Director of Transformation I am responsible for designing, trialling and deploying the customer experience for new products (spanning BT’s online, contact centre and retail channels for all of our consumer products), and developing and embedding change programmes for the benefit of our customers. I am focused on new product development and launches, digital transformation (including app development) and operating model / systems / process improvement and innovation.

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Mike Migliore

Head of Customer Value

Mike Migliore is a senior business strategist with expertise in CRM, CVM and product strategy. His work has been nominated for both the Direct Marketing Awards and the British Media Awards. He was recently nominated for Engagement Professional of the Year by The Engage Awards.

For six years Mike has worked at News UK for The Times and The Sunday Times in a variety of digital marketing and commercially focused roles. Currently his teams plan and oversee all subscriber marketing in addition to churn and revenue management activity. Previously, Mike worked at Cellcast UK, where he managed the customer relationship management and content creation teams.

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Kevin Matthews

Global Head of Marketing

Strategic & Creative Marketing Leader.

Creating engaging multi-channel marketing communication strategies that connect businesses to customers in meaningful ways and provide a clear ROI to the organisation. Kevin has been the Global Head of Marketing at Leathwaite for nearly three years.

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Wally Brill

Head of Conversation Design Advocacy & Education

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now as Head of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the Google Assistant.

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Tim Kay

Commercial Director

Tim Kay has been the Commercial Director at Verco for the last 7 years.

Verco is helping organisations to:
– Reduce spend on energy, water and waste
– Ensure compliance with environmental legislation
– Improve CSR profile and lead their industries

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Charles Radclyffe

AI Programme Director

In my career so far I’ve built and sold three tech companies. In-between I have consulted to large Financial Services organisations on Emerging Technology.

Outside of my day-job, I advise organisations on how to develop a strategy of ethical implementation of AI, Automation and Robotics as well as speak at events on this subject, co-host a soon-to-be-released podcast, and write a blog on the ethics and societal impact of emerging technology.

I’m passionate about entrepreneurship which I see as the activity by which a person strives to become all they can be while on a mission to make a positive change to the world.

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Phil Jones

Data Governance Manager

Phil Jones has been working at Marks and Spencer for over twenty-one years, he has been the Data Governance Manager for the last 4 months

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Eliska Dockalova

Head of CS Innovations

Having spent over 10 years within the customer experience area of hospitality, travel and private aviation industries and with the recent overtake of the Kiwi.com’s Innovations & Business Transformation Unit departments, Eliska is now fully focusing on enhancing the customer experience side of business via processes & projects improvements. In cooperation with Engineering department and based on the data collected via the Complaints & Customer support departments, the main focus is now on driving the changes and follow the mission of Kiwi.com: making travel better!

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Bassi Pardeep

Head of Data Science

Bassi Pardeep has been the Head of Data Science for LV= for the last year and a half. Driving organisation wide implementation of Machine Learning, leading a team of Data Scientists and Data Engineers. R, Python, SQL, VBA, SAS, Azure, DataRobot, Emblem, Classifier, Radar, ARCGIS.

2019 Topic Streams

Leading edge case studies from world class organisations
Latest research into the impact of Robotics and AI
Thought leadership and future predictions from global experts
How these technologies are being used to drive ROI and growth
The impact of Robotics and AI on customer engagement
What the future holds as new technologies continue to be developed
The ramifications of Robotics and AI technologies on customer and colleague relationships

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