04th April 2019

Customer Robotics and AI Directors Forum

Waterloo Park Plaza, London
Register Sponsor

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.

Previous Speakers

Brian Manusama

Gartner

Laetitia Grammatico

Philips

Wally Brill

Google

Rocco Labellarte

Technology Advisor

Mike Gibney

THE WALTON CENTRE NHS FOUNDATION TRUST

Dr Ganesh Bavikatte

Walton Centre NHS Foundation Trust

Jonathan George

RAC

Peter Massey

Budd

Gerry Brown

IDC

Helena Schwenk

IDC

Wim Rampen

CX Company

Paul White

IFS-mplsystems

Martin Hill-Wilson

Brainfood Consulting
X

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.

X

Laetitia Grammatico

Director of Strategy & Innovation

Laetitia has spent 20 years listening to consumers and helping technology companies deliver insights-driven consumer experiences. She believes in harnessing technology to enable long-lasting relationships between consumers, employees and brands. She is currently Director of Strategy & Innovation within Philips Consumer Care.

X

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.

X

Rocco Labellarte

Rocco Labellarte is a technology advisor who works with organisations to design and implement digital, and IT strategies, directing the delivery of major business transformation programmes. After spending two decade working for world famous brands, and a further decade in the public sector, Rocco has a wealth of experience on how to deliver lasting change: it is about clarity of outcomes, effective engagement, excellent communication, and taking people with you.

Rocco has been covered in print, interviews and at speaker events around the world. With an eye for innovation and fast-paced delivery, he has had a leading role in delivering shared services, deploying some of the earliest Cloud solutions, and directing major cross-service change programmes. These days he is engaged in projects involving the application of artificial intelligence and data analytics in customer service organisations, predominantly in the local government and social care sectors.

X

Mike Gibney

Director of Workforce

Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising.  During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.

Michael joined the NHS in 2009 following a successful career in local government and the third sector.   This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities.  Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.

 

 

X

Dr Ganesh Bavikatte

Consultant and Clinical Lead for Neurorehabilitation Medicine

Dr Ganesh Bavikatte is a Consultant and Clinical Lead for Neurorehabilitation Medicine at the Walton Centre NHS Foundation Trust. He is also the Clinical Lead of the Cheshire and Merseyside Rehabilitation Network and the Chair of The Specialist Interest Group for Electronic Assistive Technology at the British Society of Rehabilitation Medicine.

Dr Bavikatte specialises in acquired brain injuries, polytrauma rehabilitation and assistive technology, and he is currently leading several major research projects in this field.

As Clinical Lecturer at The University of Liverpool, Dr Bavikatte lectures in numerous local, regional, national and international arenas on the specialist rehabilitation and use of technology in rehabilitation. He is the author of several peer-reviewed publications and regularly produces newspaper and magazine articles on robotics and virtual rehabilitation.

X

Jonathan George

Director of Sales and Service

Jonathan is an inclusive and motivational leader who thrives in challenging and diverse environments. He has a track record of creating a culture that delivers high performance across diverse sectors (retail, outsourcing, travel/concierge, financial services, Utilities and insurance) and for large PLC’s, Privately owned and VC owned businesses. His strong leadership and people development skills have led to delivering organisational success including leading 3 organisations to be recognised as being a Top 50 Customer Service Centre in the UK.

X

Peter Massey

Managing Director

Peter is a serial entrepreneur who has built and run a series of 4 businesses in customer relationships, contact management, operations and programme management over the last 20 years, working with clients across all sectors. He describes Budd’s business model as “co-creation” with clients & their customers, with colleagues globally in LimeBridge. He facilitates the 10 year old Chief Customer Officer Forum in the UK. Budd’s focus is implementing “The Best Service Is No Service” processes, now a book written by his former Amazon colleague.

X

Gerry Brown

Research Director

Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer experience, customer communications and cross-channel engagement.

Previously Gerry was a senior analyst for Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered Institute of Marketing (CIM) on its Masters-level course in strategic marketing management.

Earlier in his career Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown

X

Helena Schwenk

Research Manager, Big Data AI and Analytics

A highly experienced and commercially driven research manager focused on software market intelligence, with a proven track record of delivering strategic insight, authoritative advice and customised research to technology suppliers and business users about how to drive business value from data and analytics investments.

X

Wim Rampen

Chief Marketing Officer

Wim Rampen is a seasoned marketing executive with 20 years’ experience in the field of Customer Service, Customer Experience and Marketing for enterprises in Banking & Insurance, Energy, Telco and E-commerce. In the past six years, before joining CX Company last January, Wim has been responsible for digital customer experience transformation initiatives and programs at Dutch Insurance companies OHRA and Delta Lloyd. Before that, Wim lead large-scale Customer Experience improvement projects in Health insurance, Telco and Banking as self-employed Consultant. At CX Company, Wim is responsible for marketing strategy, positioning and product roadmap development.

X

Paul White

Director of Customer Engagement

Paul White, Director of Customer Engagement at IFS-mplsystems, joined mplsystems as CEO in May 2005. Paul has spent the last 25 years working in the customer service industry and is one of the pioneers of the creation of affordable CRM and contact centre solutions. Prior to joining mplsystems Paul was the founding CEO of BT Contact Central, which, over 4 years, grew into a global business across UK, Europe and Asia Pacific. Whilst at BT, Paul was responsible for designing some of the largest CRM and Customer Service solutions in Europe and had major roles in systems architecture, product management and sales.

X

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.

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

Previous Sponsors

Testimonials

INTERESTED IN SPEAKER OPPORTUNITIES? GET IN TOUCH WITH YOUR PRESENTATION IDEA TODAY

01932 506 304
EDITOR.ENGAGECUSTOMER@EBM.MEDIA

Register Your Place

Standard

1 TICKET

  • End User Registration
  • Access to seminar auditorium
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Presentation slides
  • After Event Drinks Party

Only:

£595 +VAT - £119.00 Order now

Date: 4th April 2019

Bronze

2 TICKETS

  • End User Registration
  • Access to seminar auditorium
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Presentation slides
  • After Event Drinks Party

Only:

£995 +VAT - £199.00 Order now

Date: 4th April 2019

Silver

5 TICKETS

  • End User Registration
  • Access to seminar auditorium
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Presentation slides
  • After Event Drinks Party

Only:

£1995 +VAT - £399.00 Order now

Date: 4th April 2019

ANNUAL

FESTIVAL PASS

Annual Subscription providing access for 1 person to EVERY conference for 12 months.

ANNUAL SUBSCRIPTION:

Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

Only:

£995 +VAT - £199.00 Order now

Date: 4th April 2019

Supplier

1 TICKET

  • Industry/Service Provider
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library

Only:

£1495 +VAT - £299.00 Order now

Date: 4th April 2019

Have a Question? Contact us or check our Frequently Asked Questions page