04th April 2019

Automation AI and Robotics Forum

Waterloo Park Plaza, London
Register Sponsor

Automation & 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 Automation AI and Robotics 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 automation and AI strategies in the field of customer engagement.

2019 Speakers

Martin Hill-Wilson

Brainfood Consulting

Brian Manusama

Gartner

Abby Thomas

Vodafone

Mike Migliore

News UK

Amy Mitchell

Leathwaite

Nandip Aulah

Montash & Uniform Education

Tim Kay

Verco

Charles Radclyffe

Fidelity International

Leslie Willcocks

Department of Management at London School of Economics

Stuart Stock

Veolia UK

Mergan Velayudan

MultiChoice

Asif Anwar

Director - Strategic Technologies Practice

Phil Jones

Marks and Spencer

Eliska Dockalova

Kiwi.com
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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

Global Head of Customer Operations

I am responsible for the management, performance and digital transformation of a 24/7 end to end service organisation located around the world, supporting Vodafone’s global enterprise customers across the entire product portfolio, including mobile and fixed line communications, cloud and hosting and Internet of Things. I manage a team of 1000+ FTEs.

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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. He is currently Head of Customer Value at The Times and The Sunday Times, where he oversees all subscriber marketing, 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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Amy Mitchell

Director

Amy is a Director leading the Financial Services CIO Practice for Leathwaite globally. She specialises in appointing heads of technology, spanning AI/machine learning, blockchain, cloud, data, engineering, information security and procurement, with a focus on diversity.

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Nandip Aulah

Head of Marketing

An ambitious and results-driven marketing professional with strong strategic and creative skills developed over 10 years in international brand and marketing roles at both agency and global blue-chip companies. I’m a strategic marketing expert with experience in recruitment and employer marketing. I have considerable ‘hands on’, stakeholder-facing, project-based experience at brand management within a large corporate and experience of building a marketing function within SME’s.

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Tim Kay

Commercial Director

Tim is Commercial Director at Verco and a leading technical advisor on energy efficiency in the manufacturing sector. He works with organisations solving complex challenges to understand, identify and implement a range of solutions which deliver operational cost savings and a tangible contribution towards carbon reduction targets.

Tim has a detailed knowledge of the challenges faced and solutions available in the manufacturing sector and leads Verco’s product development programme to meet these present and future needs.

Tim has worked internationally supporting a range of global manufacturing organisations, including projects in the UK, Europe, US, Africa and Asia. He has worked with over 200 sites to deliver monitoring solutions and utility reduction projects.

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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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Leslie Willcocks

Professor in Technology Work and Globalization

Leslie P. Willcocks  is  Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. At LSE he heads  the department of Management’s research into outsourcing, automation and blockchain technologies. He is Editor-in-Chief of the Journal of Information Technology.  Previously he taught at Oxford University for nine years. His doctorate is from University of Cambridge.

Leslie has  a global reputation for his work in robotic process automation, AI, cognitive automation  and the future of work, digital innovation,  outsourcing, global management strategy, organizational change, IT management, and managing digital business.  He is co-author of 60 books on these subjects, and has published over 230 refereed papers in journals such as  Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, Journal of Management Studies. His work appears regularly in media outlets such as Forbes magazine, HBR Online. He is a regular keynote speaker at  international practitioner and academic conferences, and has been retained as adviser and expert witness by major  corporations and government institutions in the UK, USA, Europe and Australia.

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Stuart Stock

Chief Information Officer

After graduating from University Stuart worked in a Pharmaceutical company and became a qualified CIMA accountant. He joined Veolia 15 years ago in finance and within 3 years of joining Stuart transitioned to focus on data analysis and started a national Business Intelligence team, with a vision to improve the financial performance of the business using insight and intelligence from an operational perspective.

Subsequently, he became responsible for the transformation of the business systems within Veolia that provided the source to his data strategy, resulting in wider IT leadership roles and responsibilities.

In January 2017 Stuart become CIO for the UK & Ireland and his team are on a new journey to express Veolia’s digital strength focused on four main deliverables; To improve the customer journey and experience; To improve the working life of a Veolia employee; To streamline processes and enhance insight with data to improve operational efficiency and financial performance; and also to deliver new digital services.

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Mergan Velayudan

Technology Strategy Senior Manager - Tools Development & Analytics

I’m a product delivery specialist with over 16 years’ experience in building innovative, relevant and engaging products. I’ve worked in development, QA, process improvement, product and project management (Certified as ISTQB Test Manager, Prince 2 Practitioner, PMP, Scrum Master and Scrum Product Owner).

At Multichoice, I manage internal product development – building solutions that drive efficiency within the Technology division. I’m heavily involved in machine learning (computer vision, natural language processing), cloud migration and data processing and visualisation – in general, evaluating and implementing new technologies and building innovative products that help the company transition into the internet age.

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Asif Anwar

Strategy Analytics

Asif Anwar’s focus at Strategy Analytics includes supporting the defense industry from platform and systems integrators, sub-system suppliers, software vendors and component and semiconductor technology providers. Mr. Anwar has a B.Eng Honours degree in Chemical Engineering, and is a member of the IEEE as well as the IChemE.

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Phil Jones

Data Governance Manager

Phil is a skilled and experienced business-facing manager with extensive experience in process architecture, technology and data governance. Throughout his career he has been tasked with finding innovative ways of resolving business problems, with a focus on delivering pragmatic, sustainable solutions with measurable benefits. As the Group Data Governance Manager for Marks & Spencer he has established a data governance strategy and implemented a governance framework in order to ensure that data is of the requisite quality, whilst always protecting customers’ and colleagues’ data rights. He is currently specialising in the adoption of Robotic Process Automation (RPA) into M&S.

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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!

We'll be discussing...

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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