Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
|||
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1 |
|||
09:10 |
O2 Case Study: A Digital World of Choice and Possibilities – Transforming to Stay Ahead Gareth Turpin, Director of Customer Service and Transformation, O2 |
View presentation slides | |
09:35 |
UMB Case Study: Customer Feedback – The Ability to Make or Break Your Business Terry Kincheloe, Senior Vice President – Interactive Marketing, UMB Financial Corporation |
View presentation slides | |
10:00 |
How Influencers are Changing the Game for Engagement – Case Studies with Apple, British Airways and Unibet Harry Hugo, Chief Campaign Office & Co-Founder, The Goat Agency |
View presentation slides | |
CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES |
|||
10:55 |
Lloyds Banking Group Case Study: 1.4 Billion Ways of “Getting Personal” With Customers Gerald Bruce Roberts, Senior Manager Customer Experience & Elaine Kelly, Customer Experience Manager, Lloyds Banking Group |
View presentation slides | |
DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION |
|||
12:10 |
Disruptive Customer Care: The Competitive Differentiator Martin Hill-Wilson, Founder, Brainfood Consulting |
View presentation slides | |
13:00 |
SmartBill Case Study: Customer Engagement Lessons, Through the Lens of a Start Up Nikhil Shah, CEO and Co-Founder, SmartBill |
View presentation slides | |
CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL |
|||
14:25 |
LEGO Case Study: How the Power of Habit Created the World’s Most Powerful Brand, and How You Can Harness it Too Scott Gould, Founder, Ampersand |
View presentation slides | |
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2 |
|||
16:10 |
RAC Case Study: Optimising Customer Engagement Through Tapping into Employee Insight to Deliver a Sustainable World Class Customer Experience Jonathan George, Director of Sales and Service, RAC |
View presentation slides | |
HALL 2 AVAILABLE PRESENTATIONS |
|||
PERSONALISATION OF THE CUSTOMER EXPERIENCE |
|||
10:00 |
Wolseley Case Study: How AI, the Heart of our Cognitive Knowledge, is Reducing Customer Effort and Empowering Customer Support Staff Alison Goodwin, Customer Support Centre Manager, Wolseley UK |
View presentation slides | |
10:25 |
Xercise4Less Case Study: The Rise of Xercise4Less by Engaging Customer Feedback Jon Nasta, Director Ecommerce and Marketing, Xercise4Less |
View presentation slides | |
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1 |
|||
11:20 |
“Nudging” Your CX Programme Towards Transformational Change Phil Durand, Director, Customer Experience Management, Confirmit |
View presentation slides | |
THE RISE OF CUSTOMER SERVICE DESIGN |
|||
12:10 |
Disney Case Study: The Starring Role of Teamwork In Disney Inspired Experiences Chris Humphrey, Director, BE Advisory & Andy Wilkins, CEO & Co-Founder, BE Advisory |
View presentation slides | |
12:35 |
Customer Episode 1: The Phantom Feedback Menace Darryl Beckford, Head of Digital Acceleration, KCOM |
View presentation slides | |
13:00 |
Fidelity International Case Study: Culture Hacking Through Design Thinking and Design Doing Rod Butcher, Client Experience Development Lead, Fidelity International |
View presentation slides | |
ROBOTICS, AI AND CUSTOMER ENGAGEMENT |
|||
14:50 |
Legal & General Case Study: Working With Robots Bob Stella, Head of Business Implementation, Legal & General |
View presentation slides | |
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2 |
|||
16:10 |
What are you Willing to Change to Achieve Transformation? Adrian Swinscoe, Consultant, Rare Business |
View presentation slides | |
16:35 |
NHS Case Study: Innovation in the NHS – At The Cutting Edge?!? Mike Gibney, Director of Workforce, NHS Walton Centre |
View presentation slides | |
17:00 |
GWR Case Study: Modernising Communication to Transform Engagement Abubakar Siddeeq, Customer Experience Manager, GWR& Neil Martin, Director, The First Word |
View presentation slides | |
You may also like...
Five Building Blocks to Ensure Business Continuity in...
23rd June 2020
Tips for Deploying AI Chatbots & Virtual Agents...
04th June 2020
How Virgin Money UK listen and respond to rapidly...
21st May 2020
Beyond Philosophy - Controlling the controllable - Covid...
Colin Shaw, Beyond
Beyond Philosophy - How Apple uses psychology to...
Colin Shaw, Beyond
Beyond Philosophy - How small changes can alter customer...
Colin Shaw, Beyond
The Callminer Churn Index 2020...
15th May 2020
Sustaining Customer Experience Amidst the Coronavirus Threat...
15th April 2020
Keep Up To Date - Subscribe To Our Email Newsletter Today
Get the latest industry news direct to your inbox on all your devices.
