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
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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
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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
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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
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DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

12:10

Disruptive Customer Care: The Competitive Differentiator
Martin Hill-Wilson, Founder, Brainfood Consulting
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13:00

SmartBill Case Study: Customer Engagement Lessons, Through the Lens of a Start Up
Nikhil Shah, CEO and Co-Founder, SmartBill
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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
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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
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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
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10:25

Xercise4Less Case Study: The Rise of Xercise4Less by Engaging Customer Feedback
Jon Nasta, Director Ecommerce and Marketing, Xercise4Less
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TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1

11:20

“Nudging” Your CX Programme Towards Transformational Change
Phil Durand, Director, Customer Experience Management, Confirmit
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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
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12:35

Customer Episode 1: The Phantom Feedback Menace
Darryl Beckford, Head of Digital Acceleration, KCOM
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13:00

Fidelity International Case Study: Culture Hacking Through Design Thinking and Design Doing
Rod Butcher, Client Experience Development Lead, Fidelity International
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ROBOTICS, AI AND CUSTOMER ENGAGEMENT

14:50

Legal & General Case Study: Working With Robots
Bob Stella, Head of Business Implementation, Legal & General
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TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2

16:10

What are you Willing to Change to Achieve Transformation?
Adrian Swinscoe, Consultant, Rare Business
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16:35

NHS Case Study: Innovation in the NHS – At The Cutting Edge?!?
Mike Gibney, Director of Workforce, NHS Walton Centre
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17:00

GWR Case Study: Modernising Communication to Transform Engagement
Abubakar Siddeeq, Customer Experience Manager, GWR& Neil Martin, Director, The First Word
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