Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
|||
Plenary |
|||
09:10 |
Botman vs. SuperAgent: The epic struggle to save Customer Experience Dr Nicola Millard, Head of Customer Insight & Futures, BT |
View presentation slides | |
MULTICHANNEL CONTACT CENTRE OF THE FUTURE |
|||
11:00 |
Daily Mail and Limitless Technology Case Study: GIG Economy + Customer Service = Crowd Service (The answer to everything?) Suzi Caesar, Head of Customer Service, Daily Mail Group Megan Neale, Founder and Managing Director, Limitless Technology |
View presentation slides | |
11:20 |
Sparkcentral enables effortless Customer Experiences at scale! Christoph Neut, Vice President at EMEA, Sparkcentral |
View presentation slides | |
11:40 |
Sure Petcare Case Study: Voice of the Employee in a Connected World Sarah Metcalfe, Head of Customer Service, Sure Petcare |
View presentation slides | |
ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE |
|||
12:00 |
Motability Operations Case Study: Values and Behaviours: How to utilise technology to get the basics right Llaura Hughes, Training and Communications Manager, Motability Operations |
View presentation slides | |
12:20 |
Robotics… A brave new world? Darryl Beckford, Head of Digital Experiences, KCOM |
View presentation slides | |
12:40 |
Philips Case Study: What Chatbots can teach you about yourself Laetitia Grammatico, Director of Strategy and Innovation, Philips |
View presentation slides | |
BIG DATA, CUSTOMER INSIGHT AND ANALYTICS |
|||
14:00 |
AutoTrader Case Study: Helping the Automotive industry keep pace with the digital revolution Nick King, Insight Director, Autotrader |
View presentation slides | |
14:20 |
Behaviour Change is broken – let’s fix it together Justin Collinge, Director, Tao Leadership |
View presentation slides | |
14:40 |
Sky Gaming Case Study: Big Data – be a lover not a hater Nicholas Cockerill, Head of Product, Sky Gaming |
View presentation slides | |
CX INNOVATION AND TRANSFORMATION |
|||
15:00 |
Why the latest CX Research spells doom unless these burning issues are tackled Martin Hill Wilson, Founder, Brainfood Consulting |
View presentation slides | |
15:20 |
How to prepare for seamless unified Multilayer Customer Engagement David Rowlands, Director of Customer Success UK & EMEA, 8×8 Lisa Clark, VP of PM FO Contact Centre Products, 8×8 |
View presentation slides | |
EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE |
|||
16:30 |
Portland Broadcast Case Study: VOCE driving the Contact Centre back to the Future Adam Taylor, Sales and Customer Services Director, Portland Broadcasting |
View presentation slides | |
16:50 |
American Express Community Stadium Case Study: The Heart of Contact Centre Performance – How to get people really living your values and driving an innovative Contact Centre experience Nick Brice, Team Brighton Lead, American Express Community Stadium |
View presentation slides | |
17:10 |
Panel Discussion Adam Taylor, Sales and Customer Services Director, Portland Broadcasting Nick Brice, Team Brighton Lead, American Express Community Stadium |
||
HALL 2 AVAILABLE PRESENTATIONS |
|||
Omnichannel Customer Engagement Part One |
|||
11:00 |
Metro Bank Case Study: Creating fans not customers David Craggs, Director of Banking Operations, Metro Bank |
View presentation slides | |
11:20 |
Where does AI sit in your omni-channel journey? Paul White, Director of Customer Engagement, MPL Systems |
View presentation slides | |
11:40 |
The Algorithm will see you now Martin Taylor, CMO Content Guru |
View presentation slides | |
ThE CONTACT CENTRE & THE CUSTOMER JOURNEY |
|||
12:00 |
Three UK Case Study: How do we scratch that itch of today’s connected customer Greg Jenkins, Digital Business Partner, Three |
View presentation slides | |
12:20 |
The Contact Centre & The Customer Journey Charlie Snedden, Head of Pre Sales, Calabrio |
View presentation slides | |
Service Design in the Contact Centre |
|||
14:00 |
JJ Housing Case Study: Driving Improvements through Customer Interaction Kathryn Fox, Head of Operations, JJ Housing |
View presentation slides | |
14:20 |
Barclays Case Study: #LeadershipRocks – Creating a leadership Movement to accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
View presentation slides | |
14:40 |
Panel Discussion Kathryn Fox, Head of Operations, JJ Housing Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
||
Digital Transformation: Automation, Chatbots, Webchat and Virtual Assistants |
|||
15:00 |
Dixons Carphone Case Study: The role of Customer Service Professionals in a Digitally Transformed Environment Jason Roberts, Head of Contact Centre Operations, Dixons Carphone |
View presentation slides | |
15:20 |
Digital Transformation: Automate or Fail? Matt Hooper, SVP Global Marketing, IMImobile |
View presentation slides | |
Omnichannel Customer Engagement Part Two |
|||
16:30 |
4Finance Case Study: Self-Service with Benefits Aija Urbina, Group Head of Customer Care, 4Finance |
View presentation slides | |
16:50 |
Omnichannel Customer Engagement Trends and Opportunities Stuart Mackie, Sales Director Partners & Strategic Solutions UK & Ire, Genesys |
View presentation slides | |
17:10 |
Symnex Case Study: Customer Contact: Transforming the first sixty second Matt Smallman, Co-Founder, Symnex Consulting |
View presentation slides | |
You may also like...
The CX trends that will define 2021...
02nd February 2021
musicMagpie case study: The chatbot requirement tipping...
28th January 2021
Social Media Management: How to do more with less in 2021...
23rd February 2021
Joining the Bots...
Gerry Brown
Enhancing Agent Engagement: 5 WEM Strategies to Drive...
20th November 2020
Future of Work: The Impact on Business, Consumers and...
20th November 2020
The Talkdesk Customer Experience Maturity Model...
15th October 2020
Keep Up To Date - Subscribe To Our Email Newsletter Today
Get the latest industry news direct to your inbox on all your devices.
