Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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Plenary |
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09:10 |
Botman vs. SuperAgent: The epic struggle to save Customer Experience Dr Nicola Millard, Head of Customer Insight & Futures, BT |
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MULTICHANNEL CONTACT CENTRE OF THE FUTURE |
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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 |
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11:20 |
Sparkcentral enables effortless Customer Experiences at scale! Christoph Neut, Vice President at EMEA, Sparkcentral |
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11:40 |
Sure Petcare Case Study: Voice of the Employee in a Connected World Sarah Metcalfe, Head of Customer Service, Sure Petcare |
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ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE |
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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 |
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12:20 |
Robotics… A brave new world? Darryl Beckford, Head of Digital Experiences, KCOM |
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12:40 |
Philips Case Study: What Chatbots can teach you about yourself Laetitia Grammatico, Director of Strategy and Innovation, Philips |
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BIG DATA, CUSTOMER INSIGHT AND ANALYTICS |
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14:00 |
AutoTrader Case Study: Helping the Automotive industry keep pace with the digital revolution Nick King, Insight Director, Autotrader |
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14:20 |
Behaviour Change is broken – let’s fix it together Justin Collinge, Director, Tao Leadership |
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14:40 |
Sky Gaming Case Study: Big Data – be a lover not a hater Nicholas Cockerill, Head of Product, Sky Gaming |
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CX INNOVATION AND TRANSFORMATION |
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15:00 |
Why the latest CX Research spells doom unless these burning issues are tackled Martin Hill Wilson, Founder, Brainfood Consulting |
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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 |
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EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE |
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16:30 |
Portland Broadcast Case Study: VOCE driving the Contact Centre back to the Future Adam Taylor, Sales and Customer Services Director, Portland Broadcasting |
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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 |
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17:10 |
Panel Discussion Adam Taylor, Sales and Customer Services Director, Portland Broadcasting Nick Brice, Team Brighton Lead, American Express Community Stadium |
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HALL 2 AVAILABLE PRESENTATIONS |
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Omnichannel Customer Engagement Part One |
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11:00 |
Metro Bank Case Study: Creating fans not customers David Craggs, Director of Banking Operations, Metro Bank |
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11:20 |
Where does AI sit in your omni-channel journey? Paul White, Director of Customer Engagement, MPL Systems |
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11:40 |
The Algorithm will see you now Martin Taylor, CMO Content Guru |
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ThE CONTACT CENTRE & THE CUSTOMER JOURNEY |
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12:00 |
Three UK Case Study: How do we scratch that itch of today’s connected customer Greg Jenkins, Digital Business Partner, Three |
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12:20 |
The Contact Centre & The Customer Journey Charlie Snedden, Head of Pre Sales, Calabrio |
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Service Design in the Contact Centre |
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14:00 |
JJ Housing Case Study: Driving Improvements through Customer Interaction Kathryn Fox, Head of Operations, JJ Housing |
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14:20 |
Barclays Case Study: #LeadershipRocks – Creating a leadership Movement to accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
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14:40 |
Panel Discussion Kathryn Fox, Head of Operations, JJ Housing Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
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Digital Transformation: Automation, Chatbots, Webchat and Virtual Assistants |
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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 |
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15:20 |
Digital Transformation: Automate or Fail? Matt Hooper, SVP Global Marketing, IMImobile |
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Omnichannel Customer Engagement Part Two |
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16:30 |
4Finance Case Study: Self-Service with Benefits Aija Urbina, Group Head of Customer Care, 4Finance |
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16:50 |
Omnichannel Customer Engagement Trends and Opportunities Stuart Mackie, Sales Director Partners & Strategic Solutions UK & Ire, Genesys |
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17:10 |
Symnex Case Study: Customer Contact: Transforming the first sixty second Matt Smallman, Co-Founder, Symnex Consulting |
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