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