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
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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
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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

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

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

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

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

 

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
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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

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

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

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
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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

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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