Knowledge - Insights: Presentation Slides

 

HALL 1 AVAILABLE PRESENTATIONS

Plenary

09:10

Chat, Tap, Talk: How Customer Trends are Shaping the Future Contact Centre
Dr Nicola Millard, Head of Customer Insight & Futures, BT
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09:35

Microsoft Case Study: Mindset, People, Tech and Transformation
Andrew McGuigan, Worldwide Customer Service Strategy Leader, Microsoft

10:00

The Past, Present and Future of the UK Contact Centre Industry
Steve Morrell, Managing Director, ContactBabel
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omnichannel Customer Engagement Part Two

11:00

Belron Case Study: Lao Tzu’s Customer Journey – A Step by Step Guide to the First 1000 Miles of Omnichannel
Sean McMahon, Customer Contact Digital Solutions Manager, Belron® International
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11:20

How to Solve The Omni-Channel Customer Engagement Conundrum
Matt Hooper, SVP Global Marketing, IMImobile
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11:40

Direct Line Group Case Study: Their Journey to a Successful AI Implementation
David Rowley, Artificial Intelligence Programme Manager, Direct Line Group
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Artificial Intelligence & Robotics in the Contact Centre

12:00

Three UK Case Study: Using Insight to Improve the Customer Journey
Peter Finding, Partner, Taylor Vinters
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12:20

Beyond the Hype: Contact Centre AI That Works
Linda Yeardley, Digital Transformation Director, eGain
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12:40

A Practical Guide to AI-powered Support
Simon Johnson, General Manager, Freshworks UK
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BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

14:00

Three UK Case Study: Using Insight to Improve the Customer Journey
Barry Shields, BPO Partner Manager, Three UK
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14:20

UK Consumers won’t spend with brands they don’t trust
Tony Smith, Sales Director, PCI Pal 
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14:40

Kent College Pembury Case Study: Using Creativity to Improve the Customer Experience
Sascha Evans, Director of External Relations, Kent College Pembury

CX INNOVATION AND TRANSFORMATION

15:00

Co-Op Case Study: How to Position the Contact Centre as a Strategic Asset
Adrian Morley, Change Consultant, The Co-Op
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15:20

Four Predictions for Future Proofing Your Contact Centre
Charlie Snedden, Head of Solutions Consulting, Calabrio
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15:40

AutoTrader Case Study: Digital Excellence – An Easier More Enjoyable Purchase Journey
Nick King, Insight Director, Autotrader
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Omnichannel Customer Engagement Part Two 

16:30

Should We Be Fanatical About Service?
Jo Kirkham, Head of Fan Experience, Liverpool FC

16:50

Sun Finance Group Case Study: Automation or Human Effort. What to Choose?
Zane Rudovska, Head of Customer Care & Sales, Sun Finance Group
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HALL 2 AVAILABLE PRESENTATIONS

The Contact Centre & The Customer Journey

11:00

Augmented Customer Interaction: Data at the Heart of Your Contact Centre
Mercedes Barbuti, Sales Director, Diabolocom
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11:20

The Future of the Contact Centre: Messaging, Automation & WhatsApp
Ido Bornstein-HaCohen, CCO, Conversocial

11:40

The Service Desk Institute Case Study: Happiness As A Service
Scarlett Bates, Industry Analyst, The Service Desk Institute
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Multichannel Contact Centre of the Future 

12:00

How to Become a CX-centric Enterprise
Gerry Brown, Head of Marketing, IDC
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12:30

Metro Bank Case Study: Supporting Users of Digital Banking Services
David Craggs, Director of Banking Operations, Metro Bank
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Chatbots, Webchat and Virtual ASSISTANTS

14:00

Motability Operations Case Study: A Virtual Workforce – Developing Customer Interaction Through Technology
Llaura Hughes, Communications & Development Team Manager, Motability Operations
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14:20

Making AI and Chatbots Work for You: Real Examples of How AI can be Combined with Human Agents
Paul White, Director of Customer Engagement, IFS World
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14:40

Shop Direct Case Study: Transforming Customer Service from a Dusty Catalogue Business to a Modern Online Retail Giant
Mark Billingham, Group Customer Operations Director, Shop Director

Evolution of VOC & VOE in the Contact Centre

15:00

VOC & VOE: Separated at Birth – Reunited by a Common Purpose
Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
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15:20

8×8 takes a look at the evolution of VOC and VOE in the Contact Centre
Chris Angus, SMB Sales Director, 8×8

15:40

Evolving VoE and VoC in the Contact Centre at Fidelity
Richard Atkins, Head of Pension Services, Fidelity International
Trish Roberts, UK Voice of the Client Manager, Fidelity International

Service Design in the Contact Centre 

16:30

Empowering Contact Centres with Automation and Data Driven Dashboards
James Sandberg, Founder, Customer Devoted
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16:50

N Brown Case Study: The Changing Role of Contact Centres Within Our Organisations
Ian Webber-Rostron, Head of Outsourcing and International, N Brown
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