Knowledge - Insights: Presentation Slides
AVAILABLE PRESENTATIONSPlenary KEYNOTES |
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09:10 |
BT Case Study: Opening Keynote: The Autonomous Customer 2020 Nicola Millard, Head of Customer Insight & Futures, BT |
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09:35 |
RWE npower Case Study: Transforming Customer-focused Operations Chris Thewlis, Chief Operating Officer, npower |
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10:00 |
Virgin Holidays Case Study: Transforming our Customer Centre Luke Squires, Head of Customer Centre & Sales Engagement, Virgin Holidays |
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HALL 1 AVAILABLE PRESENTATIONS |
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HALL 1: AI AUTOMATION AND SELF SERVICE |
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11:00 |
AI and Agents: Transforming Customer Experience Koby Ademume, EMEA Marketing Director, NICE inContact |
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11:20 |
Motability Operations Ltd. Case Study: Virtual vs. Human Interaction: Is Omnichannel really the right thing? Llaura Hughes, Communications & Development Team Manager, Motability Operations |
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11:40 |
Chatbots: Why They Fail, Best Practices, and At-Scale Success Stories Stephen Kennedy, Head of EMEA Pre-Sales, eGain |
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HALL 1: CUSTOMER INSIGHT AND ANALYTICS |
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12:00 |
Vodafone Case Study: How can we Enable Customer Success in a Digital World? Jason Hendrey, Global Head of Commercial & Service Management, Vodafone Business |
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12:20 |
Real Stories, Real Customer Success and How They Got There with AI Fueled Speech Analytics Mark Lockyer, Sales Director UK & EMEA, CallMiner |
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12:40 |
Sky Case Study: No Bots, No Cost – The Contact Centre as a CX Hub Nick Macfarlane, Head of Customer Experience, Sky Spain |
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HALL 1: CONTACT CENTRES: THE CX AND THE EX |
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14:00 |
Employee Engagement: The Secret Ingredient Your CX is Missing Garry Ovenell, Head of Solution Consulting, Talkdesk |
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14:20 |
Co-op Case Study: Transforming Business Services: It’s What We Do Adrian Morely, Change Manager, Co-op |
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14:40 |
From Contact Centre to Experience Centre – Reaping the Benefits Jagrit Malhotra, Managing Director, Clarabridge |
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HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO |
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15:00 |
Marks & Spencer Case Study: Ava: Conversational Experiences Delivered Bogdan Grigorescu, AI Platform Manager, Marks and Spencer |
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15:20 |
How Cloud Telephony is Enabling the Future Contact Centre Workforce Justin Powell, Development Director, NFON |
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15:40 |
Beauty Bay Case Study: Tech first strategy for Customer Service whilst retaining the importance of a personal customer journey. Gavin Scott, Head of Customer Service, Beauty Bay |
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HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO |
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16:30 |
Liberty Mutual Insurance Case Study: Voice Enabled Virtual Assistants are Transforming the Traditional Call Centre Laura Macfarland, Software Technologist, Liberty Mutual Insurance Chris Gormley, Software Technologist, Liberty Mutual Insurance |
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16:50 |
Bought By Many Case Study: Listening to customers and colleagues alike to become the UK’s most Trusted Pet Insurer Alexander King, Head of Customer Service, Bought By Many |
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HALL 2 AVAILABLE PRESENTATIONS |
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HALL 2: CX INNOVATION AND TRANSFORMATION – PART ONE |
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11:00 |
The Guardian Case Study: Insurgent CX: how to champion your customers in organisations that are not customer centric Ben Lappin, Director, Retention & Customer Experience, Guardian News & Media |
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11:20 |
How putting employees first will save the (Customer Service) world Ed Creasey, Director of Presales, Calabrio |
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11:40 |
Share UK Case Study: CX Excellence at the Share Centre Mary Cope, Head of HR, Learning and Development, The Share Centre Gavin Morden, Head of Customer Services, The Share Centre |
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HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART ONE |
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12:00 |
Where Brand Loyalty, Emotional Intelligence & Technology Coincide Neil Titcomb, Managing Director UKI, Odigo |
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12:20 |
Microsoft Case Study: Technology, Customers and Colleagues Andrew McGuigan, Director of Advocate & Engineer Engagement, Microsoft |
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12:40 |
Agents of Change and the Multilingual Hub Edmund Ovington, VP Global Channel & Alliances, Unbabel Paula Kennedy-Garcia, Vice President, Concentrix |
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HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART TWO |
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14:00 |
Micro Scooters UK Case Study: Putting the Customer at the Centre – How Micro Scooters set out to Genuinely Help its Customers Ben Gibson, Managing Director, Micro Scooters UK |
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14:20 |
KBC Bank Ireland Case Study: Developing our future colleagues Bob Stella, Operational Effectiveness Manager, KBC Bank Ireland |
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14:40 |
Ernst & Young Case Study: Seven steps to operations heaven in the contact centre Susanne Vanner, Partner, Ernst & Young LLP |
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HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE |
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15:00 |
Centrica Case Study: Barriers and Opportunities to the Delivery of Customer Experience Patricia Sanchez-Diaz, Customer Experience Lead, Senior Manager, Centrica |
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15:20 |
Booking.com Case Study: Collaborating with our Supply Partners to improve CX Ian Naylor, Head of Customer Operations Excellence, Booking.com |
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15:40 |
Bupa Global Case Study: The DNA of Customer Experience – How to Culture Shift a Global Organisation Adam Corfield, MI Manager, Operational Excellence, Bupa Global |
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HALL 2: CUSTOMER AND EMPLOYEE ENGAGEMENT |
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16:30
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Census Life Case Study: Recognising talent from ‘behind the walls’ Richard Rowley, Managing Director, Census Life Nicola Whitbread, Operations Manager, Census Life |
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16:50 |
Trouble at t’ mill Gerry Brown, Chief Customer Rescue Officer, The Customer Lifeguard |
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