Knowledge - Insights: Presentation Slides

AVAILABLE PRESENTATIONS

Plenary KEYNOTES

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

HALL 1: AI AUTOMATION AND SELF SERVICE

11:00

AI and Agents: Transforming Customer Experience
Koby Ademume, EMEA Marketing Director, NICE inContact

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

HALL 1: CUSTOMER INSIGHT AND ANALYTICS

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

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

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

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

HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO

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

HALL 2: CX INNOVATION AND TRANSFORMATION – PART ONE

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

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

HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART TWO

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

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

HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE

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

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

16:30

 

Census Life Case Study: Recognising talent from ‘behind the walls’
Richard Rowley, Managing Director, Census Life
Nicola Whitbread, Operations Manager, Census Life

16:50

Trouble at t’ mill
Gerry Brown, Chief Customer Rescue Officer, The Customer Lifeguard
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