Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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Plenary |
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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 |
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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 |
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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 |
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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 |
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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 |
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CX INNOVATION AND TRANSFORMATION |
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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 |
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16:30 |
Should We Be Fanatical About Service? Jo Kirkham, Head of Fan Experience, Liverpool FC |
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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 |
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The Contact Centre & The Customer Journey |
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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 |
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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 |
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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 |
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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 |
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Evolution of VOC & VOE in the Contact Centre |
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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 |
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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 |
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Service Design in the Contact Centre |
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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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