The AI conference for strategic decision-makers

Transformative ideas for today and tomorrow

 

15 October 2018

Hilton Tower Bridge, Tooley Street, London 

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TechNOVA: AI offers a crucial opportunity to engage with those at the cutting edge of all AI tech, including machine learning, robotic process automation and neural networks. This artificial intelligence conference offers two stages, one focused on customer experience, the other on back-office transformation. Learn how AI will shape your long-term strategy and deliver value to your organisation this October.

Discover Artificial Intelligence

Network with senior leaders across multiple sectors to discover where other industries could provide the blueprint for how your business could change

Spread your team across two stages exploring AI-enabled customer experience and back-office transformation

Be inspired by latest start-ups and innovators to look at how AI is being used to push the boundaries of digital transformation

Understand the latest developments in voice-enabled AI and chatbot tech to give you a window into how your customer experience could be revolutionised

Gain real appreciation for the role that robotic process automation and machine learning can play in driving efficiency in back-office operations and data analysis

Explore how leading companies like A.P. Moller-Maersk, Santander and Sky have implemented working solutions and the steps required for you to follow suit

Speakers

Sam Gyimah MP

Minsiter of State for Universities, Science, Research and Innovation, Department for Business, Energy and Industrial Strategy

Michael Harte, Santander, TechNOVA Speaker

Michael Harte

UK Chief Operating Officer, Santander

James Alexander, Sky, TechNOVA Speaker

James Alexander

Decisioning Director, Sky

Peter Jackson Southern Water, TechNOVA Speaker

Peter Jackson

Chief Data Officer, Southern Water

Adam Bonnifield, Airbus, TechNOVA Speaker

Adam Bonnifield

VP Artificial Intelligence, Airbus

James Poulter, Lego, TechNOVA Speaker

James Poulter

Head of Emerging Platforms & Partnerships, Lego Group

Berian James, AP Moller Maersk, TechNOVA Speaker

Berian James

Head of Data Science and Artificial Intelligence, Maersk

Alberta Soranzo, Lloyds Banking Group, TechNOVA Speaker

Alberta Soranzo

End-to-end Service Design, Lloyds Banking Group

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Agenda

The agenda is broken down to highlight the two different content streams: Customer Experience and Operations & Technology.

Use the toggles below to see your personalised agenda.

  • All Topics
  • Customer Experience
  • Operations & Technology
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AI 2018 Monday, 15 October 2018

09.00

Chair's opening remarks

Keynote opening address

09.10

Envisaging the future of artificial intelligence: a foundation for British industry


  • Customer Experience
  • Operations & Technology

Sam Gyimah MP

Minsiter of State for Universities, Science, Research and Innovation, Department for Business, Energy and Industrial Strategy

Session 1

Creating a strategy for AI development

09.30

Developing your strategy: how do you identify the areas for disruption?

  • Recognising the potential: have we fully understood what AI is capable of?
  • Evaluating the use cases that will have the most impact on the business
  • Using AI-driven analytics to evaluate areas where AI could drive improvement

  • Customer Experience
  • Operations & Technology

James Alexander, Sky, TechNOVA Speaker
James Alexander

Decisioning Director, Sky

09.50

Evaluating your technology approach: where does AI fit?

  • Understanding how AI can be combined with other technologies
  • Marrying AI development with data strategy to guarantee the success of both
  • Establishing priorities for implementation

  • Customer Experience
  • Operations & Technology

Michael Harte, Santander, TechNOVA Speaker
Michael Harte

UK Chief Operating Officer, Santander

10.10

How can you successfully capitalise on AI technology?

Advisory session

  • Customer Experience
  • Operations & Technology
10.30

Panel discussion

Maximising the potential of AI: overcoming the barriers to development

  • How can you identify the tasks to which artificial intelligence is most suited?
  • What are the keys to securing board buy-in?
  • The importance of the right talent: how do you secure the necessary skills?
  • The importance of collaboration: how can AI be leveraged across departmental silos?
  • How can you ensure that AI doesn’t become another silo project?
  • Understanding ROI: how can you ensure AI delivers business value?

  • Customer Experience
  • Operations & Technology

James Alexander, Sky, TechNOVA Speaker
James Alexander

Decisioning Director, Sky

Michael Harte, Santander, TechNOVA Speaker
Michael Harte

UK Chief Operating Officer, Santander

Peter Jackson Southern Water, TechNOVA Speaker
Peter Jackson

Chief Data Officer, Southern Water

Adam Bonnifield, Airbus, TechNOVA Speaker
Adam Bonnifield

VP Artificial Intelligence, Airbus

11.00

Refreshments

Session 2

Customer Experience | Operations & Technology

Customer experience
Operations and technology
11.30

Imagining an AI-enabled customer journey

  • Understanding the power of NLP to unpack unstructured data
  • Recognising the potential to deliver the ultimate in personalised service
  • Automating it all? Identifying when human intervention is still required

  • Customer Experience

Alberta Soranzo, Lloyds Banking Group, TechNOVA Speaker
Alberta Soranzo

End-to-end Service Design, Lloyds Banking Group

11.50

Connecting AI with your existing customer experience

Advisory session


  • Customer Experience
12.10

Case study: Lego Group

AI-enabled self-service

Customer expectations are changing and people are becoming used to solving issues for themselves quickly without needing to speak to customer service personnel. AI has the ability to take this to the next level, allowing the customer to get answers to key questions without ever needing to talk to the human agent. In this presentation, James Poulter will explore how Lego Group has created AI enabled self-service models and how customers have reacted to it. 


  • Customer Experience

James Poulter, Lego, TechNOVA Speaker
James Poulter

Head of Emerging Platforms & Partnerships, Lego Group

12.30

Panel discussion

AI in customer service: the potential and the barriers

  • How will AI create new customer expectations of personalisation?
  • 24/7 customer service: what are the limitations?
  • In what ways could an AI become a service agent’s personal assistant?
  • How do you ensure your chatbot has the right tone of voice?
  • Understanding when a human agent should be handling the query
  • What steps can be taken to smooth the transition from a chatbot to a human agent?

  • Customer Experience

Alberta Soranzo, Lloyds Banking Group, TechNOVA Speaker
Alberta Soranzo

End-to-end Service Design, Lloyds Banking Group

James Poulter, Lego, TechNOVA Speaker
James Poulter

Head of Emerging Platforms & Partnerships, Lego Group

Yvan Goupil, CYBG, TechNOVA Speaker
Yvan Goupil

Head of Customer & Market Insight, CYBG Plc

11.30

Towards the future of operations: the potential of AI

  • The 24/7 and error-free employee: automating back-office processes with risk-tresholds.
  • Delivering AI-driven analytics to leverage automation to expert decision level.
  • How can AI be used to spot new opportunities for operational improvement?
  • How will AI change the role of the data analyst?

  • Operations & Technology

Stig Pederson, TopDanmark, TechNOVA Speaker
Stig Pedersen

Head of Group Machine Learning & Group RPA, Topdanmark

11.50

Envisaging the game-changing impact of robotics on the back-office

Advisory session


  • Operations & Technology
12.10

Case study: Wessex Water

Robotic process automation in practice

Every year, millions of pounds are spent in the maintenance of water and waste pipes; businesses across multiple sectors face similar expenses on time-intensive back-office processes. But what if this could be automated? In this presentation, Julian Britton and Josh Myrans will explain how machine learning works in conjunction with drone video footage to cut errors, time and costs.


  • Operations & Technology

Julian Britton, Wessex Water, TechNOVA Speaker
Julian Britton

Programme Manager, Wessex Water

Josh Myrans, Exeter University, TechNOVA Speaker
Josh Myrans

PhD Researcher, Exeter University

12.30

Case study: A.P. Moller – Maersk

Leveraging AI-driven analytics to transform back-office processes

By using pattern recognition, AI can be incredibly effective at finding inefficiencies in your back-office processes. Using these analytics has the potential to transform businesses and lead to significant cost saving. In this presentation, Berian James will explore how A.P. Møller – Maersk used AI-driven analytics to dig into the back-office processes and identify areas for improvement.


  • Operations & Technology

Berian James, AP Moller Maersk, TechNOVA Speaker
Berian James

Head of Data Science and Artificial Intelligence, Maersk

12.50

Questions


  • Operations & Technology
13.05

Lunch

Session 3

Customer Experience | Operations & Technology

Customer experience
Operations & Technology
14.20

The sympathetic machine: leveraging machine learning to recognise customer emotions

  • How can a machine identify human emotions?
  • Understanding how to respond: when bots can begin to appear human
  • Quitting when you’re ahead: knowing when a chatbot isn’t appropriate

  • Customer Experience
14.40

Case study: Kiwi.com

Imagining the impact of voice-enabled AI on CX

 


  • Customer Experience

Eliska Dockalova, Kiwi.com, TechNOVA Speaker
Eliška Dočkalová

Head of Task Force / Complaints Operations Manager, Kiwi.com

15.00

Moving into the paradigm of AI-powered customer experiences

Advisory session


  • Customer Experience
15.20

Panel discussion

Combining AI, IoT and analytics: towards a CX transformation

  • How can AI-driven analytics give you a more complete picture of the customer?
  • In what ways can machine learning improve personalisation of service?
  • Connecting a chatbot to a voice assistant: will smart speakers become a service channel?
  • To what extent will AI enable more proactive service that pre-empts customer needs?
  • What new opportunities will the combination of AI and IoT create to better service the customer?

  • Customer Experience

Sebastian Steinhauser, Parcelly, TechNOVA Speaker
Sebastian Steinhauser

Chief Executive Officer, Parcelly

Eliska Dockalova, Kiwi.com, TechNOVA Speaker
Eliška Dočkalová

Head of Task Force / Complaints Operations Manager, Kiwi.com

14.20

Developing and scaling an AI program


  • Operations & Technology

Gero Gunkel, Zurich Insurance, TechNOVA Speaker
Gero Gunkel

Group Artificial Intelligence Lead, Zurich Insurance

14.40

Exploring the ethics of AI development

  • Outsourcing human judgement to a machine: what decisions should a machine be making?
  • Understanding the real-world impacts of AI
  • Defining some practical principles for responsible AI

  • Operations & Technology

Anna Metsaranta, Innovate UK, TechNOVA Speaker
Sara El-Hanfy

Innovation Technologist – Machine Learning & Data, Innovate UK

15.00

Understanding the practical implications of AI development

Advisory session


  • Operations & Technology
15.20

Panel discussion

Feeding the machine: creating the right data strategy

  • How can you create a data architecture that is fit for allowing AI to learn?
  • How can you overcome the challenges of data silos?
  • Defining boundaries: how do you decide what data your AI needs?
  • What steps can be taken to avoid biased results?
  • How can you allow an AI to source the data it needs? Is this wise?

  • Operations & Technology

Gero Gunkel, Zurich Insurance, TechNOVA Speaker
Gero Gunkel

Group Artificial Intelligence Lead, Zurich Insurance

Anna Metsaranta, Innovate UK, TechNOVA Speaker
Sara El-Hanfy

Innovation Technologist – Machine Learning & Data, Innovate UK

15.50

Refreshments

Session 4

AI and humans: a hybrid workforce

16.20

Embracing AI: creating the necessary culture

  • Communicating the transformative impact of AI internally
  • Reskilling to allow employees to work effectively alongside robots
  • Encouraging your workforce to use AI to innovate

  • Customer Experience
  • Operations & Technology

Anna Metsaranta, Nordea, TechNOVA Speaker
Anna Metsäranta

Head of Automated Remote Customer Experience, Nordea

16.40

Imagining the role of AI and machine learning in HR

Advisory session


  • Customer Experience
  • Operations & Technology
17.00

Panel discussion

Managing, designing and deploying the workforce of the future

  • Balancing human and robotic skills: how do you decide which is appropriate for each role?
  • In what ways can AI augment human workers?
  • How can you create an effective and respected hierarchy that includes robotic workers?
  • What potential does AI have in board-level decision making?
  • ‘AI can’t do creative work’: are we putting unfair limitations on AI’s potential?
  • Are there any jobs that robots should never do?

  • Customer Experience
  • Operations & Technology

Anna Metsaranta, Nordea, TechNOVA Speaker
Anna Metsäranta

Head of Automated Remote Customer Experience, Nordea

Michael Natusch, prudential, TechNOVA Speaker
Michael Natusch

Global Head of Artificial Intelligence, Prudential

Patrice Slupowski, Orange Group, TechNOVA Speaker
Patrice Slupowski

SVP Digital Innovation, Orange Group

17.30

Chair's closing remarks

17.35

End of conference and drinks reception

TechNOVA Sneak Peek:

The Voice Technology Revolution

Grasping transformation and thriving in a voice-led world

With a market set to be worth $127 billion by 2024, the impact of voice technology is just starting to be realised in customers’ lives – providing frictionless interaction, opportunity for greater brand engagement, and closer and more personal connections with the customer.

As a new paradigm emerges, make sure you’re prepared by tuning into this filmed live webinar.

Filmed webinar | September 12pm – 1pm BST

More hot topics

We want to share with you the most critical trends affecting your industries. Please see below a selection of webinars we have produced which highlight how AI and tech are changing the world we live in.

Automation & AI: The Future of FS

How will AI, machine learning and RPA shake up your industry and change your job? What skills will be needed and how can you prepare for an automated landscape?

  • Forecasting the game-changer: tracking the rise of AI, machine learning and RPA
  • Understanding the opportunities available in your department
  • How is intelligent automation altering the skills agenda?
  • What adaptions need to be made in order to adhere to millennial labour trends?
  • Nurturing innovation: creative the right environment
  • Rolling out automation at scale
Watch now.
The Future of the Contact Centre

Digitising customer experiences: robo-chat, AI and new data.

  • Customer contact in the age of Alexa: the implications ahead
  • How new automation technologies are transforming the contact centre experience
  • The power of AI and machine learning in delivering customer service excellence
  • Computer says no: what processes and characteristics will need to be embedded into robo-chat?
  • What are the limitations of robo-chat? In what contexts should we be using it?
  • What do you do if the customer doesn’t want to use robo-chat? How can you tailor it to the individual?
  • Navigating new data sources: seizing the opportunities for customers
  • Strategies that are key to creating a seamless customer experience
Watch now.
Unlocking the Potential of Blockchain

Unpicking the opportunities and identifying best practice in banking & capital markets

Blockchain is one of the hottest topics in the financial services industry, yet a recent survey found that 82% of bankers report that they don’t understand it. This discussion will demystify how you can unlock its potential, and will showcase best practice, along with strategies for success.

Watch now.
The Future of Work

Have you heard the one about the robot that stole your job? Well the reality is that the future of work is much more than just automation. Gain insight from across different sectors as to how the speed of improvement in AI technology is transforming what is possible, along with how work culture is changing for everyone.

  • From customer support to recruitment: how will AI transform the workplace?
  • To what extent will robotics principally support or replace staff?
  • What skills will be needed in an automated landscape?
  • How might data and analytics transform recruitment, reporting and workflow?
  • How will culture and company structures need to adapt?
  • Forecasting the future of free-lance work: understanding the impact of the gig economy
  • What challenges and opportunities will arise from the gig economy?
  • Maintaining high levels of customer service: ensuring high levels of personalisation
Watch now.

Find out what Google, Admiral Group, Nordea and more have to say about how AI is transforming their industries here.

Alternatively, if you want to find out what Sky’s Decisioning Director has to say about the most exciting AI project he has recently seen, click here.

Sponsors

“The people who come to these events are having the right conversations with the right people.”

Director of Sales Engineering, EMEA, Sitecore

Our attendees tell us their aim is to meaningfully connect with solutions providers. With this in mind, we have created a range of sponsorship opportunities that can help raise your profile and reach the right people.

 

We can tailor any of the following to your needs:
  • Thought-leadership sessions
  • Hospitality packages
  • Exhibition space
  • On-site event branding
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Who attends TechNOVA

Start Up rate application

If your organisation is a start up at seed stage, has <£2 million in annual revenues, and has been in business <3 years, you can apply for the Start Up rate of £350.*

Tickets

All tickets include:

1 day conference pass, lunch & refreshments and a drinks reception

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Venue

Hilton Tower Bridge, London

Hilton Tower Bridge

5 More London Place, Tooley Street, London SE1 2BY

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