Join the digital customer revolution

3-4 July 2018

etc.venues St Paul’s, London

attendees

companies

speakers

stages

We live in a world connected by technology with the digital customer at its heart, and TechNOVA: Connected Customer is the ticket to understand how that will affect your business.  This event will look across all sectors to explore how connected technology, artificial intelligence and the Internet of Things is changing the expectations around customer experience and marketing and how to react and succeed.

FutureTech Stage

Experience the future technologies shaking up your business:

  • Artificial intelligence
  • Connected homes
  • The Internet of Things
  • Voice Technology
  • Blockchain
CX Leaders Stage

Perfect your techniques with presentations looking at:

  • Brand reputation management
  • Personalisation
  • User experience design
  • Contact centres
  • Multi-channel customer journeys
Marketing & Data Stage

Explore the latest developments in:

  • Personalised marketing
  • Programmatic strategy
  • The future of content
  • Data strategy
  • Insight and analytics
  • Turning data into insight

“Very informative, thought-provoking event providing an opportunity to learn across industries”

“This is without question the best customer experience event. Well worth taking two days out of the office to hear from experts across sectors. I have come away with lots of useful, practical ideas that I can build directly into our strategy”

“A wonderful opportunity to gain insight into the future and how best to equip yourself as an organisation to emvrace it for the benefit of your customers’ experiences. Great platform for making genuinely useful contacts”

Who you’re going to meet this year

Speakers

Ian Edwards Facebook

Ian Edwards

Planning Director, Facebook

Paul Kanareck ITV - Connected Customer

Paul Kanareck

Managing Director Online, ITV

Caroline-Ambrose-Barclays

Caroline Ambrose

Regulatory Implementation Director, Barclays Bank

Lee Noon LV=

Lee Noon

Digital Director, LV=

Finnbar Cornwall Google

Finnbar Cornwall

Industry Head, Travel, Google

Vincent-Gillet Hertz

Vincent Gillet

VP, Marketing International, Hertz

Rachel Hawkes Tui

Rachel Hawkes

Global Head of Social, Tui

Sophie Dufouleur

Sophie Dufouler

Content & Social Media Group Manager, Nestle Nespresso Switzerland

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Programme

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Day 1 Tuesday, 3 July 2018

Day Two Wednesday, 4 July 2018

09.00

Welcome address

09.05

Chair’s opening remarks - Simon Fraser, Senior Director of Customer Success, InMoment

Session 1

Revisiting your customer relationship in a connected world

09.10
Opening Keynote Address

Easy come, easy go: The disruption of loyalty?

Customers are more in control than ever before. Digital has transformed the purchase journey and market saturation is common. Even legislative changes are encouraging customers to shop around. With competition just a scroll, click or voice command away, customer retention has never been more important. As a result, brands need to establish new value amongst their audiences in order to drive loyalty. But what is deemed ‘value’ in this environment and how can new technologies help? In this talk, Ian Edwards, Planning Director at Facebook, discusses how technology is augmenting relationships between brands and customers and why the future of loyalty is centred on relevant and meaningful one to one interactions, at scale.


Ian Edwards Facebook
Ian Edwards

Planning Director,
Facebook

09.30
Blurring industry lines: moving to a world of platforms and open APIs

Traditionally banks have been banks and retailers have been retailers; companies have by and large stuck to their one sector. But in a world of open APIs, this tradition is changing as business are able to plug into datasets that allow them to offer multiple products and services, regardless of their traditional industry. In this session, Caroline Ambrose will look at how this revolution is beginning to take hold and how, especially in the banking sector, businesses need to move fast to keep up.


Caroline-Ambrose-Barclays
Caroline Ambrose

Regulatory Implementation Director,
Barclays Bank

09.50
Defining your strategy in a connected world

Smart devices, AI-driven customer service, social media; the connected world is all around us and we interact with it individually every day. But how can businesses begin to take advantage of this new digital world? In this session, Paul Kanareck will explore how leaders can begin to narrow and define their digital strategy in this connected world by picking the right efforts and matching them to your customers and wider strategic goals.


Paul Kanareck ITV - Connected Customer
Paul Kanareck

Managing Director Online,
ITV

10.10
Connecting technology with customer experience

Businesses have long been obsessed with customer experiences, but how can technology help begin to take this to another level? In this session, InMoment will present alongside two clients who will explore how embedding the latest technology has helped them transform their customer experience and how the customer has reacted.

 


speaker-placeholder
Senior

Representative,
InMoment

10.30
Panel Discussion

Embracing the connected customer revolution

  • What opportunities do new technologies bring to deliver new and exciting customer interactions?
  • Which new technologies are likely to have the most impact?
  • How is consumer behaviour set to change in a connected world?
  • Choosing the right strategy: understanding your strengths and position in the value chain
  • How dominant a role are the GAFA tech titans likely to play?
  • How will the relationship between brands and their customers be affected?
  • How can you create a company culture of creativity and experimentation to leverage new opportunities?
  • How important is allowing people to fail?

Caroline-Ambrose-Barclays
Caroline Ambrose

Regulatory Implementation Director,
Barclays Bank

Hetal Popat, HSBC
Hetal Popat

Programme Director and Head, PSD2 and Open Banking,
HSBC

Ian Edwards Facebook
Ian Edwards

Planning Director,
Facebook

Paul Kanareck ITV - Connected Customer
Paul Kanareck

Managing Director Online,
ITV

11.00

Refreshments

Session 2

Understanding AI | Reputation in the digital age | Using connected devices to drive personalisation

FUTURETECH | Understanding AI – a deep dive into a disruptive technology
CX LEADERS | Understanding reputation in the digital age – cultivating a strong brand
DATA-DRIVEN MARKETING | Marketing on the move: using connected devices to drive personalisation
11.35
AI 101: what does artificial intelligence really mean?
  • Machine learning, deep learning or cognitive computing: how do they differ?
  • How will AI change the world around us?
  • What other technologies rely on AI development?

Carly Sutherland Royal Bank of Scotland Connected Customer
Carly Sutherland

Artificial Intelligence, Personal Banking,
Royal Bank of Scotland

11.55
Machine learning in practice: understanding the possibilities
  • Fuelling advanced data analytics using machine learning
  • Understanding the role of self-improving robotic process automation in driving efficiency
  • Developing chatbots: the next stage in customer contact

Dougie Anscombe Stephen
Dougie Anscombe-Stephen

Digital Innovation Lead,
London Luton Airport

12.15
AI’s impact in customer experience

A rewarding customer journey involves precise responses delivered to customers in a timely manner. In this session, Mark Smith will look at how AI and automation could have serious significance in streamlining the customer experience and deliver real value to customers.


Mark K Smith ContactEngine
Mark K Smith

Chief Executive Officer,
Contact Engine

12.35
Panel Discussion

Analysing the impact of AI-enabled technologies: how much disruption can we expect?

  • How much of a connected customer’s life will be controlled by AI in the near future?
  • In what ways will AI create new customer expectations? Are businesses prepared?
  • To what extent will AI-enabled prediction become an integral part of customer offerings?
  • Using the new technology internally: what departments are most likely to be affected first?
  • Are customer contact centres set for an AI revolution?
  • How far could operational processes be automated to improve efficiency?
  • When will AI tech become integral part of day-to-day life?

Carly Sutherland Royal Bank of Scotland Connected Customer
Carly Sutherland

Artificial Intelligence, Personal Banking,
Royal Bank of Scotland

Dougie Anscombe Stephen
Dougie Anscombe-Stephen

Digital Innovation Lead,
London Luton Airport

Mark K Smith ContactEngine
Mark K Smith

Chief Executive Officer,
Contact Engine

11.35
Defining your brand for tomorrow’s world
  • Understanding changing customer sentiment: ensuring your brand keeps up
  • Is embracing new technology critical to maintaining a strong brand?
  • Leveraging the power of reputation in a social media world: a new age in word-of-mouth

Lee Noon LV=
Lee Noon

Digital Director,
LV=

11.55
Engaging with the new digital town square: reviews, social media and aggregators
  • The power of online reviews: understanding the role of unstructured feedback in reputation management
  • Creating an effective social media strategy to engage the modern customer
  • Going viral: is it a blessing or a curse?
  • How is the role of online aggregators changing the nature of competition?

Rachel Hawkes Tui
Rachel Hawkes

Global Head of Social,
Tui

12.15
Exploring best practice in online reputation management
  • Understanding the future developments in the digital space
  • Engaging with a changing world: why is reputation important
  • Discovering the techniques used to help control your reputation

Anthony-Gaskell-reputation-photo
Anthony Gaskell

Director,
Reputation.com

12.35
Panel Discussion

Brand strategy in light of a channel explosion: analysing the impact

  • Multiple channels with multiple interfaces: how can a cohesive brand strategy be maintained?
  • Feedback and opinions on multiple channels: what steps can be taken to truly understand your brand reputation?
  • Does every channel work for your brand? How do you decide what fits your strategy?
  • What opportunities could new technology open up for brand strategy?

Lee Noon LV=
Lee Noon

Digital Director,
LV=

Rachel Hawkes Tui
Rachel Hawkes

Global Head of Social,
Tui

Anthony-Gaskell-reputation-photo
Anthony Gaskell

Director,
Reputation.com

11.35
Developing a marketing strategy for a connected world: embracing the modern customer

• Is personalisation now a prerequisite of successful marketing?
• Wearables, geolocation data and the Internet of Things: understanding the potential
• Is there a point where marketing can become too personal or even invasive?


11.55
From consumer insight to personalised content

Personalisation is a critical marketing tool in the connected world. But bad personalisation can be terminal for your marketing strategy. In this session, Sophie Dufouler will explore how personalisation starts with consumer insight and how to go from understanding your audience to personalising content for them.


Sophie Dufouleur
Sophie Dufouler

Content & Social Media Group Manager,
Nestle Nespresso Switzerland

12.15
Delivering a personalisation strategy

In the modern world, personalisation is being easier and therefore more expected than ever before and businesses across multiple industries want guidance on strategy. This session gives the opportunity to speak to the audience about how to drive an effective personalisation strategy.


12.35
Panel Discussion

Driving the future of personalised marketing: what opportunities do new data sources open up?

  • A world full of sensors: what new data sources exist?
  • How can new types of data allow for new types of campaigns?
  • To what extent do health trackers represent an opportunity for marketers?
  • Will the IoT truly create markets of one?
  • Is all data useful? At what point have you collected too much data?
  • When does the expense outweigh the improvement in experience? How far do businesses really need to go?

Sophie Dufouleur
Sophie Dufouler

Content & Social Media Group Manager,
Nestle Nespresso Switzerland

Emil Bielski iProspect
Emil Bielski

Chief Strategy Officer,
iProspect

Spencer-Conway
Spencer Conway

Head of digital and Immersive,
The Moment

13.05

Lunch

Session 3

Opportunities of the smart home | An evolving channel mix | Digital Advertising

FUTURETECH | Seizing the opportunities of the connected home
CX LEADERS | Embracing an evolving channel mix
DATA-DRIVEN MARKETING | Digital advertising: driving success in a complex world
14.20
From connected devices to a connected home: creating an interoperable ecosystem
  • Driving uptake of smart devices: articulating the benefits to customers
  • Building an ecosystem: creating cross-device standards to allow interoperability
  • The power of a fully connected home: towards an automated and personalised home experience

Chris Russell Tonik Energy
Chris Russell

Managing Director,
Tonik Energy

14.40
From connected homes to safe homes: seizing the insurers’ opportunity

With the connected home offering the ultimate level of connectivity with your customer, the challenge is how to turn that into real value for them and not just for the business. In this session, Cecilia Sevillano will explore how smart home technology can generate a deeper feeling of safety and reassurance amongst homeowners and how insurers are able to play a role in that change.


Cecilia Sevillano Swiss Re
Cecilia Sevillano

Head of Smart Homes Solutions,
Swiss RE

15.00
Analysing the impact of a connected home

Smart homes have the potential to transform the relationship between business and customer. This session offers the chance to talk to businesses about how to take advantage of this and drive their strategy effectively to take advantage.


15.20
Panel Discussion

How can the connected home help you understand your customer?

  • How important will the connected home become in your customers’ lives?
  • How do you create a personalised home experience for the connected customer?
  • What new data can the connected home give you on your customer?
  • What are the boundaries for personal data collection from home devices?
  • How can non-device makers engage with the connected home experience?
  • To what extent will connected appliances be initiating transactions on behalf of the customer? How can brands engage with this change?

Chris Russell Tonik Energy
Chris Russell

Managing Director,
Tonik Energy

Michael Jary Verve
Michael Jary

Managing Director,
Verv

Stefaan de Kezel, Programme Director, Innovation and Smart Synergies, Ageas
Stefaan de Kezel

Director Innovation,
Ageas Insurance

Cecilia Sevillano Swiss Re
Cecilia Sevillano

Head of Smart Homes Solutions,
Swiss RE

14.20
More channels than ever before: responding to the new connected customer journey
  • Evolving with the technology: deciding what works for your customers
  • Creating new experiences: how do you decide what is appropriate for each channel?
  • Towards a seamless journey: creating consistency across devices

Katrina King
Katrina King

Director of Customer Value and Experience,
Direct Line Group

14.40
Case Study: Hertz

Digitalising your experience for the connected customer

A number of businesses have talked about creating an experience for the connected customer, but not made the moves. This is not the case at Hertz, who over the next year will be digitalising the end-to-end journey with the connected customer in mind. In this session, Vincent Gillet will explain how they are doing that and how this could have an impact on the future of transport and mobility.


Vincent-Gillet Hertz
Vincent Gillet

VP, Marketing International,
Hertz

15.00

Your language is the soul of your digital CX journey

Many businesses have spent time and money creating connected digital experiences, but ignoring the language used is like investing in the stage and set for a play without writing a script. In this session, Emma Keens will explore how consistent use of language can be the glue that holds a digital journey together.


speaker-placeholder
Emma Keens

Senior Writer,
The Writer

15.20
Panel Discussion

Creating a seamless connected customer journey: is this the CX holy grail?

  • Is omnichannel important? Is multi-channel enough in some cases?
  • How do you connect new devices into your existing channel strategy?
  • To what extent do experiences change from channel to channel? How do you design an omnichannel experience around this?
  • The data silo issue: what advancements will new technology bring?
  • How can personalisation be made more sophisticated as the customer journey progresses?

Vincent-Gillet Hertz
Vincent Gillet

VP, Marketing International,
Hertz

Anand Sampat c2c
Anand Sampat

Head of Customer Experience,
c2c

Katrina King
Katrina King

Director of Customer Value and Experience,
Direct Line Group

speaker-placeholder
Emma Keens

Senior Writer,
The Writer

14.20

Engaging with a changing content marketing landscape

  • Becoming a publisher in your own right: how do corporates have to change their content strategy?
  • Understanding why new content such as audio and video is rising in popularity
  • Keeping up with customer choices: ensuring your content strategy keeps up with the latest consumption trends

Tim Spira Investec
Timothy Spira

Global Head of Digital Content,
Investec

14.40
Keeping control of programmatic: navigating an expanding digital landscape
  • Evaluating and measuring the success of your existing strategy
  • TV, voice-controlled devices and wearable screens: creating an effective plan for new types of programmatic media
  • Understanding where your ads are appearing: is your brand image being compromised?

Adam Chorley Conde Nast
Adam Chorley

Programmatic Account Director,
Condé Nast

15.00
Delivering effective programmatic advertising

Programmatic advertising is incredibly important in the modern world, but delivering effectively is difficult in a world populated by devices. This session offers the chance to talk about what techniques can be used to ensure success and what technology can help


15.20
Panel Discussion

Overcoming the barriers to effective digital advertising: what does the future hold?

  • What is a bigger concern: ad fraud or ad blocking?
  • Collaboration and verification: how can the industry combat ad fraud?
  • Managing the browsing experience: why have ad-blockers become so prevalent?
  • Strategies for success: what can publishers do to combat these threats?

Adam Chorley Conde Nast
Adam Chorley

Programmatic Account Director,
Condé Nast

Tim Spira Investec
Timothy Spira

Global Head of Digital Content,
Investec

Andrew Hayward The Guardian
Andrew Hayward-Wright

Head of Programmatic Solutions,
The Guardian

Zack Sullivan

Director of Operations and Marketing,
Future plc

15.50

Refreshments

Session 4

Voice-driven experiences | Taking the next steps in personalised service

FUTURETECH | Voice-driven experiences – a new paradigm for customer interactions
CX LEADERS | Taking the next steps in personalised service
16.20
Case study 

The rise of smart speakers: creating a new customer experience

How does voice tech change the nature of user experience? That is the question posed by building an Alexa skill for all businesses but one that many have begun to overcome. This case study will look at how they developed a specific experience for a brand new device that delivered value for the customer.


16.40
Developing a rewarding voice-based experience

• Understanding what customers want from VoiceTech: what services can be delivered?
• Taking the first steps: how do you develop effectively at speed?
• Articulating the value for customers: how do you encourage uptake in a fledgling market?


Rami Thabet RBC
Rami Thabet – Royal Bank of Canada

Vice President, Mobile,
Royal Bank of Canada

17.00
Understanding the power of voice in customer experience

Unlike any other technology, voice offers the chance to entirely change the way that customers interact with their most valued brands. This session offers the chance to explain how to take advantage of voice tech and what type of experience can be delivered.


17.20
Fireside Chat

Towards a voice-controlled world: harnessing the potential

  • How will businesses have to change their customer strategies to engage with the voice-driven revolution?
  • Enabling a hands-free experience: what opportunities does this open up?
  • Connecting AI, VR and voice: how do new technologies work together to drive success?
  • When will voice-controlled smart speakers become the hub for activity in the home?
  • Will Siri or Alexa become the lifestyle portal of choice for customers?
  • How important is voice technology to the growth of the connected car?

Rami Thabet RBC
Rami Thabet – Royal Bank of Canada

Vice President, Mobile,
Royal Bank of Canada

16.20
The impact of the personal touch: making interactions truly individual
  • Treating each customer as an individual: moving beyond simple segmentation
  • Balancing new technology with the human element to deliver the ideal personalised experience
  • Understanding your customer base: do all customers need the same levels of personalised service?

Oliver Davies UKTV
Oliver Davies

Head of Digital Products,
UKTV

16.40
Integrating the digital with the physical: the hybrid revolution

• Understanding the continued role of the offline experience: why do customers still care?
• Starting a digital revolution in the offline world: how will experiences be transformed?
• IoT, augmented reality and AI: what does the future hold for the physical store?

 


Lenner-de-Jong-citizenM
Lennert de Jong

Commercial Director,
CitizenM Hotels

17.00
Advisory session

speaker-placeholder
Senior

Representative,
Confirmit

17.20
Panel Discussion

Delivering personalisation that customers really want

  • Starting from a customer-centric view: how do you evaluate what levels of personalisation the customer is looking for?
  • Evaluating the impact of the IoT: will new technology allow more valuable personalisation to the customer?
  • Smart personalisation: how can you ensure your experience avoids feeling overly intrusive?
  • Recognising the changing nature of data protection: will it become harder to personalise?
  • A world controlled through a lifestyle portal: how do you ensure your brand will still be associated with personalised offerings?
  • How important will it become to deliver personalised services that the customer doesn’t yet know they want?

Lenner-de-Jong-citizenM
Lennert de Jong

Commercial Director,
CitizenM Hotels

Oliver Davies UKTV
Oliver Davies

Head of Digital Products,
UKTV

17.50

Chair’s closing remarks and drinks reception

09.00

Chair's opening remarks

Session 5

The Internet of Things | User experience in a connected world

FUTURETECH | The Internet of Things – envisioning connectivity on-the-go
CX LEADERS | Embracing the design challenge – user experience in a connected world
09.05
Personal experiences for the on-the-go customer: from wearables to connected cars
  • Understanding the opportunities of wearables: creating always-on personal experiences
  • Evaluating the importance of the connected car: how do you create an experience that is personal but safe?
  • Augmented reality headsets: why did Google Glass fail and are we set for resurgence?

Jonny Voon Innovate UK
Jonny Voon

Lead Technologist, IoT,
Innovate UK

09.25
Case Study | La Poste

Connecting smart cities, homes, people and their health

The Internet of Things has the chance to connect more parts of customer’s lives than ever before. With smart cities and homes, people have more insight into the world around them than ever before. In this session, David de Amorim will explore home this data can be used to create a picture of people’s health and deliver value to them on a day to day basis.


David De Amorim La Poste
David de Amorim

Internet of Things Programme Director,
La Poste

09.45
Panel Discussion

Always-on customers: how will the Internet of Things evolve?

  • Data generator or experience channel: where does the IoT’s real value come from?
  • Connectivity on-the-go: how many devices will a person carry in the future?
  • How important will the development of device-to-device payments infrastructure be for the proliferation of IoT devices?
  • What does the future of the car look like? How connected could they become?
  • What role will the connected devices begin to play in the home experience?
  • Understanding how technologies work together: how will augmented reality and AI begin to work with IoT?

Jonny Voon Innovate UK
Jonny Voon

Lead Technologist, IoT,
Innovate UK

David De Amorim La Poste
David de Amorim

Internet of Things Programme Director,
La Poste

David Dechamps Mastercard
David Dechamps

SVP, Head of Digital Payments, Europe,
Mastercard

09.05
Creating flexible and personal user experiences
  • Optimising the web experience to drive a successful customer journey
  • Adapting experiences as people use them: using analytics to drive personalisation
  • Enabling seamlessness: ensuring the experience adapts as you move from channel to channel

Nick Mercer
Nick Mercer

Commercial Director,
Eurostar

09.25
Service design: the next-generation of experience design
  • Demonstrating the power of service design in practice at John Lewis
  • Exploring the role of service design in breaking down internal silos
  • Understanding how to execute effectively in large organisations

Steve Kato- Spyrou John Lewis
Steve Kato-Spyrou

UX Architect,
John Lewis

09.45
Advisory session

speaker-placeholder
Senior

Representative,
Relay42

10.05
Panel Discussion

Design in the modern world: how does UX have to change?

  • In what ways will new channels change the nature of experience design?
  • Will experience optimisation become more complicated than ever before?
  • Designing an experience for voice: how will UX have to adapt?
  • How do you ensure that your experience is designed to be consistent across multiple devices?
  • How can you personalise the user experience to the individual?

Steve Kato- Spyrou John Lewis
Steve Kato-Spyrou

UX Architect,
John Lewis

Nick Mercer
Nick Mercer

Commercial Director,
Eurostar

10.25

Refreshments

Session 6

Lightning Pitch Session | The future of the contact centre | The future of personal data

FUTURETECH | Lightning Pitch Session: meet the innovators creating the world of tomorrow
CX LEADERS | The future of the contact centre: embracing new technology
DATE-DRIVEN MARKETING | The changing nature of data and analytics
10.55

Lightning Pitch | Virtue


Arfa Rehman Vrtu
Arfa Rehman

Chief Executive Officer,
Virtue

11.05

Lightning Pitch | Gravity Sketch


Oluwaseyi Sosyana Gravity Sketch
Oluwaseyi Sosanya

Co-Founder,
Gravity Sketch

11.15

Lightning Pitch | Tado


Richard Sephton Tado
Richard Sephton

Business Development Manager,
Tado

11.25

Lightning Pitch | Bewica


Eva Berg-Winters, Bewica
Eva Berg-Winters

Founder,
Bewica

11.35

Lightning Pitch | Lobster Media


Olga Egorsheva Lobster Media
Olga Ergosheva

Founder and CEO,
Lobster Media

11.45

Lightning Pitch | Kwiziq


Simon Potter Kwiziq
Simon Potter

Co-Founder and CTO,
Kwiziq

11.55

Lightning Pitch | rLoop


Breanna Faye rLoop
Breanna Faye

Architect and User Experience Lead,
rLoop

10.55
Chatbots: the future of the 24/7 customer service robot
  • Understand the power of the chatbot: transforming the nature of always-on service
  • Evaluating the pros and cons: what should a chatbot be doing?
  • Beyond service to sales: using the chatbot as a marketing channel

Natalia Konstatinova
Natalia Konstantinova

Lead Software Engineer (R&D),
First Utility

11.15
How can AI and human agents work most effectively together?
  • Balancing the skills of AI and humans: who should be responsible for what?
  • Fewer, but more meaningful interactions: changing the job of the customer service agent
  • Empowering the customer to dictate their own experience: enabling a choice between human and AI

Alex Kewley
Alex Kewley

Director Corporate Banking,
The Bank of Tokyo-Mitsubishi UFJ

11.35
Defining the Human Age – A Reflection on Customer Service in 2030
The message for organisations, based on the opinions of more than 36,000 consumers across 18 countries, is clear – to succeed in the future, companies must be honest and transparent, and focus on delivering consistent, positive customer experiences, across all channels. New research, commissioned by Verint in association with Opinium Research LLP, explores current consumer wants, demands and concerns around customer service, technology and data. In this session, Marije Gould will share key insights from the research, which also captures the opinions of those same consumers on the evolving world of work.

Marije Gould - Verint
Marije Gould

Vice President Marketing, EMEA,
Verint

11.55
Panel Discussion

Technology-enabled customer contact: what are the next steps?

  • Human vs AI experiences: how can you ensure your customers are always happy?
  • In what ways could an AI become a service agent’s personal assistant?
  • How can you use advanced analytics to manage a joint workforce of humans and robots?
  • To what extent will video chat begin to play a role in the world of customer service?
  • Connecting a chatbot to a voice assistant: will smart speakers become a service channel?

Natalia Konstatinova
Natalia Konstantinova

Lead Software Engineer (R&D),
First Utility

Alex-Kewley-ANZ-Banking-Group-photo
Alex Kewley

Head of Client Insights & Solutions Europe, Director,
ANZ Banking Group Limited

Vinay Parmar, Customer & Digital Experience Director, National Express
Vinay Parmar

Customer & Digital Experience Director,
National Express

Marije Gould - Verint
Marije Gould

Vice President Marketing, EMEA,
Verint

10.55
Evaluating the impact of GDPR: how have the first two months gone?

The EU General Data Protection Regulation comes into force on the 25th May 2018 and is set to transform how businesses deal with personal data. This presentation will look at how the first couple of months since implementation have gone and the next steps along the road to full compliance.


Cameron-Craig-hsbc-photo
Cameron Craig

Group Head of Data Privacy,
HSBC

11.15
Envisioning the rise of the personal data store
  • Understanding the drivers for changing customer behaviour: recognising why customers will want to take control of their personal data
  • A single portal for personal data: will each consumer eventually aggregate their data in one place?
  • How can brands ensure continued access to personal data in the future?

Stjohn-Deakins-citizenme-photo
Stjohn Deakins

Founder & CEO,
CitizenMe

11.35
The power of predictive analytics: identifying needs before they arrive

• Leveraging the scale of big data and IoT: how can new sources generate a more complete picture of customer needs?
• Learning and improving: understanding how machine learning enables ever-better prediction
• Recognising the power of prediction: giving customers what they want before they know it


Sam LLoyd Travis Perkins
Sam Lloyd

Advanced Analytics Manager,
Travis Perkins

11.55
Panel Discussion

Artificial intelligence and big data: is there a golden age for analytics on the horizon?

• Will robotic process automation and other advances make the data silo problem a thing of the past?
• Understanding where to deploy machine learning: how is the role of data analyst changing?
• Moving from descriptive through to prescriptive: how can algorithms help you move to the next stage of data analytics?
• How will advanced analytics transform your customers’ day-to-day life?
• How can AI begin to analyse how customers feel when engaging with your brand?


Stjohn-Deakins-citizenme-photo
Stjohn Deakins

Founder & CEO,
CitizenMe

Sam LLoyd Travis Perkins
Sam Lloyd

Advanced Analytics Manager,
Travis Perkins

Stefan Maczkowski Aviva
Stefan Maczkowski

Head of Data Strategy,
Aviva

12.25

Lunch

Session 7

Blockchain - the infrastructure of the connected world | The big data challenge

FUTURETECH | Blockchain – the infrastructure of the connected world
DATA-DRIVEN MARKETING | The big data challenge – into the engine room of the digital revolution
13.25
Embedding blockchain into your long-term strategy

• Identifying applications: what problems can blockchain technology realistically solve?
• Moving on from experimentation: how can blockchain move out of R&D into the boardroom?
• What steps can be taken to ensure that the business stays up to speed with a fast-moving technology?


Anthony Macey - BNY Mellon
Anthony Macey

Blockchain Strategy Lead,
BNY Mellon

13.45
Panel Discussion

How could blockchain change the nature of digital identities?

  • How can biometrics and blockchain enable a single digital identifier?
  • How can DLT enable IoT devices to establish their own digital identities on a network?
  • How will security and privacy legislation change to work with blockchain?

Alastair Johnson Nuggets Connected Customer
Alastair Johnson

Founder and CEO,
Nuggets

Benjamin Whitby
Benjamin Whitby - Tokencard

Risk and Compliance Director,
Tokencard

Anthony Macey - BNY Mellon
Anthony Macey

Blockchain Strategy Lead,
BNY Mellon

13.25
From raw data to useful insight: asking the right questions
  • The value of a data audit: understanding what data you already have
  • How do you decide what questions you need the answers to?
  • Ensuring your questions are answered: matching the data set to the insight

Jonathan Zetlaoui MyOptique
Jonathan Zetlaoui

Head of Customer Experience & Analytics,
MyOptique

14.35
Panel Discussion

A world full of data: how do you decide what to collect?

  • Evaluating the data landscape: what new sources will be useful?
  • How can wearables and the IoT deliver a new picture of your customer?
  • Understanding what will be valuable: do you need to collect everything?
  • Connecting the old data with the new: how do you ensure new data sources tell your more than you already know?

Jonathan Zetlaoui MyOptique
Jonathan Zetlaoui

Head of Customer Experience & Analytics,
MyOptique

Patrick Osborne QVC Connected Customer
Patrick Osborne

Head of Strategic Insight & Reporting,
QVC

Session 8

Envisioning a changing world – formulating a forward-thinking strategy

14.15
TechTalks

In this session, four forward-thinking senior executives will give a 10 minute vision of how they see the world changing in the age of the connected customer. They will then join a panel session to discuss some the key questions that are on everyone’s minds and suggest potential strategies to succeed.

 

Panel discussion

The next phase of the digital revolution: a vision of the future


David Dechamps Mastercard
David Dechamps

SVP, Head of Digital Payments, Europe,
Mastercard

Finnbar Cornwall Google
Finnbar Cornwall

Industry Head, Travel,
Google

15.30

Chair’s closing remarks and end of conference

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Venue

etc.venues St Paul's

etc.venues St Paul's, London

200 Aldersgate, St. Pauls, London EC1A 4HD

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