18 May 2020 | Business Design Centre, London



Customer perceptions, interactions and expectations have been subject to incredible change over the last decade, and it’s just getting started. With technology now deeply woven into the fabrics of society, it is the responsibility of businesses to stay atop of all the innovation surrounding their customers.

At Connected Customer Summit we’ve build at agenda alongside the change-makers who’ve disrupted their industries, and the organisations who’ve forged new paths in struggling sectors. Encompassing 3 stages – Experience. Voice. and Contact. join 500+ attendees from 400+ of the world’s biggest, most innovative brands – get your ticket and join the customer revolution. 

one show. three stages.

Experience. stage is not just looking at today’s limitations and not just here to plaster the holes in your current CX; but show you how to reinvent your customer strategy to enact actual, fundamental change – not just for today, but for the next thirty years.

Voice. stage explores the emergence of natural language technologies in the commercial world. With practical advice in the form of case studies, development stories and panels delivered by the people who’ve created leading chatbots and voice skills.

Contact. stage discusses the latest in contact centre strategy and technology, propelling customer service into the future. Discover how to empower your agents in becoming ticket resolving magicians, uncover the impacts of AI, automation and data analytics.

2019 speakers.

Geraldine de Boisse, Bulb, Connected Customer Summit

Geraldine de Boisse

Chief Product Officer, Bulb

Danelle Williams, Hilton, Connected Customer Summit

Danelle Williams

Senior Director, Global Loyalty Platforms, Hilton Hotels

Gayathri Sudhakaran, Connected Customer Summit, LV=

Gayathri Sudhakaran

Director, Digital Product Innovation, LV=

Helen Baynes, Cult Beauty, Connected Customer Summit

Helen Baynes

Director, Customer Experience, Cult Beauty

Nicola Millard, BT, Connected Customer Summit

Nicola Millard

Head of Customer Futures and Insights, BT

Graham Johnston, 3, Connected Customer summit

Graham Johnson

Head of Omnichannel and Digital First, Three

Lee Shelton, Curzon Cinemas, Connected Customer Summit

Lee Shelton

Group Head of Digital Marketing, Curzon Cinemas

Jason Maude, Starling Bank, Connected Customer Summit

Jason Maude

Chief Technology Advocate, Starling Bank

More Speakers


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Day 1


Welcome address and Chair's opening remarks

Session 1

A new age of connection emerges

Keynote address

Defining your strategy in an interconnected world

Keynote address

Embracing the next generation of customers

Keynote address

Voice assistants: entering a new paradigm of engagement

Panel discussion

Embracing the 4th Industrial Revolution: where technology and customer journeys meet

  • What are the impactful ways in which technology is transforming interactions with customers?
  • To what extent do IoT and advanced analytics hail a new era of connected convenience?
  • From AI to VR/AR: in a world of emerging technologies, where should organisations place their bets?
  • The customer perspective: are brands as digitally savvy as they think they are?
  • Will the customer of the future ultimately want more or less human interaction?
  • Exploring the strategies to achieve the right balance between the human and digital?

Session 2

experience. | voice. | contact.

experience. The experience economy: exploring new paths to customer connection
voice. Laying the foundations for success
contact. The artificially-intelligent contact centre

My brand, my identity: deepening the brand-customer relationship

  • Capitalising on the increasing role brands play in personal identity
  • Riding the waves of opinion within demographics – picking your issue
  • Deepening brand buy-in: creating opportunities to allow customers to contribute
  • Converting influencers and micro-influencers into brand ambassadors


Empowering fans through gamification

Panel discussion

Creating authentic and immersive experiences

  • How are new brand experiences transforming customer expectations?
  • Turning transactional interactions into meaningful relationships
  • From product design thinking to experience design thinking
  • What is the secret in convincing customers to spend time with your brand?
  • Creating a brand that taps into all five senses
  • To what extent can experiences encourage word of mouth and social media advocacy?

Keynote address

Lessons in the here and now: actionable voice strategies for today and tomorrow


Creating excellent conversational experiences

  • What are the success factors in launching conversational apps and skills?
  • Just a voice? Establishing a brand on a brand-new platform
  • What are the positives and negatives of creating a persona in voice experiences?
  • Standing out from the crowd: strategies for creating a distinct voice experience

Panel discussion

Defining your voice strategy

  • What are the most exciting opportunities that conversational interfaces present?
  • How can brands adapt their core products to thrive on the medium of voice?
  • Jumping in feet first: demonstrating actionable benefits and securing board buy-in
  • How quickly can ROI be expected from voice skills?
  • Encouraging uptake in an emerging market: making your skill stand out
  • Just another platform? Using voice to complement existing channels
  • What use cases will emerge as the technology matures?
  • How can voice be integrated into the omni-channel experience?


The chatbots have arrived: how are contact centres embracing the technology?

  • Understanding chatbot use cases and how they fit in current business models
  • How do different demographics react to chatbots?
  • What is the potential of voice technology to boost chatbot uptake?
  • Humanising the chatbot: identifying and incorporating natural conversation styles


Taking your chatbot from a support role to a personal role

Panel discussion

Where will the balance between human and digital lie?

  • How are advances in automation redefining the role of the human agent?
  • Determining the point of switch-over from bot to human: strategies for natural transitions
  • Voice of the employee vs voice of the chatbot: which will report superior feedback?
  • How can voice technology be used to simulate the human touch in customer service?
  • How far can AI automation go: should complete automation be the end goal?

Session 3

experience. | voice. | contact.

experience. A new era of personalisation
voice. Conversational AI in action
contact. The data and analytics revolution: supercharging customer contact

Data-driven convenience: the secret weapon in the battle for the customer

  • How has digital connectivity made customers more likely to switch services?
  • Leveraging big data and advanced analytics to automate decision making for the customer
  • Taking a minimalistic approach to convenience: saving the customer time, effort and money at the click of a button
  • Identifying what customers determine to be convenient and ensuring pain points are eliminated


The power of predictive analytics: getting one step ahead

  • Revealing customer needs before they even know it
  • Implementing real-time customer feedback to achieve better predictions
  • Avoiding punts: the art of getting predictions right?
  • What are the risks of predictive suggestions becoming ‘creepy’ to the customer?

Panel discussion

Hyper-relevance: the next frontier in personalisation

  • Moving beyond traditional segmentation to recognising customers as the unique individuals they are
  • Why is segmentation no longer enough?
  • What are the best strategies for providing contextually-relevant experiences?
  • Unlocking the benefits of building intimate relationships with customers
  • Incorporating customer’s desire for choice in your hyper-relevant strategy
  • Avoiding the dangers of ‘over-personalisation’


From audible to tangible: bringing voice-first thinking into physical spaces


Adding a personality to your bot


Reducing complex inventory searches to one simple chatbot interaction


Taking Alexa out for a ride

Q&A panel discussion


Intelligent contact routing: the role of AI

  • From ‘press one for service’ to ‘how can we help?’: how is IVR evolving?
  • Directing customers to the right channels – a more sophisticated approach
  • Leveraging contextual and behavioural data to provide a more personalised service from the outset


The power of ‘next best action’

  • How real-time customer insights can boost agent effectiveness
  • Utilising data analytics to deliver surprising levels of customer care
  • Artificial emotional intelligence: using AI to pick up emotional signals
  • Striking the right balance between human autonomy and AI-driven guidance

Panel discussion

Harnessing contact centre data

  • Are contact centres really capturing all the data they can across all channels?
  • Should natural language processing technology listen to all interactions whether human or automated?
  • Identifying hidden patterns in your contact centre data
  • How can agents and AI reach actionable conclusions from interaction data?
  • Leveraging real-time analytics to enhance both agent and customer experiences

Session 4

experience. | voice. | contact.

experience. The rise of platforms and ecosystems: disrupting traditional models
voice. Building momentum for an emerging technology
contact. Envisaging the contact centre of the future
Keynote address

Customer experience in the platform economy: a vision of the future

Panel discussion

Triumphing in a partnership-driven era

  • A brave new world: how will partnership ecosystems evolve?
  • Capitalising on platform-based interactions to provide more personalised, data-driven experiences
  • Avoiding protectionism: encouraging an open business mentality in line with the expectations of the connected customer
  • What are the critical factors to consider in developing your API strategy?
  • What makes a healthy ecosystem? How to enable ecosystem components to shine?
  • Moving from push to pull: adapting to a new marketing paradigm

Keynote address

Understanding audio’s renaissance

Panel discussion

Breaking past the barriers to mass adoption

  • Getting over the fear: what are the solutions to concerns around privacy and trust in voice?
  • Alexa doesn’t understand me – how can datasets be made rich enough to enable voice to serve the majority of the population?
  • Open innovation vs truly open source innovation: how is the market likely to develop?
  • To what extent can innovation be pursued entirely independently from the tech giants?
  • Voice interoperability: interacting with multiple voice assistants through one device
  • What are the surrounding technologies that can propel voice further?

Keynote address

From call centre to contact centre to experience centre

Panel discussion

Unleashing the hidden potential within contact centres

  • Placing contact centres at the forefront of the customer journey strategy
  • A merger of forces: bringing customer support and marketing together behind the brand
  • Are contact centres processing and sharing their customer insights sufficiently?
  • From cost centre to profit centre: taking advantage of direct contact to make sales
  • How to take agents from being problem solvers to brand ambassadors
  • Beyond meeting and exceeding expectations: creating a customer experience that delights


Drinks Reception

partner with us.

“We get an opportunity to talk to potential customers directly, we get interviews set up for us and we get to present as well. I get to hear about what people want and what people are doing in their businesses so we learn more about what customers want” Genesys


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

what to expect.


who attends.



CX Professionals*

save £300 Early Bird Until 14 February

£295.00 + VAT

Full Price £595.00 + VAT

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save £300 Early Bird Until 14 February

£995.00 + VAT

Full Price £1,295.00 + VAT

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Business Design Centre

Business Design Centre

52 Upper St, The Angel, London N1 0QH

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