Not for the predictable

18 May 2020 | Business Design Centre, London

 

BRANDS

ATTENDEES

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 all the innovation surrounding their customers.

At Connected Customer Summit we’ve built an 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 300+ 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.

speakers.

Thomasina Miers | Connected Customer

Thomasina Miers

Co-Founder, Wahaca

Theunis Scheepers | Connected Customer

Theunis Scheepers

General Manager, Alexa Skills and Voice Services UK, Amazon

Andrew McGuigan, Microsoft, Connected Customer Summit

Andrew McGuigan

Worldwide Customer Service Strategy Leader, Microsoft

Patrick Stal, Uber, Connected Customer Summit

Patrick Stal

Senior Director, Head of Marketing EMEA, Uber

Cristina Constandache, Rakuten Viber, Connected Customer Summit

Cristina Constandache

Chief Revenue Officer, Viber

Nicola Millard, BT, Connected Customer Summit

Nicola Millard

Head of Customer Futures and Insights, BT

Wally Brill, Google, Connected Customer Summit

Wally Brill

Head of Conversation Design Advocacy and Education, Google

Fergus Murphy, Virgin Money UK | Connected Customer

Fergus Murphy

Group Personal Banking Director, Virgin Money UK

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agenda.

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Day 1

9.00

Welcome address and Chair's opening remarks

Session 1

A new age of connection emerges

9.10
Keynote address

Defining your strategy in an interconnected world


Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer , Viber

9.30
Keynote address

Embracing the next generation of customers


Thomasina Miers | Connected Customer
Thomasina Miers

Co-Founder , Wahaca

10.10
Keynote address

Voice assistants: entering a new paradigm of engagement


Wally Brill, Google, Connected Customer Summit
Wally Brill

Head of Conversation Design Advocacy and Education , Google

10.30
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?

Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer , Viber

Graham Johnston, 3, Connected Customer summit
Graham Johnson

Head of Omnichannel and Digital First , Three

Patrick Stal, Uber, Connected Customer Summit
Patrick Stal

Senior Director, Head of Marketing EMEA , Uber

Mark Evans, Direct Line Group | Connected Customer
Mark Evans

Managing Director, Marketing & Digital , Direct Line

Neil Greathead, Smart Communications, Connected Customer Summit
Neil Greathead

Chief Customer Officer , Smart Communications

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
11.30

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

Navin Rizwi, Conde Nast | Connected Customer
Navin Rizwi

Head of Product , Condé Nast

12.10
Case Study | ODDBOX

Disrupting retail food one subscription at a time

Established as London’s first sustainable fruit and veg subscription company, ODDBOX envisions a world in which food waste becomes a thing of the past. Emilie will explain why a subscription model was chosen and the key benefits these models provide in capturing and engaging customers to the brand.


Emilie Vanpoperinghe, ODDBOX | Connected Customer
Emilie Vanpoperinghe

Co-Founder , ODDBOX

12.30
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?

Navin Rizwi, Conde Nast | Connected Customer
Navin Rizwi

Head of Product , Condé Nast

Emilie Vanpoperinghe, ODDBOX | Connected Customer
Emilie Vanpoperinghe

Co-Founder , ODDBOX

Fergus Murphy, Virgin Money UK | Connected Customer
Fergus Murphy

Group Personal Banking Director , Virgin Money UK

11.30
Keynote address

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


Theunis Scheepers | Connected Customer
Theunis Scheepers

General Manager, Alexa Skills and Voice Services UK , Amazon

12.10

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

Hannes Ricklefs, BBC, Connected Customer Summit
Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture , BBC

12.30
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?

Theunis Scheepers | Connected Customer
Theunis Scheepers

General Manager, Alexa Skills and Voice Services UK , Amazon

Hannes Ricklefs, BBC, Connected Customer Summit
Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture , BBC

Patrick Bryden, TiVo, Connected Customer Summit
Patrick Byrden

Senior Director, Customer Solutions , TiVo

Depika Koria, HSBC, Connected Customer Summit
Depika Koria

Global Product Owner – Voice Assistants , HSBC

Niclas Bergström, Connected Customer Summit
Niclas Bergström

Chief Technology Officer & Founder , ReadSpeaker

11.30

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

Sean McMahon, Belron International, Connected Customer Summit
Sean McMahon

Head of CRM and Customer Contact , Belron

12.10
Case Study | NatWest

Taking your chatbot from a support role to a personal role

Having witnessed the transformative power of chatbot technology in responding to customer queries, NatWest developed Cora, its in-house virtual agent. Despite starting as a contact centre extension, Cora’s journey has only just started as it develops to become a crucial tool in the financial lives of the bank’s customers.


Srini Janarthanam, RBS | Connected Customer
Srini Janarthanam

AI Technology Analyst , NatWest

Scott Crompton, Connected Customer Summit, Natwest
Scott Crompton

Product Owner, Futures Initiative , NatWest

12.30
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?

Sean McMahon, Belron International, Connected Customer Summit
Sean McMahon

Head of CRM and Customer Contact , Belron

Scott Crompton, Connected Customer Summit, Natwest
Scott Crompton

Product Owner, Futures Initiative , NatWest

Luke Squires

Head of Customer Centre & Sales Engagement , Virgin Holidays

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
14.15

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

Lee Shelton, Curzon Cinemas, Connected Customer Summit
Lee Shelton

Group Head of Digital Marketing , Curzon Cinemas

14.35

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?

Jason Maude, Starling Bank, Connected Customer Summit
Jason Maude

Chief Technology Advocate , Starling Bank

15.15
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’

Lee Shelton, Curzon Cinemas, Connected Customer Summit
Lee Shelton

Group Head of Digital Marketing , Curzon Cinemas

Gayathri Sudhakaran, Connected Customer Summit, LV=
Gayathri Sudhakaran

Director, Digital Product Innovation , LV=

Jason Maude, Starling Bank, Connected Customer Summit
Jason Maude

Chief Technology Advocate , Starling Bank

Pete Evia-Rhodes, The Times | Connected Customer
Pete Evia-Rhodes

Director of Customer Value , The Times

14.15

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


14.30
Case Study | Babylon Health

Healthcare at the touch of a button

On a mission to provide accessible healthcare for anyone with a smartphone, Babylon Health has created an artificially intelligent doctor capable of understanding and recognising human symptoms. Ozlem will describe what it takes to bring bot and voice interactions to life.


Ozlem Kucukyilmaz Williams, Babylon Health, Connected Customer Summit
Ozlem Kucukyilmaz Williams

Product Designer, Voice and Conversational UI , Babylon Health

15.05
Case Study | House of Insurtech Switzerland

Mastering speech-to-text processing


Samyr Mezzour, House of Insurtech Switzerland, Connected Customer Summit
Samyr Mezzour

Co-Founder and Chief Innovation Officer , House of Insurtech Switzerland

15.20
Case Study | Shell

Reducing complex inventory searches to one simple chatbot interaction

LubeChat is Shell’s online B2B chatbot that is designed to give users around the world easy, real-time access to product support, technical services and lubricant data. Over the past year it has proven itself to be a crucial tool in the hands of Shell’s clients reducing a long catalogue search to a simple and personalised browsing experience.


Matthew Clementson, Shell, Connected Customer Summit
Matthew Clemenston

Product Manager , Shell

15.35
Q&A panel discussion

Ozlem Kucukyilmaz Williams, Babylon Health, Connected Customer Summit
Ozlem Kucukyilmaz Williams

Product Designer, Voice and Conversational UI , Babylon Health

Samyr Mezzour, House of Insurtech Switzerland, Connected Customer Summit
Samyr Mezzour

Co-Founder and Chief Innovation Officer , House of Insurtech Switzerland

Matthew Clementson, Shell, Connected Customer Summit
Matthew Clemenston

Product Manager , Shell

14.15

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

Jayne Lansdell, BGL Group | Connected Customer
Jayne Lansdell

Associate Director Business Technology , BGL Group

14.35

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

15.15
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

Jayne Lansdell, BGL Group | Connected Customer
Jayne Lansdell

Associate Director Business Technology , BGL Group

Andrew McGuigan, Microsoft, Connected Customer Summit
Andrew McGuigan

Worldwide Customer Service Strategy Leader , Microsoft

Tomas Sallies, Connected Customer Summit, Spotify
Tomás Sallies

Global Customer Operations and Experience Manager , Spotify

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
16.45
Keynote address

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


17.25
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

Will Sorby, N26 | Connected Customer
Will Sorby

General Manager, UK , N26

Ed Leon, Flock, Connected Customer Summit
Ed Leon Klinger

Chief Executive Officer , Flock

Thomas Ableman, Connected Customer Summit, Snap
Thomas Ableman

Founder and Chief Executive Officer , Snap

16.45
Keynote address

Understanding audio’s renaissance


Steve Keller, Connected Customer Summit, Pandora
Steve Keller

Sonic Strategy Director , Pandora

17.25
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?

Steve Keller, Connected Customer Summit, Pandora
Steve Keller

Sonic Strategy Director , Pandora

Sina Kahen, Vaice, Connected Customer Summit
Sina Kahen

Co-Founder , TheVoiceCourse.co

16.45
Keynote address

From call centre to contact centre to experience centre


Nicola Millard, BT, Connected Customer Summit
Nicola Millard

Head of Customer Futures and Insights , BT

17.25
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

Nicola Millard, BT, Connected Customer Summit
Nicola Millard

Head of Customer Futures and Insights , BT

Emma Raynsford, Cazoo | Connected Customer
Emma Raynsford

Head of Customer Operations and Strategy , Cazoo

Patricia Sanchez Diaz, Centrica, Connected Customer Summit
Patricia Sanchez Diaz

Customer Experience Lead, Senior Manager , Centrica

Louise Moghaddam, Boden | Connected Customer
Louise Moghaddam

Head of Global Customer Services , Boden

17.55

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.

industry reach.

Out attendees come from a range of industries, so whether you are looking to grow your networking or learn from your peers Connected Customer Summit is the place to be.

 

Utilities

Financial Services

Transport

Media & Broadcasting

Retail

Hospitality

what to expect.

 

who attends.

 

complimentary ticket.

 

Complimentary passes to Connected Customer Summit are only available to senior members of customer-facing companies and passes are awarded at the discretion of the event organiser whose decision is final. 

tickets.

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Business Design Centre

Business Design Centre

52 Upper St, The Angel, London N1 0QH

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