Not for the predictable

21 September 2020 | Business Design Centre, London

 

Part of

Novel Coronavirus Update.

Connected Customer Summit has been postponed. 

 

We recently made the difficult decision to postpone Connected Customer Summit, due to take place on 18 May. We reached this decision in response to the concerns over the increasing spread of Coronavirus (COVID-19).

We are now able to announce the new date for the conference. The event will take place on 21 September 2020, at the Business Design Centre in London.

Our primary focus continues to be creating opportunities for the CX industry to come together to learn, spark ideas, and critically, do business. We are looking forward to being able to do just that with the rescheduled Connected Customer Summit, which, with the extra time we will have to prepare, we hope will be stronger and more engaging than ever.

Contact 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 on productivity and realise the transition towards a customer focused experience centre.

Why Attend?

Make the most of your customer insights by unravelling the data centre hidden with the contact centre

Discover how to navigate the puzzling world of chatbot technology and how it will best impact contact centres

Seek the right balance between human and AI strategies and their implications on customer service

 

Find out how AI is transforming contact routing and suggesting next best actions for contact centre agents

speakers.

Cristina Constandache, Rakuten Viber, Connected Customer Summit

Cristina Constandache

Chief Revenue Officer, Viber

Thomasina Miers | Connected Customer

Thomasina Miers

Co-Founder, Wahaca

Patrick Stal, Uber, Connected Customer Summit

Patrick Stal

Senior Director, Head of Marketing EMEA, Uber

Graham Johnston, 3, Connected Customer summit

Graham Johnson

Head of Omnichannel and Digital First, Three

Sean McMahon, Belron International, Connected Customer Summit

Sean McMahon

Head of CRM and Customer Contact, Belron

Srini Janarthanam, RBS | Connected Customer

Srini Janarthanam

AI Technology Analyst, NatWest

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

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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

The artificially-intelligent contact centre

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

The data and analytics revolution: supercharging customer contact

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

Envisaging the contact centre of the future

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

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. 

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Business Design Centre

Business Design Centre

52 Upper St, The Angel, London N1 0QH

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