22 September – 1 October

 

Connected Customer: The Virtual Sessions

streaming directly to you.

Virtual Session 1 – strategy.

Virtual Session 2 – chatbots.

Virtual Session 3 – human/digital.

Virtual Session 4 – vulnerable customers.

Virtual Session 5 – voice.

Virtual Session 6 – personalisation.

From 22 September to 1 October, Connected Customer: The Virtual Sessions will bring you live panel discussions, interviews and networking each Tuesday, Wednesday and Thursday, covering the hottest topics in customer experience right now. Hear from our impressive line-up of CX change-makers as they share their customer innovation strategies, including CX digitalisation, channel strategies, chatbots, vulnerable customers, personalisation and voice.

Connecting you with the most senior voices in customer experience across sectors including financial services, hospitality, media and broadcasting, retail, transport, logistics and utilities, this is your prime opportunity to spark ideas and discuss transformation strategies for the ‘next normal’. With significantly accelerated digital uptake and choppy economic times ahead, every organisation must rapidly adapt. Join Connected Customer: The Virtual Sessions to define your organisation’s plans for engaging and cost-efficient CX that builds trust and resilience for the long term.

one platform. two weeks. six virtual sessions.

speakers.

Patrick Stal, N26, Customer Experience Event

Patrick Stal

Vice President Global Marketing, N26

Pete Buckley, Facebook, Customer Experience Event

Pete Buckley

Connection Planner, Facebook

Wally Brill, Google, Connected Customer Summit

Wally Brill

Head of Conversation Design Outreach and Education, Google

Steve Keller, Connected Customer Summit, Pandora

Steve Keller

Sonic Strategy Director, Pandora

Cristina Constandache, Rakuten Viber, Connected Customer Summit

Cristina Constandache

Chief Revenue Officer, Rakuten Viber

David Gold, Royal Mail Group, Customer Experience Event

David Gold

Director of Public Affairs & Policy, Royal Mail Group

Aldo Agostinelli, Sky Italia, Customer Experience Event

Aldo Agostinelli

Digital Officer, Sky Italia

Patricia Sanchez Diaz, Centrica, Connected Customer Summit

Patricia Sanchez Diaz

Customer Experience Lead, Senior Manager, Centrica

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breakdown of your virtual sessions.

Virtual Session 1 | 22 September

Reinvent your channel strategy for the next normal and craft a truly omnichannel experience by exploring the potential of automation and understanding the channels set for future growth.

Virtual Session 2 | 23 September

Hear from experts in customer care and conversational AI and discover the potential of virtual assistants to deliver the ultimate self-service experience across channels.

Virtual Session 3 | 24 September

Where should the balance lie? Explore the potential of NLP and AI when factoring human touchpoints into a digital journey to ensure a seamless and supportive experience for all.

Virtual Session 4 | 29 September

From speedy identification to holistic support and deploying new products with speed, hear about the digital solutions shaking up the experience for vulnerable customers.

Virtual Session 5 | 30 September

Hear from the tech titans leading the way in voice technology and learn how to unlock the potential of this exciting channel, with actionable strategies for today and tomorrow.

Virtual Session 6 | 1 October

Real-time, contextual, market-of-one…. Discover how to craft a hyper-personalised CX strategy that delivers convenience and choice in our increasingly digital world.

agenda.

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STRATEGY | 11:00 - 13:00 | BST
Tuesday, 22 September 2020 22 Sep

VIRTUAL ASSISTANTS | 15:00 - 17:00 | BST
Wednesday, 23 September 2020 23 Sep

HUMAN/DIGITAL | 11:00 - 13:00 | BST
Thursday, 24 September 2020 24 Sep

VULNERABLE CUSTOMERS | 11:00 - 13:00 | BST
Tuesday, 29 September 2020 29 Sep

VOICE | 15:00 - 17:00 | BST
Wednesday, 30 September 2020 30 Sep

PERSONALISATION | 11:00 - 13:00 | BST
Thursday, 1 October 2020 1 Oct

Channel strategies for the next normal

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11.00

From the studio

Juliette Foster will set the scene for the forthcoming discussions in conversation with CX guru Hayley Monks, Managing Director, Think, Inspire & Create


Hayley Monks, Think, Inspire & Create, Customer Experience Event
Hayley Monks

Managing Director
Think, Inspire & Create

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11.10

In conversation

Leveraging accelerated digital take-up to deliver better solutions for customers

Join Nicola and David as they discuss and debate what makes the ideal channel strategy for the next normal.


Nicola Millard, BT, Connected Customer Summit
Nicola Millard

Principal Innovation Partner
BT

David Howgego | Connected Customer
David Howgego

Vice President, EMEA
Medallia

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11.25

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


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11.45

Panel discussion

Refocusing channel strategy for the next normal

  • How has COVID-19 affected channel uptake and behaviour? How can CX now be transformed as a result?
  • From voice to VR to video and messaging apps: which channels are set for enduring growth?
  • Optimising automated self-service: how to boost quality of CX at the same time as reducing costs
  • What now makes a cutting-edge omnichannel journey – beyond satisfaction into true engagement?
  • The long-term view: will the customer of the future ultimately want more or less human interaction?

Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer
Rakuten Viber

Patrick Stal, N26, Customer Experience Event
Patrick Stal

Vice President Global Marketing
N26

Graham Johnston, 3, Connected Customer summit
Graham Johnston

Head of Omnichannel
Three

Neil Greathead, Smart Communications, Connected Customer Summit
Neil Greathead

Chief Customer Officer
Smart Communications

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12.15

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


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12.35

Networking

Participants will have different opportunities for networking via video call:

  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

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The rise of the virtual assistant – delivering the ultimate self-service experience

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15.00

From the studio

Juliette Foster will set the scene for the forthcoming discussions in conversation with CX gurus Srini Janarthanam, AI Technology Analyst, NatWest and Karolin Nakonz, Partner, Automation Practice Leader, UK & Ireland, IBM.


Srini Janarthanam, RBS | Connected Customer
Srini Janarthanam

AI Technology Analyst
Royal Bank of Scotland

Karolin Nakonz, IBM, Customer Experience Event
Karolin Nakonz

Partner, Automation Practice Leader, UK & Ireland
IBM

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15.10

In conversation

Taking chatbots to a new level: understanding the full potential of the virtual assistant

Join Jörg-Tobias and Michael as they discuss the evolution of chatbots into intelligent assistants capable of orchestrating processes and delivering a proactive and ever more personalised service.


Jorg-Tobias Hinterthur, Zurich, Customer Experience Event
Tobias Hinterthür

Head of Smart Home Innovation Lab
Zurich

Michael Conway, IBM, Customer Experience Event
Michael Conway

Associate Partner | AI Practice Leader
IBM

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15.25

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


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15.45

Panel discussion

The rise of the virtual assistant: delivering the ultimate self-service experience

  • What are the main chatbot use cases and how do they fit into evolving operating models?
  • From ‘press one for service’ to ‘how can we help?’: the dawn of the virtual assistant
  • Messaging apps, email, voice: what new channels does chatbot technology open up?
  • How can contextual and behavioural data enable chatbots to provide a more personalised service?
  • Humanising the chatbot: how can natural conversation styles best be identified and implemented?

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

Customer Experience Lead, Senior Manager
Centrica

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

Senior Product Designer in UX & Design
Babylon Health

Rebecca Henderson, NatWest, Customer Experience Event
Rebecca Henderson

Cora Lead - Futures Initiative
NatWest

Max Ball | Ring Central | Connected Customer
Max Ball

Director – Product Marketing
RingCentral

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16.15

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


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16.35

Networking

Participants will have different opportunities for networking via video call:

  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

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Human and the digital – where should the balance now lie?

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11.00

From the studio

Juliette Foster will set the scene for the forthcoming discussions in conversation with CX guru Tim Wade, Co-Founder, CX Lab and Alan Linter, Director of Innovation, Capita.


Tim Wade, CX Lab, Customer Experience Event
Tim Wade

Co-Founder
CX Lab

Alan Linter, Capita | Connected Customer
Alan Linter

Director of Innovation
Capita

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11.10

Interview

Defining the boundaries of CX digitalisation: where should digital end and human begin?

Join expert and thought-leader, Aldo Agostinelli, as he discusses how to preserve the human essence in a technology and automation driven world.


Aldo Agostinelli, Sky Italia, Customer Experience Event
Aldo Agostinelli

Digital Officer
Sky Italia

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11.25

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


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11.45

Panel discussion

Blending the human with the digital: finding the perfect mix

  • How are advances in automation and digital take-up redefining customer strategies?
  • How far can automation go: should complete automation be the end goal?
  • To what extent can AI be used to simulate the human touch in customer service?
  • How can the power of analytics best be leveraged in defining your customer experience strategy?
  • Resource planning with a hybrid workforce: what are the key data inputs and considerations?
  • Determining the point of switch-over from bot to human: strategies for timely and smooth transitions
  • Will customers of the future ultimately want more or less human interaction?

Pete Buckley, Facebook, Customer Experience Event
Pete Buckley

Connection Planner
Facebook

CHarles Instone, TheDrug.Store, Customer Experience Event
Charles Instone

Chief Marketing Officer
TheDrug.Store

Jade Denham, Holland & Barrett, Customer Experience Event
Jade Denham

Head of Digital UX & Product
Holland & Barrett

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12.15

Question time

Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.


Read less remove
12.35

Networking

Participants will have different opportunities for networking via video call:

  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

Read less remove

Digital solutions for vulnerable customers – combining speed with care

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11.00

From the studio
Juliette Foster will moderate the discussions and debrief with CX guru Prashant Parekh, Head of Customer Experience, National Property Trade.

Prashant Parekh, National Property Trade, Customer Experience Event
Prashant Parekh

Head of Customer Experience
National Property Trade

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11.10

Interview

Deploying new services for the vulnerable at speed

Join expert and thought-leader, Julie Roberts, as she discusses and debate strategies to provide quick yet caring customer service for those who need support the most.

Julie Roberts, DKMS, Customer Experience Event
Julie Roberts

Head of Customer Service
DKMS UK

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11.25

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

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11.45

Panel discussion

Delivering excellent experience for vulnerable customers: from speedy identification to holistic support

  • From the newly-online to the digital natives: identifying vulnerabilities across different customer segments and understanding their individual needs
  • Exploring opportunities in AI and ML: how can technology be leveraged to identify vulnerable customers more quickly and to offer a more personalised response?
  • Going above and beyond: how can brands launch new products or value-added offerings for the vulnerable with both speed and care?
  • Rethinking digital channels: what strategies should be put in place to ensure communication is clear and customer journeys are supported?
  • How can brands plan ahead to anticipate the shape of economic recovery for vulnerable customers?

David Gold, Royal Mail Group, Customer Experience Event
David Gold

Director of Public Affairs & Policy
Royal Mail Group

Dipu KV, Bajaj Allianz, Customer Experience Event
Dipu KV

President - Head of Operations, Communities and Customer Service
Bajaj Allianz

Mike Bingham, Thames Water, Customer Experience Event
Mike Bingham

Affordability Lead - Customer Propositions, Customer Strategy & Insight
Thames Water

David Cousins, Twilio, Customer Experience Event
David Cousins

EMEA Contact Centre Sales Leader
Twilio

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12.15

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

Read less remove
12.35

Networking
Participants will have different opportunities for networking via video call:
  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

Read less remove

Unlocking voice as a channel - actionable strategies for today and tomorrow

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15.00

From the studio
Juliette Foster will set the scene for the forthcoming discussions with voice technology guru Kane Simms, Founder, VUX World.

Kane Simms, VUX World, Customer Experience Event
Kane Simms

Founder
VUX World

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15.10

Interview

Sound business: finding your voice in an age of digital disruption

Join expert and thought-leader, Steve Keller, as he discusses what makes a truly excellent sonic strategy.

Steve Keller, Connected Customer Summit, Pandora
Steve Keller

Sonic Strategy Director
Pandora

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15.25

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

Read less remove
15.45

Panel discussion

Defining your voice strategy: towards a new paradigm of convenience and engagement

  • From e-commerce to customer service to payments: how is voice being used today?
  • What’s been learnt from use of voice to date? What new and evolved use cases are on the horizon?
  • What are the key considerations in designing voice user experiences? How can they be made natural?
  • Are customers using their assistants to the maximum potential? What is required to boost engagement?
  • Mastering an omni-channel customer journey: where do voice assistants sit in the mix?
  • Unlocking new forms of brand engagement: how should marketers best approach voice technology?

Hannes Riclefs, BBC, Customer Experience Event
Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture
BBC

Depika Koria, HSBC, Customer Experience Event
Depika Koria

Global Product Owner – Voice Assistants
HSBC

Patrick Bryden, TiVo, Connected Customer Summit
Patrick Byrden

Head of Customer Success, Discovery
Xperi

Wally Brill, Google, Connected Customer Summit
Wally Brill

Head of Conversation Design Outreach and Education
Google

Roy Lindemann, ReadSpeaker, Connected Customer
Roy Lindemann

Chief Marketing Officer and Co-Founder
ReadSpeaker

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16.15

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

Read less remove
16.35

Networking
Participants will have different opportunities for networking via video call:
  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

Read less remove

Towards hyper-personalisation – the key to success in the post-COVID-19 economy?

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11.00

From the studio
Juliette Foster will set the scene for the forthcoming discussions with customer analytics guru Srini Janarthanam, AI Technology Analyst, NatWest.

Srini Janarthanam, RBS | Connected Customer
Srini Janarthanam

AI Technology Analyst
Royal Bank of Scotland

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11.10

In conversation

Real-time, contextual, market-of-one: making hyper-personalisation a reality

Join expert thought-leaders, Eddie and Darren, as they discuss and debate what makes a truly excellent personalisation strategy.

Eddie Short, O2, Customer Experience Event
Eddie Short

Director - Data Insights and Analytics
O2

Darren Loveday, Thunderhead, Customer Experience Event
Darren Loveday

Senior Vice President, Customer Engagement
Thunderhead

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11.25

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

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11.45

Panel discussion

Preparing for hyper-personalisation: understanding the opportunities; overcoming the barriers

  • What does hyper-personalisation really mean? What opportunities do digital developments present?
  • How are purchases going to be influenced in future – convenience and choice in the platform economy?
  • Open banking and connected device data: how big a role will AI-driven analysis of these play in the future?
  • Deserving the data – have privacy attitudes shifted? What warrants customers allowing data access?
  • What are the keys to providing contextually relevant and compelling hyper-personalised experiences?

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
News UK

Christina Finlay, National Trust, Customer Experience Event
Christina Finlay

Director, Insight and Data
National Trust

William Cook, OpenText, Customer Experience Event
William Cook

Subject Matter Expert, Digital Experience
OpenText

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12.15

Question time
Our speakers will take questions from the audience via live chat before we continue the discussion with our pundits in the studio.

Read less remove
12.35

Networking
Participants will have different opportunities for networking via video call:
  • Speed networking
  • Coffee break conversations in small groups
  • Invitation-only virtual roundtables

Read less remove

networking opportunities.

Going online doesn’t mean compromised networking opportunities!

AI-driven networking software is embedded in our event platform, so you can livestream content and connect with CX professionals all in one place. With live Q&As, video questions, digital boardrooms and speed networking, a host of networking opportunities are built into the agenda.

Intelligent learning algorithm

AI-powered networking keeps learning about your interests to present you with the best matches.

Raise your profile

Along with your professional information, add a company bio or video content to showcase your company.

See who is interested in you

You don’t have to do all the work! Get access to a list of fellow attendees who have shown interest in you.

tickets.

CX professionals.

If you are a customer experience professional working for a B2C company, then all you need to do is sign up to get access to all the content, join in with the live Q&As, meet with relevant solution providers and experience all that our market leading networking and matchmaking app has to offer.

solution providers.

If you offer any kind of solution, buy your ticket now to get access to 2 weeks of content, the AI-driven matchmaking and networking platform, and a limited number of meetings with attendees.

partner with us.

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.

sponsors.

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who attends.