22 September – 1 October
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
Vice President Global Marketing, N26
Pete Buckley
Connection Planner, Facebook
Wally Brill
Head of Conversation Design Outreach and Education, Google
Steve Keller
Sonic Strategy Director, Pandora
Cristina Constandache
Chief Revenue Officer, Rakuten Viber
David Gold
Director of Public Affairs & Policy, Royal Mail Group
Aldo Agostinelli
Digital Officer, Sky Italia
Patricia Sanchez Diaz
Customer Experience Lead, Senior Manager, Centrica
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.
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
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
Managing Director
Think, Inspire & Create
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
Principal Innovation Partner
BT
David Howgego
Vice President, EMEA
Medallia
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
Chief Revenue Officer
Rakuten Viber
Patrick Stal
Vice President Global Marketing
N26
Graham Johnston
Head of Omnichannel
Three
Neil Greathead
Chief Customer Officer
Smart Communications
The rise of the virtual assistant – delivering the ultimate self-service experience
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
AI Technology Analyst
Royal Bank of Scotland
Karolin Nakonz
Partner, Automation Practice Leader, UK & Ireland
IBM
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.
Tobias Hinterthür
Head of Smart Home Innovation Lab
Zurich
Michael Conway
Associate Partner | AI Practice Leader
IBM
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
Customer Experience Lead, Senior Manager
Centrica
Ozlem Williams
Senior Product Designer in UX & Design
Babylon Health
Rebecca Henderson
Cora Lead - Futures Initiative
NatWest
Max Ball
Director – Product Marketing
RingCentral
Human and the digital – where should the balance now lie?
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
Co-Founder
CX Lab
Alan Linter
Director of Innovation
Capita
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
Digital Officer
Sky Italia
Panel discussion
Blending the human with the digital: finding the perfect mix
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How are advances in automation and digital take-up redefining customer strategies?
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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
Connection Planner
Facebook
Charles Instone
Chief Marketing Officer
TheDrug.Store
Jade Denham
Head of Digital UX & Product
Holland & Barrett
Digital solutions for vulnerable customers – combining speed with care
From the studio
Prashant Parekh
Head of Customer Experience
National Property Trade
Interview
Deploying new services for the vulnerable at speed
Prashant Parekh
Head of Customer Experience
National Property Trade
Panel discussion
Delivering excellent experience for vulnerable customers: from speedy identification to holistic support
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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
Director of Public Affairs & Policy
Royal Mail Group
Dipu KV
President - Head of Operations, Communities and Customer Service
Bajaj Allianz
Mike Bingham
Affordability Lead - Customer Propositions, Customer Strategy & Insight
Thames Water
David Cousins
EMEA Contact Centre Sales Leader
Twilio
Unlocking voice as a channel - actionable strategies for today and tomorrow
From the studio
Kane Simms
Founder
VUX World
Interview
Sound business: finding your voice in an age of digital disruption
Steve Keller
Sonic Strategy Director
Pandora
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 Ricklefs
Lead Architect - Technology, Strategy and Architecture
BBC
Depika Koria
Global Product Owner – Voice Assistants
HSBC
Patrick Byrden
Head of Customer Success, Discovery
Xperi
Wally Brill
Head of Conversation Design Outreach and Education
Google
Roy Lindemann
Chief Marketing Officer and Co-Founder
ReadSpeaker
Towards hyper-personalisation – the key to success in the post-COVID-19 economy?
From the studio
Srini Janarthanam
AI Technology Analyst
Royal Bank of Scotland
In conversation
Real-time, contextual, market-of-one: making hyper-personalisation a reality
Eddie Short
Director - Data Insights and Analytics
O2
Darren Loveday
Senior Vice President, Customer Engagement
Thunderhead
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
Chief Technology Advocate
Starling Bank
Pete Evia-Rhodes
Director of Customer Value, The Times
News UK
Christina Finlay
Director, Insight and Data
National Trust
William Cook
Subject Matter Expert, Digital Experience
OpenText
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.
Gold Sponsors
Silver Sponsors
Bronze Sponsor
Media Partners
who attends.