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
Ian Edwards
Planning Director, Facebook
JJ van Oosten
Chief Customer and Digital Officer, Kingfisher
Steve Keller
Sonic Strategy Director, Pandora
David Gold
Director of Public Affairs & Policy, Royal Mail Group
Cristina Constandache
Chief Revenue Officer, Rakuten Viber
Aldo Agostinelli
Chief 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 chatbots 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.
- All Topics
Connected Customer: The Virtual Sessions
Click between the tabs to view the different sessions
In conversation
Leveraging accelerated digital take-up to deliver better solutions for customers
Join two digital thought-leaders as they discuss and debate what makes the ideal channel strategy for the next normal.
JJ van Oosten
Chief Customer and Digital Officer , Kingfisher
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 and Digital First , Three
Neil Greathead
Chief Customer Officer , Smart Communications
In conversation
Taking chatbots to a new level: understanding the full potential of the virtual assistant
Join two digital thought-leaders as they discuss the evolution of chatbots into intelligent assistants capable of orchestrating processes and delivering a proactive and ever more personalised service.
Jörg-Tobias Hinterthür
Head of Smart Home Innovation Lab , Zurich
Panel discussion
The march of the chatbots: delivering the ultimate self-service experience
- What are the main chatbot use cases and do how 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 Kucukyilmaz Williams
Product Designer, Voice and Conversational UI , Babylon Health
Rebecca Henderson
Cora Lead - Futures Initiative , NatWest
In conversation
Defining the boundaries of CX digitalisation: where should digital end and human begin?
Join two expert thought-leaders as they discuss and debate what makes a truly excellent digital strategy for the next normal.
Aldo Agostinelli
Chief 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?
Ian Edwards
Planning Director , Facebook
Charles Instone
Director of E-Commerce , TheDrug.Store
Jade Denham
Head of Digital UX & Product , Holland & Barrett
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
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Exploring opportunities in AI and ML: how can technology be leveraged to identify vulnerable customers more quickly and to offer a more personalised response?
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Going above and beyond: how can brands launch new products or value-added offerings for the vulnerable with both speed and care?
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Rethinking digital channels: what strategies should be put in place to ensure communication is clear and customer journeys are supported?
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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
From the studio
Kane Simms
Founder , VUX World
In conversation
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
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
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.
who attends.