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.
Vice President Global Marketing, N26
Connection Planner, Facebook
Head of Conversation Design Outreach and Education, Google
Sonic Strategy Director, Pandora
Chief Revenue Officer, Rakuten Viber
Director of Public Affairs & Policy, Royal Mail Group
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.
STRATEGY | 11:00 - 13:00 | BST
Tuesday, 22 September 2020
VIRTUAL ASSISTANTS | 15:00 - 17:00 | BST
Wednesday, 23 September 2020
HUMAN/DIGITAL | 11:00 - 13:00 | BST
Thursday, 24 September 2020
VULNERABLE CUSTOMERS | 11:00 - 13:00 | BST
Tuesday, 29 September 2020
VOICE | 15:00 - 17:00 | BST
Wednesday, 30 September 2020
PERSONALISATION | 11:00 - 13:00 | BST
Thursday, 1 October 2020
Channel strategies for the next normal
The rise of the virtual assistant – delivering the ultimate self-service experience
Human and the digital – where should the balance now lie?
Digital solutions for vulnerable customers – combining speed with care
Unlocking voice as a channel - actionable strategies for today and tomorrow
Towards hyper-personalisation – the key to success in the post-COVID-19 economy?
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.
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.
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.