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.

With a market set to be worth $127 billion by 2024, the impact of voice technology is just starting to be realised in customers’ lives. Providing frictionless interactions, voice is creating an unrivalled opportunity for closer and more personal connections with the customer, and is allowing organisations to establish even greater brand engagement. 

voice. will focus on the emergence of voice technology in the commercial world. Providing practical, take-home advice in the form of case studies, development stories and panel discussion – attend this conference to understand how your company can benefit from voice technology and to gain the tools you need to turn your ideas into realities. 

Why Attend?

Understand how the latest developments in voice technology to give you a window into how your customer experience will be revolutionised. 

Learn lessons from the giants dominating the voice sphere – be it Alexa, Google Assistant or Cortana – hear from the inside how they think voice will change it all

Find out how to get personalisation right as a new wave of data analytics opens new doors to customer insights

Network with leaders across multiple sectors and discover the blueprint for transforming your business

speakers.

Steve Keller, Connected Customer Summit, Pandora

Steve Keller

Sonic Strategy Director, Pandora

Wally Brill, Google, Connected Customer Summit

Wally Brill

Head of Conversation Design Advocacy and Education, Google

Sina Kahen, Vaice, Connected Customer Summit

Sina Kahen

Co-Founder, TheVoiceCourse.co

Kane Simms, VUX World, Connected Customer Summit

Kane Simms

Founder, VUX World

Patrick Stal, Uber, Connected Customer Summit

Patrick Stal

Senior Director, Head of Marketing EMEA, Uber

Hannes Ricklefs, BBC, Connected Customer Summit

Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture, BBC

Patrick Bryden, TiVo, Connected Customer Summit

Patrick Byrden

Senior Director, Customer Solutions, TiVo

Depika Koria, HSBC, Connected Customer Summit

Depika Koria

Global Product Owner – Voice Assistants, HSBC

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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?

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

Customer Experience Lead, Senior Manager , Centrica

Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer , Viber

Mark Evans, Direct Line Group | Connected Customer
Mark Evans

Managing Director, Marketing & Digital , Direct Line

Graham Johnston, 3, Connected Customer summit
Graham Johnson

Head of Omnichannel and Digital First , Three

Neil Greathead, Smart Communications, Connected Customer Summit
Neil Greathead

Chief Customer Officer , Smart Communications

Session 2

Laying the foundations for success

11.30
Keynote address

Lessons in the here and now: actionable voice strategies for today and tomorrow


Theunis Scheepers | Connected Customer
Theunis Scheepers

General Manager, Alexa Skills and Voice Services UK , Amazon

12.10

Creating excellent conversational experiences

  • What are the success factors in launching conversational apps and skills?
  • Just a voice? Establishing a brand on a brand-new platform
  • What are the positives and negatives of creating a persona in voice experiences?
  • Standing out from the crowd: strategies for creating a distinct voice experience

Hannes Ricklefs, BBC, Connected Customer Summit
Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture , BBC

12.30
Panel discussion

Defining your voice strategy

  • What are the most exciting opportunities that conversational interfaces present?
  • How can brands adapt their core products to thrive on the medium of voice?
  • Jumping in feet first: demonstrating actionable benefits and securing board buy-in
  • How quickly can ROI be expected from voice skills?
  • Encouraging uptake in an emerging market: making your skill stand out
  • Just another platform? Using voice to complement existing channels
  • What use cases will emerge as the technology matures?
  • How can voice be integrated into the omni-channel experience?

Theunis Scheepers | Connected Customer
Theunis Scheepers

General Manager, Alexa Skills and Voice Services UK , Amazon

Hannes Ricklefs, BBC, Connected Customer Summit
Hannes Ricklefs

Lead Architect - Technology, Strategy and Architecture , BBC

Patrick Bryden, TiVo, Connected Customer Summit
Patrick Byrden

Senior Director, Customer Solutions , TiVo

Depika Koria, HSBC, Connected Customer Summit
Depika Koria

Global Product Owner – Voice Assistants , HSBC

Niclas Bergström, Connected Customer Summit
Niclas Bergström

Chief Technology Officer & Founder , ReadSpeaker

Session 3

Conversational AI in action

14.30
Case Study | Babylon Health

Healthcare at the touch of a button

On a mission to provide accessible healthcare for anyone with a smartphone, Babylon Health has created an artificially intelligent doctor capable of understanding and recognising human symptoms. Ozlem will describe what it takes to bring bot and voice interactions to life.


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

Product Designer, Voice and Conversational UI , Babylon Health

Case Study | House of Insurtech Switzerland

Mastering speech-to-text processing


Samyr Mezzour, House of Insurtech Switzerland, Connected Customer Summit
Samyr Mezzour

Co-Founder and Chief Innovation Officer , House of Insurtech Switzerland

15.05
Case study | Shell

Reducing complex inventory searches to one simple chatbot interaction

LubeChat is Shell’s online B2B chatbot that is designed to give users around the world easy, real-time access to product support, technical services and lubricant data. Over the past year it has proven itself to be a crucial tool in the hands of Shell’s clients reducing a long catalogue search to a simple and personalised browsing experience.


Matthew Clementson, Shell, Connected Customer Summit
Matthew Clemenston

Product Manager , Shell

15.35
Q&A panel discussion

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

Product Designer, Voice and Conversational UI , Babylon Health

Samyr Mezzour, House of Insurtech Switzerland, Connected Customer Summit
Samyr Mezzour

Co-Founder and Chief Innovation Officer , House of Insurtech Switzerland

Matthew Clementson, Shell, Connected Customer Summit
Matthew Clemenston

Product Manager , Shell

Session 4

Building momentum for an emerging technology

16.45
Keynote address

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


Steve Keller, Connected Customer Summit, Pandora
Steve Keller

Sonic Strategy Director , Pandora

17.25
Panel discussion

Breaking past the barriers to mass adoption

• Getting over the fear: what are the solutions to concerns around privacy and trust in voice?
• Alexa doesn’t understand me – how can datasets be made rich enough to enable voice to serve the majority of the population?
• Going beyond visual: are marketers overlooking the impact of voice in their brand?
• The psychological element of voice in consumer behavior: is it fully understood?
• Voice interoperability: interacting with multiple voice assistants through one device
• What are the surrounding technologies that can propel voice further?


Steve Keller, Connected Customer Summit, Pandora
Steve Keller

Sonic Strategy Director , Pandora

Sina Kahen, Vaice, Connected Customer Summit
Sina Kahen

Co-Founder , TheVoiceCourse.co

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

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