Catch up on all the sessions on-demand

Catch up on everything you missed at Connected Customer: The Virtual Sessions. Hear from our impressive line-up of CX change-makers as they share their customer innovation strategies, including CX digitalisation, channel strategies, chatbots, supporting vulnerable customers, voice and personalisation – all available on-demand!

breakdown of your virtual sessions.

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.

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.

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.

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

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.

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.

Virtual Session 1

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.

In conversation with

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

Featuring:
Nicola Millard, Principal Innovation Partner, BT
David Howgego, Vice President, EMEA, Medallia

Pundit:
Hayley Monks, Managing Director, Think, Inspire & Create

Panel discussion

Refocusing channel strategy for the next normal

Featuring:
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

Pundit:
Hayley Monks, Managing Director, Think, Inspire & Create

Virtual Session 2

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.

In conversation with

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

Featuring:
Tobias Hinterthür, Head of Smart Home Innovation Lab, Zurich
Michael Conway, Associate Partner | AI Practice Leader, IBM

Pundits:
Srini Janarthanam, AI Technology Analyst, Royal Bank of Scotland
Karolin Nakonz, Partner, Automation Practice Leader, UK & Ireland, IBM

Panel discussion

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

Featuring:
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

Pundits:
Srini Janarthanam, AI Technology Analyst, Royal Bank of Scotland
Karolin Nakonz, Partner, Automation Practice Leader, UK & Ireland, IBM

Virtual Session 3

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.

Interview

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

Featuring:
Aldo Agostinelli, Digital Officer, Sky Italia

Pundits:
Tim Wade, Co-Founder, CX Lab
Alan Linter, Director of Innovation, Capita

Panel discussion

Blending the human with the digital: finding the perfect mix

Featuring:
Pete Buckley, Connection Planner, Facebook
Charles Instone, Chief Marketing Officer, TheDrug.Store
Jade Denham, Head of Digital UX & Product, Holland & Barrett

Pundits:
Tim Wade,
Co-Founder, CX Lab
Alan Linter,
Director of Innovation, Capita

Virtual Session 4

From speedy identification to holistic support and deploying new products with speed, hear about the digital solutions shaking up the experience for vulnerable customers. Rethink your contact centre strategy and discover how technology can be used to both identify vulnerable customers quicker and offer a more personalised response. 

Interview

Deploying new services for the vulnerable at speed

Featuring:
Prashant Parekh, Head of Customer Experience, National Property Trade

Panel discussion

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

Featuring:
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,
EEA Contact Centre Sales Leader, Twilio

Pundit:
Prashant Parekh,
Head of Customer Experience, National Property Trade

Virtual Session 5

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, take away the knowledge you need to design an excellent voice experience that’s guaranteed to delight your customers. 

Interview

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

Featuring:
Steve Keller, Sonic Strategy Director, Pandora

Pundit:
Kane Simms, Founder, VUX World

 

Panel discussion

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

Featuring:
Wally Brill, Head of Conversation Design Outreach and Education, Google
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
Roy Lindemann, Chief Marketing Officer and Co-Founder, ReadSpeaker 

Pundit:
Kane Simms,
Founder, VUX World

Virtual Session 6

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. Learn how to leverage AI-driven analytics, while maintaining awareness of data privacy attitudes.

In conversation with

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

Featuring:
Eddie Short,
Director – Data Insights and Analytics, O2
Darren Loveday,
Senior Vice President, Customer Engagement, Thunderhead

Pundit:
Srini Janarthanam, AI Technology Analyst, Royal Bank of Scotland

 

Panel discussion

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

Featuring:
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

Pundit:
Srini Janarthanam,
AI Technology Analyst, Royal Bank of Scotland