12 - 14 November, 2019
| Hilton London Olympia , London, United Kingdom
CONFERENCE DAY TWO (14 NOVEMBER)
8:00 - 9:00
REGISTRATION AND WELCOME COFFEE
9:00 - 9:15
DAY TWO OPENING REMARKS
Andy Wilkins -
CEO & Co-Founder of vision4health,
BE Advisory
9:15 - 9:45
DELIGHTING CUSTOMERS WITH AI
Brian Hodgdon -
Head of Customer Experience Insight & Innovation,
Dropbox
Rapidly introduce AI and then systematically mature it to drive quick, iterative, value all while achieving the ultimate goal of delighting your customers.
Know your customer, know your environment and tailor the experience accordingly. Enable your customers to self-solve, with confidence. Build AI capabilities once and leverage them across channels. Avoid pitfalls which can damage your brand.
Brian will share the Dropbox CX journey with their AI and ML initiatives, which are aimed at helping achieve greater customer self-sufficiency, developing more personalised conversations in context of customer interactions and differentiating Dropbox through a more compelling CX.
9:45 - 10:30
PANEL DISCUSSION: WHAT ARE YOU INVESTING IN TO GIVE YOUR CUSTOMER SERVICE A MODERN MAKEOVER?
Francois Bourquin -
Chief Digital Officer,
Orange
James Brindley-Raynes - Sr. Global Product Manager, Contact Centre Solutions, HSBC
Francesco Federico - Executive Director, EMEA Digital Marketing, JLL
Chanice Henry - Editor-in-Chief, CX Network
The biggest impact of AI will undoubtedly be to transform customer service by making it automated, faster, more accessible and hassle-free. This panel discussion aims to help you identify your next investment and prepare a roadmap for success. We will answer questions such as:
· What are you currently investing in with regards to your customer service?
· What is the customer problem you are trying to solve? / What job are you helping your customer to complete?
· Why was that of primary importance to your organisation?
· What does the project need to be successful?
· What are the key investments to look into in 2020?
10:30 - 11:00
HOW TO GENERATE A POSITIVE ROI FOR AI THROUGH SUCCESSFUL IMPLEMENTATION
Ansi Rona-Bayildiran -
Director,
Tinderbox Technologies
Thanks to having a process-orientated business model, led by tech-savvy executives, one of the business lines to embrace AI first is the customer experience realm. Companies can witness an impressive ROI by capitalisation of artificial intelligence, if done correctly.
Are you eager to use AI to enhance your CX and boost your business bottom line? This session is the opportunity to learn about the value of AI in CX and why it is so beneficial in the balance sheet, as well as which tools in the market are the most favourable.
11:00 - 11:30
NETWORKING MORNING BREAK
11:30 - 12:45
WORKSHOP SESSION: CUSTOMER SENTIMENT – THE NEW METRIC
Jacqueline Mundkur -
Sr. Advisor - Consumer & Retail, Customer Engagement Specialist,
Transaction Square
Conventional wisdom tells us that businesses should prioritise metrics over emotions, right? But what if your customers’ thoughts and feelings were a measurable data point? Customers are sounding off online like never before. And even more so, customers want to hear each other’s thoughts about your products and service – whether it’s good or bad.
This workshop-style session is designed to help you tap into customer sentiment analysis in order to make more informed business decisions and continuously improve your customer experience. Jacqueline will share with you takeaways from real life data captured and analysed from customer feedback and customer sentiment, including physical, as well as social blended scores and insights from telecom and retail backgrounds. Then, there will be a dedicated time to discuss a few arising questions and problems, giving you the knowledge to act on customer sentiment more effectively.
Jacqueline Mundkur
Sr. Advisor - Consumer & Retail, Customer Engagement SpecialistTransaction Square
12:45 - 13:45
NETWORKING LUNCH
13:45 - 14:15
IS NON-FRAGMENTED CX POSSIBLE WITH CHATBOTS?
Dr. Nicola Millard -
Head of Customer Insight & Futurology,
BT
One of the most reoccurring challenges with chatbots is the extent to which they are able to live up to the expectations of being intelligent. What is a purpose of an intelligent assistant and what actually makes it intelligent? How do we develop an assistant that is aware and understanding of the user’s needs, and is able to deal with any scenario of conversation with ease?
Join Nicola to learn about how BT is working on creating a non-fragmented experience through chatbots and building a smooth transition between the right human and the machine in customer interactions. Moreover, you will hear about how technology is used to skill service agents and make interactions more meaningful.
14:15 - 14:45
GROWING NEW CHANNELS FOR HEALTH INFORMATION WITH A VIRTUAL ASSISTANT
Ellen Ward -
Delivery Manager, AI & Virtual Assistant,
Versus Arthritis
Danni Coxon-Smith - Senior Digital Content Editor, Versus Arthritis
This session is a case study of innovation in the not-for-profit health sector, where a virtual assistant has been implemented to scale up Versus Arthritis’s ability to provide support to the public. The Arthritis Virtual Assistant (AVA) provides an additional channel of support for people with questions about musculoskeletal conditions like arthritis. Users can have a conversation with AVA to find out more about specific conditions or symptoms, as well as helpful tips on exercise, diet and available support. Since the start of 2019, AVA has been opened nearly 25,000 times. Follow Versus Arthritis’s journey of transformation and the delivery of AVA, the challenges they faced and what they learnt, as well as their plans for integrating AI into the wider organisation.
14:45 - 15:15
TABLE DISCUSSION: SYNTHESISING YOUR LEARNINGS
Andy Wilkins -
CEO & Co-Founder of vision4health,
BE Advisory
At your roundtables, take the opportunity to reflect on your learnings thus far and share your throughts with the audience.
· What is your key takeaway from this forum?
· What actions are you going to take as a result of your learnings?
· What new questions arise once we move further into the future of AI in CX?
