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All-encompassing agenda aimed at delivering an unforgettable experience


Customer Engagement and Personalisation
09:00
Panel Discussion: Personalised customer service in the era of automation

With huge leaps in automated technology including AI, chatbots and self-serve capabilities the era of automation is well underway. But how do we ensure that customers don’t feel detached and receive personal customer service? In this discussion we'll analyse how to balance tech innovation and our customers need for human interactions

Moderated by: __company Adrian Swinscoe Punk CX

__company Regina Borda Managing Director Europe and Canada Pizza Hut

__company Monika Schulze Global Head Customer & Digital Experience Zurich

__company Prashanth Krishnaswami Global Head of Product Marketing Zoho

__company Harriet Treadwell Head of Customer Love Butternut Box

__company Nick MacFarlane Head of CX Sky

10:00
Combining AI with human touch to provide a better CX

AI has the potential to automate some of the more mundane and every day queries that a customer has for a brand and its product. By automating some of these responses the agents will have more time and be able to deal with queries that need a human input such as quality control complaints for example

__company Monika Schulze Global Head Customer & Digital Experience Zurich

10:25
Customer Service 24/7 - Implement and leverage chatbot technology for accessible service

The benefit of chatbot technology is that you are now able to offer your customers 24/7, round the clock responses in almost real time. From implementation through to release chatbots can revolutionise the way your customers interact with your brand and the accessibility you offer. In this session we will cover the benefits and implications of a chatbot strategy

__company Robin Caswell Head of EMEA Conversocial

10:50
Fireside Chat: How to keep a traditional food brand relevant and distinctive

Customers today demand more, better, and faster food than ever before. At Pizza Hut, we’re responding to these demands by changing and enhancing the ways we do business by projecting a brand that is relevant and distinctive. But rather than creating an extra burden, learn how we’re leveraging this challenge as an opportunity to rejuvenate our business strategy and build a more powerful bond with our customers.

__company Regina Borda Managing Director Europe and Canada Pizza Hut

11:15
Coffee and Networking
11:45
Learnings from 100 Million Bot Interactions (and growing): The Power of Digital Customer Service

Increasingly, customers expect brands to offer support on their preferred digital communication channels and to manage persistent dialogues. If you're thinking that's easier said than done— then think again. The latest findings in Helpshift's State of Service Automation Report reveal that leaders in digital customer service are rising to the occasion by not only providing a well-orchestrated experience but reducing support costs to boot. Join this session to learn:

  • The new standard top performers are setting in service automation
  • 3 steps to streamline and scale 80% of your customer service processes
  • How to improve agent productivity by 200% with a well-orchestrated support experience

__company Abinash Tripathy Founder & CSO Helpshift

12:10
Botman vs SuperAgent: AI in the contact centre

BT Nicola Millard Head of Customer Insights and Futures BT

12:35
Lunch and Networking Break
Exclusive Unbabel Workshop: Powering customer excellence with an AI and gig economy model
Hosted by Gina Dragulin of Unbabel and James Cross of Microsoft
Multichannel Customer Service
Chaired by Chris Combemale, CEO, DMA
14:00
Panel Discussion: Be where your customers are

Brands need to figure out where their customers are across channels and what their strategy is for each platform. Find out how to compile and analyse data/findings/activity and be able to act upon what your customers are saying

__company Tim Sheard Account Director EMEA Smooch by Zendesk

__company Paolo Fabrizio Digital and Social Customer Service Trainer Customer Service Culture

__company Edgard Rodriguez Head of Customer Experience FCA Fiat and Chrysler

__company Neil Gandhi Product Manager Google

HSBC Paul Richardson Global Head of Customer Journey Approach HSBC

15:00
Messaging will soon be your customers preferred customer service channel
  • Convenience is the new loyalty
  • Why WhatsApp will become the leading EMEA customer service channel
  • A messaging customer service maturity model to improve loyalty and reduce TCO
  • Why BYOB (Bring Your Own Bot) is a future proof AI strategy
  • How leading B2C brands excel in digital customer service

__company Christoph Neut VP EMEA Sparkcentral

15:25
The human touch, from prospect to customer - a case study

In times of rapid technological changes, it is key harness the power of technology to help brands generate growth across the value constellation. This is a case study on how, by involving our dealers in the customer journey, we have gained greater customer centricity and improved our business performance. The customer experience? Experience the customer.

__company Edgard Rodriguez Head of Customer Experience FCA Switzerland Fiat Chrysler Automobiles

15:50
Nurturing a Customer-Obsessed Culture
  • Share our Customer Experience Framework Model
  • Overview or the attributes needed to drive improvements in Customer Sentiment
  • Developing Employee Engagement and Satisfaction

__company Mary McCarthy Readiness, Culture and People Lead for Modern Life Gaming and Customer Service Microsoft

16:15
Coffee and Networking Break
16:40
More vital than ever: Service in a more connected world

Microsoft and its customers are on a journey to the world of cloud computing – a significant change for service and support teams.  Find out how Microsoft is driving customer experiences and delivering business outcomes as support becomes a key product differentiator.

  • How a new world of cloud service changes the role of service and support for customers and for Microsoft
  • How we connect support and business groups around the world
  • How we aim to right size support for customers
  • How we drive loyalty by helping customers achieve more

__company Mike Palmer Worldwide Support Engagement Lead Microsoft

17:05
Business Messaging: Meet Consumers Where They Are

Millions of businesses rely on SMS to communicate with mobile consumers. Though SMS meets the consumers’ needs for instant notification, it lacks the interactivity and personalization consumers expect. RCS Business Messaging upgrades SMS with branding, rich media and analytics that lead to better consumer engagement. With RBM, businesses can bring branded, interactive mobile experiences, right to the default messaging app.

__company Neil Gandhi Product Manager Google

17:30
Live chat – worth the investment? – Charlar con sky

Nick will show talk about the success of Sky Spain’s digital only contact centres where 80% of contact volume comes through live chat and demonstrate how it unlocks so much more

__company Nick MacFarlane Head of CX Sky

18:00
Evening Drinks Reception
Empowering CS Agents to be Customer-Centric
Chaired by Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
09:00
Panel Discussion: Build, Train and Engage a CS Team

Building and motivating employees in the customer service sector has been a longstanding challenge for brands. The importance of training and clear progression has been underestimated for too long. Discuss how through improved internal team development and management we can build an organisation that is geared towards serving the customers' needs

Moderator: __company Richard Hird Director Urban Lime Learning

__company Mary McCarthy Readiness, Culture and People Lead for Modern Life Gaming and Customer Service Microsoft

__company Harriet Treadwell Head of Customer Love Butternut Box

__company Harriet Rowe UK Customer Transformation Programme Manager, Customer & Stakeholder Experience National Grid

__company Paolo Fabrizio Digital and Social Customer Service Trainer Customer Service Culture

10:00
Measuring team performance

What metrics and tools are you using to track success and efficiency of your CS agents? Aside from individual performance how are brands going about goals management and how can companies ensure that their agents have clear, trackable targets. In this segment we analyse what metrics are best for driving team performance and NPS

__company Will Green Propositions and Innovation Director Barclays

10:25
S2L: the way to a user centric strategy

For any organization offering services to users, the Shift to Left model is the roadmap to transform its way of designing, providing and supporting services. Starting at a foundational organization of four levels of Support the S2L model shows how important is for any organization to initiate that journey, set priorities and objectives. We talk about some critical tips to make your trip faster and more confident.

__company Juan Ramón Palomino Multichannel User Support Director Madrid Digital

10:50
Coffee and Networking Break
11:20
The Plusnet Way

Here at Plusnet we're all about providing great value broadband, mobile, TV and sport with award-winning customer service. We compete with many much larger organisations despite our smaller scale, by often taking a slightly different approach with a big dose of Yorkshire. This is how.

__company Paul Coulton Customer Service and Operations Director Plusnet

11:45
How to spark joy with your customers and your team

This talk will go through how you can surprise and delight your customers, motivate your team with culture and how using the human touch keeps both external and internal relationships at a world class level.

__company Harriet Treadwell Head of Customer Love Butternut Box

12:10
Build Competitive Advantage Through Customer Engagement and AI

To successfully build customer relationships and loyalty, companies are striving to keep up with growing customer expectations. This presentation will provide insights into the benefits of digital customer engagement maturity and share best practices to help you get started with AI and chatbots for better and more scalable customer engagement.

__company Sandra Schroeter International Head, Customer Engagement Technologies LogMeIn

12:35
Lunch and Networking Break
Customer Service Infrastructure
Chaired by Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
13:35
Deliver a seamless customer journey across multiple channels

With your consumer potentially interacting with your brand across multiple platforms it is critical that their journey is seamless, and you remove as much friction as possible. CS teams need to establish a system where data from across the customer journey is brought together so agents have the necessary information to hand when called upon. Find out how to deliver an effortless omnichannel experience for your customer

__company Alan Riley Customer Services Director Chiltern Railways

14:00
Integrating and analysing data from multiple touchpoints

With the customer journey spread across multiple channels the customer journey could become disjointed and the customer may have to repeat steps and information when speaking to an agent or a chatbot. Here we discuss how system integration is key to helping brands deliver a customer experience that works throughout the whole journey

__company Chris Bowen Managing Director EMEA CWT

14:25
Combine Customer Care and Growth

Customer service and marketing teams are becoming more closely aligned with CMO's recognising that customer departments can help them understand their consumer, driving growth and loyalty. In this session we discuss how customer care can facilitate highly effective marketing, converting loyalty to growth

__company Christopher Macleod Director Customer and Revenue Transport for London

14:50
Coffee and Networking Break
15:15
Outstanding Customer Experience for Insurance Customers through Supplier Collaboration

Typically, insurance companies try to give money compensation when damage occurs. However, instead of money compensation we want to help our customers back to normal life with help of our suppliers. We have selected suppliers who can provide concrete help to our customers in several areas as property, health and cars.

OP Financial Group Kimmo Aalto Head of Business Sourcing OP Financial Group

15:40
Vodafone Case Study: 5 lessons from our IoT journey

Vodafone’s journey in digital transformation of their IoT practise, and embracing a new way of working which is very much customer centric and data driven. Topics of discussion include the challenges in the culture change, the importance of knowing what success looks like and instilling a culture of lots of customer testing early and often.

Vodafone Safdar Mustafa IoT Customer Experience Vodafone

16:05
Resolve customer issues at their first point of contact

While you need to prepare for escalation your priority should be to resolve any query at the first point of contact. Customers don’t want to repeat themselves and so you need to ensure that agents are up to date or mentored effectively. Strategize and train your way to customer satisfaction

Customer Engagement and Personalisation
09:00
Panel Discussion: Personalised customer service in the era of automation

With huge leaps in automated technology including AI, chatbots and self-serve capabilities the era of automation is well underway. But how do we ensure that customers don’t feel detached and receive personal customer service? In this discussion we'll analyse how to balance tech innovation and our customers need for human interactions

Moderated by: __company Adrian Swinscoe Punk CX

__company Regina Borda Managing Director Europe and Canada Pizza Hut

__company Monika Schulze Global Head Customer & Digital Experience Zurich

__company Prashanth Krishnaswami Global Head of Product Marketing Zoho

__company Harriet Treadwell Head of Customer Love Butternut Box

__company Nick MacFarlane Head of CX Sky

10:00
Combining AI with human touch to provide a better CX

AI has the potential to automate some of the more mundane and every day queries that a customer has for a brand and its product. By automating some of these responses the agents will have more time and be able to deal with queries that need a human input such as quality control complaints for example

__company Monika Schulze Global Head Customer & Digital Experience Zurich

10:25
Customer Service 24/7 - Implement and leverage chatbot technology for accessible service

The benefit of chatbot technology is that you are now able to offer your customers 24/7, round the clock responses in almost real time. From implementation through to release chatbots can revolutionise the way your customers interact with your brand and the accessibility you offer. In this session we will cover the benefits and implications of a chatbot strategy

__company Robin Caswell Head of EMEA Conversocial

10:50
Fireside Chat: How to keep a traditional food brand relevant and distinctive

Customers today demand more, better, and faster food than ever before. At Pizza Hut, we’re responding to these demands by changing and enhancing the ways we do business by projecting a brand that is relevant and distinctive. But rather than creating an extra burden, learn how we’re leveraging this challenge as an opportunity to rejuvenate our business strategy and build a more powerful bond with our customers.

__company Regina Borda Managing Director Europe and Canada Pizza Hut

11:15
Coffee and Networking
11:45
Learnings from 100 Million Bot Interactions (and growing): The Power of Digital Customer Service

Increasingly, customers expect brands to offer support on their preferred digital communication channels and to manage persistent dialogues. If you're thinking that's easier said than done— then think again. The latest findings in Helpshift's State of Service Automation Report reveal that leaders in digital customer service are rising to the occasion by not only providing a well-orchestrated experience but reducing support costs to boot. Join this session to learn:

  • The new standard top performers are setting in service automation
  • 3 steps to streamline and scale 80% of your customer service processes
  • How to improve agent productivity by 200% with a well-orchestrated support experience

__company Abinash Tripathy Founder & CSO Helpshift

12:10
Botman vs SuperAgent: AI in the contact centre

BT Nicola Millard Head of Customer Insights and Futures BT

12:35
Lunch and Networking Break
Exclusive Unbabel Workshop: Powering customer excellence with an AI and gig economy model
Hosted by Gina Dragulin of Unbabel and James Cross of Microsoft
Multichannel Customer Service
Chaired by Chris Combemale, CEO, DMA
14:00
Panel Discussion: Be where your customers are

Brands need to figure out where their customers are across channels and what their strategy is for each platform. Find out how to compile and analyse data/findings/activity and be able to act upon what your customers are saying

__company Tim Sheard Account Director EMEA Smooch by Zendesk

__company Paolo Fabrizio Digital and Social Customer Service Trainer Customer Service Culture

__company Edgard Rodriguez Head of Customer Experience FCA Fiat and Chrysler

__company Neil Gandhi Product Manager Google

HSBC Paul Richardson Global Head of Customer Journey Approach HSBC

15:00
Messaging will soon be your customers preferred customer service channel
  • Convenience is the new loyalty
  • Why WhatsApp will become the leading EMEA customer service channel
  • A messaging customer service maturity model to improve loyalty and reduce TCO
  • Why BYOB (Bring Your Own Bot) is a future proof AI strategy
  • How leading B2C brands excel in digital customer service

__company Christoph Neut VP EMEA Sparkcentral

15:25
The human touch, from prospect to customer - a case study

In times of rapid technological changes, it is key harness the power of technology to help brands generate growth across the value constellation. This is a case study on how, by involving our dealers in the customer journey, we have gained greater customer centricity and improved our business performance. The customer experience? Experience the customer.

__company Edgard Rodriguez Head of Customer Experience FCA Switzerland Fiat Chrysler Automobiles

15:50
Nurturing a Customer-Obsessed Culture
  • Share our Customer Experience Framework Model
  • Overview or the attributes needed to drive improvements in Customer Sentiment
  • Developing Employee Engagement and Satisfaction

__company Mary McCarthy Readiness, Culture and People Lead for Modern Life Gaming and Customer Service Microsoft

16:15
Coffee and Networking Break
16:40
More vital than ever: Service in a more connected world

Microsoft and its customers are on a journey to the world of cloud computing – a significant change for service and support teams.  Find out how Microsoft is driving customer experiences and delivering business outcomes as support becomes a key product differentiator.

  • How a new world of cloud service changes the role of service and support for customers and for Microsoft
  • How we connect support and business groups around the world
  • How we aim to right size support for customers
  • How we drive loyalty by helping customers achieve more

__company Mike Palmer Worldwide Support Engagement Lead Microsoft

17:05
Business Messaging: Meet Consumers Where They Are

Millions of businesses rely on SMS to communicate with mobile consumers. Though SMS meets the consumers’ needs for instant notification, it lacks the interactivity and personalization consumers expect. RCS Business Messaging upgrades SMS with branding, rich media and analytics that lead to better consumer engagement. With RBM, businesses can bring branded, interactive mobile experiences, right to the default messaging app.

__company Neil Gandhi Product Manager Google

17:30
Live chat – worth the investment? – Charlar con sky

Nick will show talk about the success of Sky Spain’s digital only contact centres where 80% of contact volume comes through live chat and demonstrate how it unlocks so much more

__company Nick MacFarlane Head of CX Sky

18:00
Evening Drinks Reception

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Empowering CS Agents to be Customer-Centric
Chaired by Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
09:00
Panel Discussion: Build, Train and Engage a CS Team

Building and motivating employees in the customer service sector has been a longstanding challenge for brands. The importance of training and clear progression has been underestimated for too long. Discuss how through improved internal team development and management we can build an organisation that is geared towards serving the customers' needs

Moderator: __company Richard Hird Director Urban Lime Learning

__company Mary McCarthy Readiness, Culture and People Lead for Modern Life Gaming and Customer Service Microsoft

__company Harriet Treadwell Head of Customer Love Butternut Box

__company Harriet Rowe UK Customer Transformation Programme Manager, Customer & Stakeholder Experience National Grid

__company Paolo Fabrizio Digital and Social Customer Service Trainer Customer Service Culture

10:00
Measuring team performance

What metrics and tools are you using to track success and efficiency of your CS agents? Aside from individual performance how are brands going about goals management and how can companies ensure that their agents have clear, trackable targets. In this segment we analyse what metrics are best for driving team performance and NPS

__company Will Green Propositions and Innovation Director Barclays

10:25
S2L: the way to a user centric strategy

For any organization offering services to users, the Shift to Left model is the roadmap to transform its way of designing, providing and supporting services. Starting at a foundational organization of four levels of Support the S2L model shows how important is for any organization to initiate that journey, set priorities and objectives. We talk about some critical tips to make your trip faster and more confident.

__company Juan Ramón Palomino Multichannel User Support Director Madrid Digital

10:50
Coffee and Networking Break
11:20
The Plusnet Way

Here at Plusnet we're all about providing great value broadband, mobile, TV and sport with award-winning customer service. We compete with many much larger organisations despite our smaller scale, by often taking a slightly different approach with a big dose of Yorkshire. This is how.

__company Paul Coulton Customer Service and Operations Director Plusnet

11:45
How to spark joy with your customers and your team

This talk will go through how you can surprise and delight your customers, motivate your team with culture and how using the human touch keeps both external and internal relationships at a world class level.

__company Harriet Treadwell Head of Customer Love Butternut Box

12:10
Build Competitive Advantage Through Customer Engagement and AI

To successfully build customer relationships and loyalty, companies are striving to keep up with growing customer expectations. This presentation will provide insights into the benefits of digital customer engagement maturity and share best practices to help you get started with AI and chatbots for better and more scalable customer engagement.

__company Sandra Schroeter International Head, Customer Engagement Technologies LogMeIn

12:35
Lunch and Networking Break
Customer Service Infrastructure
Chaired by Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
13:35
Deliver a seamless customer journey across multiple channels

With your consumer potentially interacting with your brand across multiple platforms it is critical that their journey is seamless, and you remove as much friction as possible. CS teams need to establish a system where data from across the customer journey is brought together so agents have the necessary information to hand when called upon. Find out how to deliver an effortless omnichannel experience for your customer

__company Alan Riley Customer Services Director Chiltern Railways

14:00
Integrating and analysing data from multiple touchpoints

With the customer journey spread across multiple channels the customer journey could become disjointed and the customer may have to repeat steps and information when speaking to an agent or a chatbot. Here we discuss how system integration is key to helping brands deliver a customer experience that works throughout the whole journey

__company Chris Bowen Managing Director EMEA CWT

14:25
Combine Customer Care and Growth

Customer service and marketing teams are becoming more closely aligned with CMO's recognising that customer departments can help them understand their consumer, driving growth and loyalty. In this session we discuss how customer care can facilitate highly effective marketing, converting loyalty to growth

__company Christopher Macleod Director Customer and Revenue Transport for London

14:50
Coffee and Networking Break
15:15
Outstanding Customer Experience for Insurance Customers through Supplier Collaboration

Typically, insurance companies try to give money compensation when damage occurs. However, instead of money compensation we want to help our customers back to normal life with help of our suppliers. We have selected suppliers who can provide concrete help to our customers in several areas as property, health and cars.

OP Financial Group Kimmo Aalto Head of Business Sourcing OP Financial Group

15:40
Vodafone Case Study: 5 lessons from our IoT journey

Vodafone’s journey in digital transformation of their IoT practise, and embracing a new way of working which is very much customer centric and data driven. Topics of discussion include the challenges in the culture change, the importance of knowing what success looks like and instilling a culture of lots of customer testing early and often.

Vodafone Safdar Mustafa IoT Customer Experience Vodafone

16:05
Resolve customer issues at their first point of contact

While you need to prepare for escalation your priority should be to resolve any query at the first point of contact. Customers don’t want to repeat themselves and so you need to ensure that agents are up to date or mentored effectively. Strategize and train your way to customer satisfaction

Paul Bergamini

Paul Bergamini

Project Director
Incite Group

UK: +44 (0) 207 375 7229

Email: paul@incite-group.com

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription