Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1 |
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09:10 |
O2 Case Study: A Digital World of Choice and Possibilities – Transforming to Stay Ahead Gareth Turpin, Director of Customer Service and Transformation, O2 |
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09:35 |
UMB Case Study: Customer Feedback – The Ability to Make or Break Your Business Terry Kincheloe, Senior Vice President – Interactive Marketing, UMB Financial Corporation |
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10:00 |
How Influencers are Changing the Game for Engagement – Case Studies with Apple, British Airways and Unibet Harry Hugo, Chief Campaign Office & Co-Founder, The Goat Agency |
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CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES |
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10:55 |
Lloyds Banking Group Case Study: 1.4 Billion Ways of “Getting Personal” With Customers Gerald Bruce Roberts, Senior Manager Customer Experience & Elaine Kelly, Customer Experience Manager, Lloyds Banking Group |
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DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION |
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12:10 |
Disruptive Customer Care: The Competitive Differentiator Martin Hill-Wilson, Founder, Brainfood Consulting |
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13:00 |
SmartBill Case Study: Customer Engagement Lessons, Through the Lens of a Start Up Nikhil Shah, CEO and Co-Founder, SmartBill |
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CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL |
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14:25 |
LEGO Case Study: How the Power of Habit Created the World’s Most Powerful Brand, and How You Can Harness it Too Scott Gould, Founder, Ampersand |
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TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2 |
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16:10 |
RAC Case Study: Optimising Customer Engagement Through Tapping into Employee Insight to Deliver a Sustainable World Class Customer Experience Jonathan George, Director of Sales and Service, RAC |
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HALL 2 AVAILABLE PRESENTATIONS |
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PERSONALISATION OF THE CUSTOMER EXPERIENCE |
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10:00 |
Wolseley Case Study: How AI, the Heart of our Cognitive Knowledge, is Reducing Customer Effort and Empowering Customer Support Staff Alison Goodwin, Customer Support Centre Manager, Wolseley UK |
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10:25 |
Xercise4Less Case Study: The Rise of Xercise4Less by Engaging Customer Feedback Jon Nasta, Director Ecommerce and Marketing, Xercise4Less |
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TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1 |
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11:20 |
“Nudging” Your CX Programme Towards Transformational Change Phil Durand, Director, Customer Experience Management, Confirmit |
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THE RISE OF CUSTOMER SERVICE DESIGN |
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12:10 |
Disney Case Study: The Starring Role of Teamwork In Disney Inspired Experiences Chris Humphrey, Director, BE Advisory & Andy Wilkins, CEO & Co-Founder, BE Advisory |
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12:35 |
Customer Episode 1: The Phantom Feedback Menace Darryl Beckford, Head of Digital Acceleration, KCOM |
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13:00 |
Fidelity International Case Study: Culture Hacking Through Design Thinking and Design Doing Rod Butcher, Client Experience Development Lead, Fidelity International |
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ROBOTICS, AI AND CUSTOMER ENGAGEMENT |
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14:50 |
Legal & General Case Study: Working With Robots Bob Stella, Head of Business Implementation, Legal & General |
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TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2 |
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16:10 |
What are you Willing to Change to Achieve Transformation? Adrian Swinscoe, Consultant, Rare Business |
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16:35 |
NHS Case Study: Innovation in the NHS – At The Cutting Edge?!? Mike Gibney, Director of Workforce, NHS Walton Centre |
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17:00 |
GWR Case Study: Modernising Communication to Transform Engagement Abubakar Siddeeq, Customer Experience Manager, GWR& Neil Martin, Director, The First Word |
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