Keynote Theatre 4: Sponsored By Ring Central

David Moore
SAP

An examination of how and when conversational AI and Machine Learning should be used in Contact Centres – and when they should not!

John Finch
RingCentral

This keynote examines the technology and strategies needed to build truly integrated contact centre platforms helping organisations to benefit from connected services. We examine autonomous tools such as bots that can start to bridge the gap between different users and look at how collaboration is spreading beyond a human task to an activity that will require, and will often be driven by, smarter machine intelligence – to a future where outbound and inbound human to machine communication becomes the new normal.

Meghan Keough
8x8

Ben Pickering
Google Cloud

In this seminar, Ben will explore the new age of organisational communication and collaboration. He will talk about using the right technology and culture to unlock innovation, and share tips for engaging employees with change and embedding transformation.

John Abel
Oracle

Last year John shared the importance of disruption in an industry and how to use public data to know the customer. John in 2019 will share how emerging technology is providing better ways to engage with customers. He will break down different emerging technology. So if you want to know more about AI, IoT, Chatbots and VCA''s in a business context then come along. John will provide business benefit and usage examples of the technology to make it easy to understand without being a technologist. Data is the way to drive business to future knowledge, but it must be transformed into information. In 2018 it was all about Glastonbury at the conference, now it is about Bees. Using an example of bio diversity and how emerging technology can enable engagement on a critical area is a very good way to share the power of large volumes of data.

Matt Clare & Pak Ming Wan
Mitel & Google

To stay competitive, businesses need to be willing to evolve and leverage the best, most innovative communications technologies to ensure their customer experience is more personalised and responsive. Machine learning and AI are revolutionizing the way contact centres operate, from self-service options to virtual agents and agent assist. Join us to hear first-hand from Matt Clare, Mitel and Pak Ming Wan, Google to discover how we are driving intelligent customer experiences.

Dr Nicola Millard
BT

Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

Andrew Hall
ODIGO

Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation. Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success. For long-standing businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity!