Keynote Theatre 4

Keynote Theatre 4

Wedneday 21st March

Thursday 22nd March


10.15 - 10.45

Sarah Masotti

Using the Right Technology & Culture to Unlock Innovation

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


11.00 - 11.30

Dr Nicola Millard

Botman vs. SuperAgent: how intelligent technologies will shape the future of the contact centre

We're currently witnessing a customer experience revolution. Will Botman or SuperAgent save the day? Dr Nicola Millard shares insights from global research on how consumers are changing their attitudes towards digital service. Are ‘bots going to take over? How do human agents fit in? Using a combination of research and practical experience, we will explore the realities of combining man and machine at the customer interface.


11.45 - 12.15

Ian Massingham

Serve Your Customers with Artificial Intelligence from the Cloud, Right Now!

Intelligent Voice interfaces powered by deep learning neural networks are no longer the stuff of science fiction. We’re all familiar with simplicity and power of Amazon''s Alexa Voice Service, and the Amazon Echo devices that make it simple for consumers to access this technology; technology that just a few years ago would have been regarded as difficult, if not impossible, to engineer, deploy and operate at scale. What if you could put the same capabilities to work in your contact centre; answering common customer questions and allowing customers to conduct transactions at any time of the day or night, using their just their phone and their voice, without needing to recruit, train, accommodate and retain large numbers of agents? Join this session learn how you can make this a reality today!


12.30 - 13.00

Dave Thomson

The Call Centre is Dead – Long Live the AI-Powered Contact Centre!

In this presentation, Dave will look at the changing requirements of digitally enabled customers and employees and through a series of case studies will show how call centres can harness the latest technologies, particularly Artificial Intelligence, to at last deliver the contact centres and customer journeys that the industry has been promising for years!


13.15 - 13.45

Bob Stella

Turning “Change” into your Engagement Strategy

In this whistle-stop tour of change management, he exposes his core approach and some of the methodologies he has adopted through the years to make it happen. If you are interested in Gamification, Behavioural Economics or how to get people to talk to their future selves, this is a talk you can’t afford to miss.


14.00 - 14.30

John Abel

Knowing your customer and making data talk

John will explain using customer business examples of how you get to know your customers using data. Getting data to talk to inform you when to engage with customers is critical, using predictive technology and machine learning enables you to obtain insight into customers. Then using emerging technology to provide new engagement methods from ChatBots to omnichannel engagements. One area which will be explored is how you can use the power of the heritage but execute like a start-up in the customer engagement. A connected landscape is critical to making the business provide digital solutions for the customer. John will use more customer examples to explain this approach and the lessons he has learned over the years to remove risk.


14.45 - 15.15

Stuart Eames

Harnessing the Voice of the Employee to drive business innovation in Waitrose

Do bottom-up ideas from Grass root employees work, how painful is it to manage, does it cost you a fortune to implement…….Why ask for them in the first place. Let''s explore what happens when you seek the voice of the employee.


15.30 - 16.00

Nerys Corfield

Will GDPR Impact Customer Experience?

How the new Data Protection Act (GDPR) is going to impact contact centre processes and the customer experience - Nerys Corfield takes a pithy and practical look at how, against a backdrop of increased customer awareness and protracted regulatory requirements, steps can be taken to enhance customer trust.


16.15 - 16.45

Rick Kirkham

How To Influence Behaviour Within Customer Journeys

To design and implement successful customer journey you need to understand how to influence customer behaviour. To do this you need to be able to affect how customers feel at all stages of the journey and to have a clear customer and operational. Rick will talk about how to positively influence customer behaviour within your journeys and help you to achieve your customer contact goals.