THE #1 UK EVENT FOR PROGRESSIVE CONTACT
CENTRE, CX, AND DIGITAL SERVICE LEADERS
13-15 May, 2024 | Novotel London West
Summit Day Two: Wednesday 15th May 2024
8:00 am - 8:45 am
NETWORKING BREAKFAST
8:45 am - 8:50 am
CHAIRPERSON’S OPENING REMARKS
Vinay Parmar -
Founder,
Dhruva Star
8:50 am - 9:25 am
PANEL DISCUSSION: GENERATIVE GAMBLE: THE BOLD RISKS & BRILLIANT REWARDS IN CUSTOMER CARE INNOVATION
Francesca Rea -
Director of Customer Operations,
NewDay
Francesco Federico - Global Chief Marketing Officer, S&P Global Ratings
Vinay Parmar - Founder, Dhruva Star
- Unravel the challenges faced, strategic decisions made and the risk evaluation and ongoing management required for Generative AI
- Discover the practical steps and considerations involved in implementing generative AI in customer care, including technology selection, training, and integration into existing service frameworks
- Hear more on the gains for business transformation, differentiation in the market, and sustained competitive advantages in the evolving landscape of customer management
9:25 am - 10:00 am
PANEL DISCUSSION: A PROGRESS OVER PERFECTION APPROACH TO ELIMINATING FRICTION & CRAFTING SEAMLESS EXPERIENCES
James Brindley-Raynes -
Head of Digital Customer Journey,
A.P. Moller-Maersk
Emeran Saigol - Operational Director Digital, Customer Experience & Community Safety, London Borough of Redbridge
Julia Jenkins - Customer Experience Director, The Crown Estate
Lee Shelsher - Head of Customer Solutions, Enfield Council
Vinay Parmar - Founder, Dhruva Star
o Hear tried and tested incremental improvements from experts across industry that will lead to a more positive and effortless customer journey
o Identify and eliminate the hidden friction points in the customer journey, enhancing overall satisfaction and loyalty
o Learn how other organisations are selecting and implementing technology to provide a unified experience across multiple touchpoints
Emeran Saigol
Operational Director Digital, Customer Experience & Community SafetyLondon Borough of Redbridge
10:00 am - 10:25 am
PRESENTATION: NAVIGATING THE INTERSECTION OF HUMAN & DIGITAL SERVICE TO BUILD A BRAND THAT STANDS OUT
Abdul Khaled -
Head of Digital | Customer Experience & Digital Products,
E.ON Next
o Achieve agility and speed of execution when implementing innovative service improvements and adaptations to customer service
o Develop a human and empathetic brand in a ‘faceless’ industry that is increasingly transactional with the rise of technology
o Avoid losing the essence of customer-centricity and company culture when scaling your operations
10:25 am - 10:30 am
DEMO-DRIVE PRIZE DRAW
10:30 am - 11:10 am
REFRESHMENTS & NETWORKING
Hosted by Cognigy
TRACK E: AI, AUTOMATION & DIGITAL SERVICE
11:15 am - 11:55 am PANEL DISCUSSION: BUILD YOUR FUTURE-READY WORKFORCE: EMPOWER & UPSKILL TEAMS IN KEY COMPETENCIES FOR THE AI-ERA Yawar Choudhry - Head of Client Services Proposition, Legal & GeneralJonathan George - Customer Operations and Loyalty Director, Holland & Barrett
Karyna Neumann - Team Lead - Conversational AI, E.ON Digital Technology GmbH
Alan Ranger - VP Marketing, Cognigy
- Explore effective change management strategies tailored for the AI-era, ensuring a smooth transition for your workforce
- Acquire tools and methodologies to communicate, educate, and engage employees during the digital transformation journey, minimising resistance and fostering a positive attitude towards change
- Lead a workforce capable of driving innovation, increasing operational efficiency, and ultimately, delivering positive impact for the bottom line
TRACK E: AI, AUTOMATION & DIGITAL SERVICE
12:00 pm - 12:25 pm PRESENTATION: INTRODUCING THE AI CO-PILOT: ELEVATING CUSTOMER EXPERIENCE WITH HUMAN-AGENT SYNERGY Alan Ranger - VP Marketing, Cognigyo How AI serves as an intelligent decision support system, providing agents with real-time information and insights
o Discover AI-driven tools that augment the agent’s ability to understand customer needs, preferences, and emotions
o Improve workplace efficiency, reduce operational silos and achieve a workforce empowered by AI-driven tools
TRACK E: AI, AUTOMATION & DIGITAL SERVICE
12:30 pm - 12:55 pm PRESENTATION: BELIEVE IN BETTER: HOW SKY IS DRIVING EXCELLENCE & EFFICIENCY ACROSS ALL SERVICES & MARKETS 24/7 UTILISING AI Olive Perrins - Head of TV Service, Sky- Create solid foundations to successfully layer innovative AI technology on top of existing processes seamlessly
- Drive consistency and remove friction across the customer journey by understanding what consumers truly want out of their experience
- Manage the internal pressures of introducing such advanced technology such as making the role of the contact centre agent more challenging as AI handles simple and repetitive tasks
TRACK G: SUPERCHARGING CX
11:15 am - 11:55 am PANEL DISCUSSION: UNLEASH THE POWER OF PERSONALISATION ONE ‘WOW’ MOMENT AT A TIME Lauren Aitken - Head of Customer Experience, ASDAAdam Wright - Director of Growth, Natures Menu
- Gain insights into designing experiences that go beyond mere transactions, leaving a lasting positive impression on customers and fostering stronger emotional connections with your brand
- Ensure that every customer interaction is relevant, timely, and capable of eliciting a positive 'wow' response
- Leverage customer data to tailor interactions, provide personalised content, offers, and services that resonate with individual preferences
TRACK G: SUPERCHARGING CX
12:20 pm - 12:45 pm PRESENTATION: HOW TO BUILD A MULTI-AWARD WINNING CX STRATEGY FROM SCRATCH Jo Mayes - Director of Customer Services, Business Stream- Learn strategies to transform a ‘CX function’ with limited staff and resources where customer needs are not being met
- Understand how Jo built a framework from scratch, ensured customer needs were met at a basic level and influenced change throughout Business Stream to instill customer centricity into its culture
- Hear how this transformation resulted in CSAT scores of 90% and above and won Business Stream 15+ CX awards in recent years against bellwether brands
TRACK G: SUPERCHARGING CX
12:15 pm - 12:40 pm PRESENTATION: CREATING LUSH EXPERIENCES ACROSS A GLOBAL CUSTOMER BASE BY LEVERAGING REAL-TIME INSIGHTS Naomi Rankin - Global Customer Care Manager, Lush- Gain insights into how Lush maintain the agility of a start-up within their business practices despite being an enterprise-sized organisation
- Leverage the voice of the customer and real-time feedback to enhance customer experience across all regions
- Transform the perception of your CS function from being the “sad department” into a revenue-generating unit
1:00 pm - 2:00 pm
NETWORKING LUNCH
2:00 pm - 2:45 pm
DISCUSSION GROUP SESSION: TAKING INSIGHTS TO IMPACT
Get ready to maximise your event experience and transform insights into actionable strategies, in perhaps the most valuable session of the event yet!
These interactive discussion groups are carefully crafted to facilitate meaningful peer-to-peer exchanges, providing you with a platform to share key takeaways and discuss common challenges with industry colleagues. As you engage in our Insights to Impact exercise, you'll have the opportunity to map out practical steps for applying your newfound knowledge in your day-to-day operations.
Whether you're looking to boost your ROI from attending the event or seeking tangible ways to implement innovative solutions within your own business, these discussions are geared towards equipping you with the tools and insights needed to drive real change in your organisation. Join us and harness the collective wisdom of your peers as we work together to turn insights into impactful actions.
2:45 pm - 2:50 pm
CHAIRPERSON’S CLOSING REMARKS
Vinay Parmar -
Founder,
Dhruva Star
2:50 pm - 2:50 pm
END OF SUMMIT
3:15 pm - 4:45 pm
PRIVATE SITE TOUR: TOTTENHAM HOTSPUR STADIUM
The home of Tottenham Hotspur Football Club and the largest club stadium in London with a capacity of 62,850, this stadium is designed to maximise the supporter experience.
Join us for a behind-the-scenes tour to walk in the footsteps of some iconic players.
