Deliver Effortless Customer Experiences & Drive Efficiencies: Balancing The Shift To Digital & Self-Serve With Human Interaction. Balancing Digital Strategies With Human Interactions ✓ Chatbots, AI Alternatives & Customer Experience ✓ Encourage Customers To Channel Shift ✓ Effortless Customer Journeys ✓ Tackling Demographic Differences ✓ Customer Trends & Behaviours ✓ Cost-Savings Vs Retention ✓ Protecting Your Company Brand ✓ Targeting The Non-Tech Savvy
A Brand-Led, One-Day Conference & Networking Event, 3rd October 2019, The Museum Of London Docklands, Central London
"In A World Where Organisations Want To Push Their Customers To More Cost-Effective, Digital & Self-Serve Channels, It's More Important Than Ever To Not Lose Track Of The Human Element That Customers Need & Trust." Rachel Whitaker, Head of Systems Thinking, Aviva (Morning Chair)
22 Brand-Led Speakers Reveal How To Transform Your Customer Experience Journey With An Effortless Balance Between Digital Tools & Self-Serve & The Human Touch By Wisely Incorporating Chatbots & AI Alternatives & Encouraging Further Channel Shifts. Don't Miss In-Depth Insights Into Digital Trends & Consumer Expectations, Attitudes & Behaviours:
- Self-Serve & When Not To: Balance the shift to digital and self-serve with the human touch for optimal customer experiences
- Integrate Chatbots & AI Alternatives To Enhance The Customer Experience: Give your organisation a digital transformation boost whilst recognising the limits
- Encourage Channel Shift, Drive Customer Behaviour: Encourage customers to further make the shift to digital without sacrificing channel choice
- Effortless Customer Journeys: Create an effortless and smooth omni channel customer journey that drives efficiency for customers and the organisation
- Tackling Demographic Differences & Digital Expectations: Address differences between your audience to bridge the gaps between varying ages, regions and demographics
- The Latest Digital Trends & Consumer Attitudes, Motivations & Behaviours: Create effortless customer journeys and experiences with cross-sector insights
- Balancing Cost Savings With Customer Retention: Balancing the cost to self-serve and efficiencies created with customer lifetime value
- Protect Your Brand On The Self-Serve Journey: Is a brand faceless without the human touch?
- Targeting The Non-Tech Savvy: Boost consumer confidence in and understanding of your digital channels for the less tech-savvy
What's New At This Years' Humanising Digital & Self-Serve Conference - Effortless Customer Experiences?
- 22 Senior-Level, Brand-Led Speakers In A Compact, 1 Day Format
- 4 Peer-To-Peer Discussions - Verifying Customer Identity, Get Your Workforce On Board With Self-Serve, Mobile Apps, Proving ROI
- 3 Interactive Panels: Chatbots & AI, Customer Insights, Shared Takeaways
- Luxury Venue!
- Speed Networking, Open Q&A & Interactive Voting
Who Will Be Attending This Market-Leading Conference?
Heads & Directors Of: ✓ Digital ✓ Customer Experience ✓ Customer Service ✓ Customer Insight ✓ Customer Journey ✓ Contact Centres
1 Inspiring Day. 22 Brands Address Your Toughest Shift To Digital & Self-Serve Challenges: ✓ Balance Human & Digital ✓ Chatbots & AI Alternatives Panel ✓ Encouraging Channel Shift ✓ Effortless Customer Journeys ✓ Demographic Differences ✓ Customer Trends & Behaviours Panel ✓ Cost-Benefit Vs. Retention ✓ Protecting Company Brand ✓ Targeting The Non-Tech Savvy ✓ Shared Takeaways Panel
Deliver Effortless Customer Experiences & Drive Efficiencies: Balancing The Shift To Digital & Self-Serve With Human Interaction. Balancing Digital Strategies With Human Interactions ✓ Chatbots, AI Alternatives & Customer Experience ✓ Encourage Customers To Channel Shift ✓ Effortless Customer Journeys ✓ Tackling Demographic Differences ✓ Customer Insights & Trends ✓ Cost-Savings Vs Retention ✓ Protecting Your Company Brand ✓ Targeting The Non-Tech Savvy
A Brand-Led, One-Day Conference & Networking Event, 3rd October 2019, The Museum Of London Docklands, Central London
08.30 Registration & Coffee
09.00 GIC Welcome, Interactive Voting Introduction & Morning Chair’s Opening Remarks
Rachel Whitaker, Head of Systems Thinking, Aviva
BALANCING HUMAN & DIGITAL
09.20 Determining When To Self-Serve & When Not To & Balancing The Shift To Digital With The Human Touch For Optimal Customer Experiences
Gayathri Sudhakaran, Director of Digital Product Innovation, LV=
CHATBOTS & AI ALTERNATIVES: PANEL & Q&A
09.40 Successfully Integrating Chatbots & New Automation Technologies To Enhance The Customer Experience & Give Your Organisation A Digital Transformation Boost
Angel Serrano, Head of Data Science, Santander UK
Eoin Kenneally, Head of CX – Digital Transformation & Insight, Hermes
James Brindley-Raynes, Global Product Manager Staff Digitisation, HSBC
Hilda Jenkins, Head of Barclays Digital Channels for Mobile, Web, Bot, Barclays
CASE STUDY
10.10 Planning for Distraction in Mobile
Michael Mace, VP of Market Strategy, UserTesting
10.40 Morning Refreshment Break With Informal Networking
ENCOURAGING CHANNEL SHIFT: DOUBLE PERSPECTIVE
11.10 Drive Behaviour Change & Encourage Customers To Further Make The Shift To Digital Without Sacrificing Channel Choice
11.10 Perspective 1
Katy Taylor, Go-Ahead Commercial & Customer Director, The Go-Ahead Group
11.30 Perspective 2
Angela Downes, Head of Digital Conversation, Centrica
EFFORTLESS CUSTOMER JOURNEYS: DOUBLE PERSPECTIVE
11.50 Create An Effortless & Smooth Omni-Channel Customer Journey That Drives Efficiency For The Customers & The Organisation
11.50 Perspective 1
Hannah Loudain, Head of Digital Customer Experience, The AA
12.10 Perspective 2
Nick King, Insight Director, AutoTrader
TACKLING DEMOGRAPHIC DIFFERENCES
12.30 Understand & Address Differences In Expectations Between Your Audience To Bridge The Gaps Between Varying Ages, Regions & Demographics
Parvathy Lokanathan, Senior Manager, Customer Experience Strategy, BT
12.50 Morning Round Up & Lunchtime Announcements
12.55 Lunch For Delegates, Speakers & Partners
INFORMAL LUNCHTIME PEER DISCUSSIONS
A) Verifying Customer Identity
Lana Scholefield, Senior Digital Product Manager, Thames Water
B) Get Your Workforce On Board With Self-Serve
Gareth Brophy, Head of Customer Support, Halfords
C) Mobile Apps
D) Proving ROI
13.55 Afternoon Chair’s Opening Remarks
Ray Biggs, Partner & Head of Contact Centres, John Lewis Partnership
CUSTOMER TRENDS & BEHAVIOURS: PANEL & Q&A
14.05 Cross-Sector Experts Share Insights Into The Latest Consumer Attitudes, Trends, Motivations & Behaviours & How To Create Effortless Customer Journeys & Experiences
Katherine Morgan, Director of Transformation, Fenwick
Rob De Ridder, EVP Customer Service Delivery, Danske Bank
Nigel Bowman, Director Customer Experience, Arriva UK
Luke O’Connell, Head of Digital & CRM – IS, Danone
Gareth Brophy, Head of Customer Support, Halfords
Joshua Harris, Senior Service Designer, E.ON
CASE STUDY
14.35 Conversational AI & The Human Touch
Chris Ezekiel, Founder & CEO, Creative Virtual
COST-BENEFIT VS. RETENTION
15.05 Balancing The Cost To Self-Serve & Efficiencies With Customer Lifetime Value
Speaker To Be Announced; Please Check Website For Updates
15.25 Afternoon Refreshment Break With Informal Networking
PROTECTING COMPANY BRAND
15.55 Protect Your Company Brand & Maintain Engagement Throughout The Digital & Self-Serve Journey
Nigel Bowman, Director Customer Experience, Arriva UK
TARGETING NON-TECH SAVVY
16.15 Boost Consumer Confidence In & Understanding Of Your Digital Channels For The Less Tech-Savvy
Emma Harvey, Head of Product, Digital Delivery Centre, NHS Digital
SHARED TAKEAWAYS: PANEL & Q&A
16.35 Tools, Tips & Future Insights To Take Back To The Office
Luke O’Connell, Head of Digital & CRM – IS, Danone
Angela Downes, Head of Digital Conversation, Centrica
Katherine Morgan, Director of Transformation, Fenwick
Parvathy Lokanathan, Senior Manager, Customer Experience Strategy, BT
17.00 Chair’s Closing Remarks
Ray Biggs, Partner & Head of Contact Centres, John Lewis Partnership
17.10 Official Close Of Conference
Get Involved In The Humanising Digital & Self-Serve Conference!
Can you help organisations with their digital, self-service and customer experience strategies? For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@humanisingdigitalconference.com
Book an exhibition stand and two delegate passes for only £2,799. Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.
