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Book Before The End Of The Day & Save £150! 20 Brands Speaking In 1 Day – Don’t Lose Sight Of Your Customer Needs & Experiences In A World Of Increasing Digitalisation, Automation & Self-Service

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, Hilton London Olympia, Central London

20 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:

  1. Self-Serve & When Not To: Balance the shift to digital and self-serve with the human touch for optimal customer experiences
  2. Integrate Chatbots & AI Alternatives To Enhance The Customer Experience: Give your organisation a digital transformation boost whilst recognising the limits
  3. Encourage Channel Shift, Drive Customer Behaviour: Encourage customers to further make the shift to digital without sacrificing channel choice
  4. Effortless Customer Journeys: Create an effortless and smooth omni channel customer journey that drives efficiency for customers and the organisation
  5. Tackling Demographic Differences & Digital Expectations: Address differences between your audience to bridge the gaps between varying ages, regions and demographics
  6. The Latest Digital Trends & Consumer Attitudes, Motivations & Behaviours: Create effortless customer journeys and experiences with cross-sector insights
  7. Balancing Cost Savings With Customer Retention: Balancing the cost to self-serve and efficiencies created with customer lifetime value
  8. Protect Your Brand On The Self-Serve Journey: Is a brand faceless without the human touch?
  9. Targeting The Non-Tech Savvy: Boost consumer confidence in and understanding of your digital channels for the less tech-savvy
GIC Humanising Digital - Chair Header-01

What's New At This Years' Humanising Digital & Self-Serve Conference - Effortless Customer Experiences?

  • 20 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

6 box

1 Inspiring Day. 20 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

5 ACROSS

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, Hilton London Olympia, 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

10.10 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@humanisingdigitalconference.com.

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

11.10 Perspective 1
Hannah Loudain, Head of Digital Customer Experience, The AA

11.30 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

14.35 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@humanisingdigitalconference.com.

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 before 20th June for only £1,999 (Save £800). Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.

EXHIBITION STAND PIC
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