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)
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:
- 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?
- 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
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
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
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
11.50 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
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 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.
