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Accelerating Customer-Centric Digitalisation, Automation & Self-Serve Conference
Keep The Customer At The Centre In A World Of Increasing Digitalisation: Respond To Customer Needs To Balance The Human Touch With Digital & Deliver Effortless Customer Experiences & Efficiencies In The Drive Towards Automation, Self-Serve & Digital Transformation: 4th March - This Thursday!
Keeping The Human Touch ✓ Chatbots & AI ✓ Digital & Self-Serve ✓ Understanding The Customer ✓ Empowering Demographics ✓ Securing Buy-In ✓ Seamless Customer Journey ✓ Measurement & Data ✓ The Future Of Digital & Self Service.
28 Brands Respond To Customer Needs To Balance The Human Touch With Digital & Deliver Self Service & Effortless Customer Experiences & Efficiencies, Drive Automation & Transformation & Keep The Customer At The Centre In A World Of Increasing Digitalisation:
- Digital Needn’t Be Cold – Maintain The Human Touch: Strike the right balance between human, digital, automation and self-serve across your business
- Capitalise On The Evolution Of AI & Chatbots: Cement chatbots and AI at the frontline of customer operations to enhance and complement the customer journey
- Tap Into Evolving Customer Mindsets: Deep-dive into customer needs, attitudes and behaviours for human-first digital services with the customer at their heart
- The Formula For Digital & Self-Serve Success: From tools and tech to customer motivations what are the ingredients to build solid digital service foundations?
- Drive Digital Adoption Across Every Demographic: Design inclusive customer experiences and easy-to-understand onboarding approaches to encourage the digital uptake
- Justify Costs, Secure Investment: Win over the board with customer and business benefit led arguments which ensure ongoing digital investment
- Seamless, Effortless Customer Journeys: Leverage insights to drive journey improvements and boost customer support and retention
- Measurement & Data To Improve CX: Refine your customer solutions and drive improvements with data insights and by benchmarking service performance
- The Future Of Digital & Self-Service: Digital never stands still! What are the emerging innovations and improvements to keep pace with the customer and world of tomorrow?
- Networking Lounge Breakouts: Vulnerable Customers, Shifting Customer Expectations, UX, Product Design, COVID-19 Lessons Learnt, Chatbots
What's New At The Accelerated Digitalisation & Self Serve Conference - Except That This Time, We've Gone Virtual?!
- We've Gone Virtual With Dedicated & Practical Case Studies! Join us live from the comfort of your own surroundings - no travel needed!
- 100% Satisfaction Rating In 2019
- Capture The Momentum Of 2021 - Learn & Inspire!
- Dedicated Virtual Networking
- One-Day, Brand-Led Event
- 20+ Cross-Sector Digital, Product, UX & Customer Directors Speaking
- Have Your Say! Discussion Zones Where Everyone Has A Platform
Who Is This Accelerated Digitalisation & Self Serve Conference For? Heads & Directors Of Digital ✓ Customer ✓ Product ✓ UX ✓ Service ✓ Transformation ✓ Self Serve
How Do You Attend This Virtual Accelerated Digitalisation & Self Serve Conference?
It’s easy! All you need is internet access and a password which we will provide. No need to download any specific software or apps. In the comfort of your own surroundings, you will be able to:
Inspiring Speakers - Listen to market-leading, brand-side speakers as they share their hard-won insights and experiences with hot topic presentations and panels
Connect & Network - Networking is easy with the use of our discussion board, direct messaging facility, meeting request buttons, live polling and social media feed. Have your say and meet the other attendees
Live Chat - Pose your own questions and comment via the live chat function and interact with other delegates and speakers in real time
Virtual Roundtables & Peer Discussions - There will be breakout discussions during the day to discuss specific areas of interest with like-minded attendees to tailor your experience
Virtual Exhibition - Explore the 'virtual exhibition stands' and speak directly to our carefully-chosen exhibitors to help you tackle your business challenges directly
Virtual Face-To-Face Meetings - Start a conversation with fellow delegates or exhibitors and discuss your individual needs and challenges one-to-one.
Go Virtual - It’s Easy! All you need is good internet access and a password which we will provide. No need to download any specific software or apps. Presentations and panels are live, and you can type in questions or comments to our Q&A section, live polling or social feed. If you would like to participate in any breakout discussions, it’s just a normal zoom call. You can also direct message or request a meeting with any of the other attendees on the online platform. Sessions will be recorded and will be available as on-demand content for a short while after the event.
You'll Be In Safe Hands. Here's What Previous Attendees Have To Say:
'Enjoyable and varied insights throughout the day - a great set up.' M&S Bank
'Really well planned content with varied speakers whose discussion topics complemented each other incredibly well.' Adidas
'Some stand out speakers, really got me thinking! I left with some great ideas and full of enthusiasm.' Merz Pharma
28+ Digital, Product, UX & Customer Directors Tackle Your Toughest Digitisation Challenges In 1 Day! Keeping The Human Touch ● Chatbots & AI ● Digital & Self-Serve Success Story ● Understanding The Customer ● Empowering Demographics ● Securing Buy-In & Cost-Benefit ● Seamless Customer Journey ● Measurement & Data ● The Future Of Digital & Self Service
Can You Help Digital Strategy Directors Meet Customer Needs & Expectations By Balancing The Human Touch & Digital? For more information on how to speak, arrange branding or one-to-one meetings at this market-leading virtual conference, please call +44 (0) 20 3479 2299 or email partner@humanisingdigitalconference.com.
Virtual Event Speaking, Exhibiting & Meetings Opportunities Include: Speaking & Thought Leadership Opportunities ✓ Pre-Conference Marketing & Brand Exposure ✓ Virtual One-To-One Meetings ✓ On The Day Branding On The Dedicated Virtual Platform ✓ Interactive Networking, Direct Messaging, Meetings, Live Q&A, Social Feeds ✓ Virtual Exhibition Stand ✓ Competitions ✓ Electronic Giveaways ✓ Virtual Roundtables
Meet Customer Needs & Expectations & Balance The Human Touch & Digital On The Journey Of Accelerated Digitalisation & Self-Serve: Keeping The Human Touch. Chatbots & AI. Digital & Self-Serve Success Story. Understanding The Customer. Empowering Demographics. Securing Buy-In & Cost-Benefit. Seamless Customer Journey. Measurement & Data. The Future Of Digital & Self Service.
A One-Day, Practitioner-Led Conference & Networking Virtual Event, 4th March 2021 - 2nd Annual!
08.50 Log In & Explore The Virtual Platform
09.00 GIC Welcome
09.10 Morning Chair's Welcome & Opening Remarks
Katherine Morgan
Head of Operations
Birmingham City University
Keeping The Human Touch
09.20 Strike The Right Balance Between Human, Digital & Self-Serve Across Your Business With Future-Facing Tech Innovations Tailored To The Human On The Other Side Of The Screen
- Keep the end-user at the forefront! Encourage the use of digital and self-serve platforms by supporting customers with human interaction
- How far will the customer really go? Determine and prioritise checkpoints that require human intervention for satisfied customers and efficient processes
- Mix and match! Don’t lose sight of the value that can be added from traditional methods when encouraging channel shift for customers
- To self-serve or not to self-serve? Determine the drivers for self-serve and when to step back and let the agents deliver on your customer service promise
- With greater post-pandemic acceptance of remote customer service, working and interactions, how can organisations capitalise on this to really further their digital operations?
Geraldine Maringo, Senior Product Owner, Nationwide Digital, Everyday Banking Hub, Nationwide Building Society
Chatbots & AI | Panel Discussion & Q&A
09.40 Capitalise On The Evolution Of Chatbots & AI Across The Digital & Self-Serve Landscape For A Seamless, Integrated Experiences That Resolves Customer Queries – Quickly & Efficiently
- How can chatbots, voice, IOT and AI work with the human touch to enhance and complement the customer experience?
- Recognise the limits of automation and allow human intervention at precisely the right moment to avoid frustration and boost digital solutions
- Results, results, results! What are the tangible benefits of AI and chatbot implementation, customer and business-wide?
- Move away from functional and robotic responses with natural language and futuristic AI and chatbot solutions that reinject the human element
- As call centres face the ongoing struggle of high demand and smaller workforces, how can we cement chatbots and AI at the frontline of customer operations to intelligently redirect or resolve customer queries?
James Brindley-Raynes, Global Product Manager Staff Digitisation, HSBC
Gavin Scott, Head of Customer Service, Beauty Bay
10.25 Morning Coffee Break & Informal Networking
Digital & Self-Serve Success Story
10.55 From Set Up To Lessons Learnt & How Your Systems Weathered The COVID-19 Pandemic: What Is The Formula For Digital & Self-Serve Success?
- What worked and what didn’t? Explore the triumphs and challenges throughout the digital and self-serve journey
- Find the sweet spot between digital and human interaction: what was tested, measured and implemented to ensure customer experience success?
- What drives a customer to self-serve? Explore the motivations when achieving cultural and behavioural change
- Business-wide, what have been the efficiencies and benefits of digital and self-serve?
- March 2020: how did your existing digital services stand up to COVID-19? Take advantage of newfound digital acceptance and the pressure on traditional channels to solidify your digital offerings
Michaela Morris, Head of Online Product Development, Barclays
11.15 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
Putting The Human Touch Into Digital Transformation: Personalised Pension Videos
10.10 Case Study
- Would you like to know what the natural tweeting of birdsong and the shoot em up Call of Duty have to do with pension statements ?
- Hear how behavioural science is transforming engagement in pensions using a combination of human and data science, mixed with technology
- See how pilot activity can bankroll the business case with amazing ROIs - when you get it right from the very start of the innovation process
Jez Groom, Founder, CEO, Cowry Consulting
Measurement Case Study
10.25 GSK Share Their Measurement Strategy
Speaker To Be Announced
10.45 Morning Coffee Break & Informal Networking
Keeping The Human Touch
11.15 Strike The Right Balance Between Human, Digital & Self-Serve Across Your Business With Future-Facing Tech Innovations Tailored To The Human On The Other Side Of The Screen
Speaker To Be Announced
Understanding The Customer | Panel Discussion & Q&A
11.35 Deep-Dive Into The Mind Of The Customer & Understand Their Attitudes & Behaviours To Create Seamless Experiences & Customer Service Which Have The Customer At Their Heart
- Lose the business-hat for a second and focus on the customer to create easy and ready-to-use platforms
- What do customers really think about self-serve and digital and how is your business ensuring your strategy is shaped around their needs?
- Truly understand the customer and go above and beyond to empower them through the digital transition
- The last few months have bucked the trends we’ve been seeing in customer expectations… what new possibilities has this created for us?
Katy Taylor, Group Commercial & Customer Director, The Go-Ahead Group
Jessica Collinge, Head of Customer Experience Strategy, Yorkshire Water
Rachel Haworth, Former Customer Experience Director, Coventry Building Society
Vicki O’Brien, Director of Customer Experience, Cignpost Diagnostics Ltd
Max Fumagalli, Head of Innovation Design // Former Head of Design and UX // Member of the Depop founding team, Depop
Conversocial Bonus Session
12.15 Automated But Not Robotic; 5 Automation Building Tips That Increase Efficiency & Make Your Customers Happier
The last year has propelled consumers around the world to work remotely, shop online, and connect virtually. The shift to all-digital is here. Brands too had to adapt quickly to the changing environment and soon realized that they could not always meet demand. As consumer expectations grew, contact centers leaned more heavily into the ease and convenience of automation, leveraging AI to meet these rising demands.
Join us as we dive into:
- What has changed - why automation and why now?
- How to build automation without losing the human touch.
- The 5 building blocks of automation that will delight both your agents and customers.
Ido Bornstein-HaChoen, CEO, Conversocial
Content Design: What It Is & Why You Need It
12.30 Case Study
We know words are powerful. We have all heard “content is king”.
Voice-activated assistants like Alexa show us a future where words will increasingly be the interface between us and technology.
Yet when we look at the average User Experience (UX) design team, content specialists remain noticeable by their absence.
Content is an integral – in fact, fundamental – piece of the design puzzle. It’s time we started to treat it that way.
Join Helena Rix, Senior Content Designer at Asda Groceries, to discover how to apply user centred design principles to content – and learn why it’s so important that we do.
Helena Rix, Senior Content Designer, Asda Groceries
13.00 Lunch Break & Informal Networking
13.25 Facilitated Breakout Discussions
A) Vulnerable Customers
B) Shifting Customer Expectations
C) UX
D) Product Design
Max Fumagalli, Head of Innovation Design // Former Head of Design and UX // Member of the Depop founding team, Depop
E) COVID-19 Lessons Learnt
Sol Emenoch, Head of Digital Transformation, Vanquis Bank
14.00 Afternoon Chair's Opening Remarks
Rachel Whitaker, Online Investment Services - P & L owner, Aviva
eGain Bonus Session
14.10 Delivering On The Digital Urgency For Customer Service In The Pandemic Era And Beyond
Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has become “digital now or die” for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centres deliver on this new, urgent imperative?
Stephen Kennedy, Director of Solutions, eGain
BT Case Study
14.25 Hear How BT Are Driving Collaborate Design & Agile Delivery
- How to re-imagine your concept to market flow by putting the customer at the heart of a well-framed problem statement, deploying pop-up and/or dedicated cross-functional teams as the unit of work in a networked organisation to create iterative and incremental desirable, feasible and viable value for customers, energise teams and do it in a complex Enterprise.
Anita Tadayon, Business Design Transformation Director, BT Consumer
Seamless Customer Journey | Perspective 1
14.45 Create Seamless, Effortless Customer Journeys Across All Platforms To Enhance Customer Satisfaction & Drive Business Efficiency
- In today’s current challenging climate when retaining and supporting customers is paramount, how can we use insights to keep on top of pain points and customer preferences to limit repetition and frustration
- Provide intelligent customer solutions that problem-solve and answer questions across platforms, demographics and locations
- Come together to bridge gaps between company teams to collaborate and maximise the success of digital
- Explore the science of channel shift across your customer base to ease the transition to digital and self-serve in the customer journey
Nick King, Insight Director, Auto Trader
Putting The U back In UX
15.05 What does it mean to put the U back in UX? Discover the dangers of poor UX, opportunities and wins that come with good UX, and how to get started with what you have.
Nindi Kalsi, CX Consultant, GetFeedback by SurveyMonkey
Seamless Customer Journey | Perspective 2
15.20 Create Seamless, Effortless Customer Journeys Across All Platforms To Enhance Customer Satisfaction & Drive Business Efficiency
- In today’s current challenging climate when retaining and supporting customers is paramount, how can we use insights to keep on top of pain points and customer preferences to limit repetition and frustration
- Provide intelligent customer solutions that problem-solve and answer questions across platforms, demographics and locations
- Come together to bridge gaps between company teams to collaborate and maximise the success of digital
- Explore the science of channel shift across your customer base to ease the transition to digital and self-serve in the customer journey
Joshua Harris, Senior Marketing Manager, Centrica
15.40 Afternoon Refreshment Break With Informal Networking
Measurement & Data
16.15 Harness Successful Data Harvesting & Measurement Strategies To Improve Experiences & Truly Understand The Customer
- Use data to the max! Gain insight into the true experience of the customer to improve experience, satisfaction and brand reputation
- In a digital world, what are the right points to measure to determine the success of digital and self-serve solutions?
- How are you using data to impact and improve customer experience, prove bottom-line results and retain customers?
Stuart Corrigan, Strategic Initiatives, Agile Centre Of Excellence, Lloyds Banking Group
Discover The Most Successful Hybrid Self-Service Strategies!
16.25 Case Study
- How customers have used self-service platforms along with human interactions to create the perfect hybrid support workforce.
- How technology can assist humans (and vice versa) to support customers.
- The benefits of each different type of self-service strategy for both customers… and employees
Farrukh Iftikhar, Director, Intelligent Self-Service EMEA, Verint
The Future Of Digital & Self Service
16.40 What Does The Future Hold For The Digital & Self-Serve Arena? Explore The Latest Trends, Innovations, Successes & Challenges From Across The Digital Landscape
- What innovations and improvements are on the horizon for your digital customer experiences? How will they be implemented and what benefits could they have?
- There is always room for improvement! From call-centres to websites and online support, how can you increase customer engagement and satisfaction moving forward?
- Now we’ve overcome the initial scramble to accelerate our digital- and self-service post-COVID, how can we embed this customer-first, fast-innovation mentality into our business to quickly pivot customer services to best serve customer needs?
James Brindley-Raynes, Global Product Manager Staff Digitisation, HSBC
Mercedes Clark-Smith, Head of Design & Validation Retail Experience, National Savings & Investments
Sandro Percuoco, Head of CS Digital & Service Design, Ryanair
Matt Walton, Digital Transformation Lead, Direct Line Group
Rebecca Kemp, Head of Customer Journeys, Citizens Advice
17.15 Chair's Closing Remarks & Official Close Of Conference
Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation
A One-Day, Brand-Led Conference & Networking Event, 23rd June 2021, Central London.
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