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22 Senior Speakers Including John Lewis, Santander, Halfords & LV= Take To The Stage In 1 Day

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

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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

  • Streamline your organisation by making digital work seamlessly alongside real people
  • Where do we draw the line on self-serve and let your staff take over?
  • Prioritising the right customer interactions with the right responses
  • Is live chat the perfect balance between human interactions and online journeys?
  • Build an operating model that ensures flexibility of service with an omni-channel approach

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

  • How to integrate automation, chatbots, voice, IoT and AI tech into your existing digital platforms (at a low cost!)
  • Avoid the common pitfalls; recognise the limits and when a person needs to take over
  • What’s around the corner for AI and bots? Discover how they might create a more meaningful experience for customers (or not)

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

The most beautifully-crafted mobile and omnichannel customer experiences often fall apart when confronted with the distractions of real-world usage and the realities of wireless coverage. In this session, we’ll discuss how bad things happen to good customer journeys, and brainstorm on simple things that designers and product managers can do to prevent them. The talk will include real-world examples drawn from UserTesting’s library of more than three million user tests.

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

  • How active do we need to be to win customers over to digital? How can we signpost without becoming forceful or irritating?
  • Recognise and react to the current shift to digital and changing customer expectations
  • Provide an impressive first experience to make sure customers return to the digital options as a first port of call

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

  • Provide an intuitive user interface to make the transition from human to digital, and back again, a seamless and effortless experience for customers
  • Support the different channels involved in the customer journey and understand where their values lie for the customer
  • How does the psychology of each channel vary, and what effect does it have on the experience of the journey?

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

  • Avoid forcing migration over to self-serve by understanding how different segments of customers prefer different channel usage
  • How to break down age and location barriers and create a digital experience that everyone can work with
  • How to target your most tech-savvy users and help them spearhead the move to digital

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
What are the motivations behind customers that are naturally drawn to digital, and how can we use these to help increase conversion rates? How can we use online trends and behaviours to guide customers to the right channels? How will customers want to be engaged in the future? Our thought-leaders share their unique insights

Katherine Morgan
Director of Transformation
Fenwick

Nigel Bowman
Director Customer Experience
Arriva UK

Gareth Brophy
Head of Customer Support
Halfords

Rob De Ridder
EVP Customer Service Delivery
Danske Bank

Luke O’Connell
Head of Digital & CRM – IS
Danone

Joshua Harris
Senior Service Designer
E.ON

CASE STUDY

14.35 Conversational AI & The Human Touch

  • Current challenges companies face when implementing chatbots, virtual agents and live chat
  • Reasons why conversational AI and self-service solutions need a combination of self-learning and human input
  • Tips for selecting, deploying and maintaining successful digital self-service tools

Chris Ezekiel, Founder & CEO, Creative Virtual

COST-BENEFIT VS. RETENTION

15.05 Balancing The Cost To Self-Serve & Efficiencies With Customer Lifetime Value

  • Discover what the trade-off looks like – how do we balance customer satisfaction and engagement with cost savings from digital and self-serve?
  • Find out what the results of self-serve might look like months down the line for the customer and the organisation

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

  • Is a brand faceless without the human touch? Support and boost the company brand through your digital channels
  • Build trust within customers reluctant to go online through consistently high-quality customer service

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

  • Communicate the strengths of your online channels to an audience that’s unfamiliar with the current digital offerings
  • Build trust and confidence in the online way for your most reluctant customers
  • Offer a simple user experience that reassures customers throughout their journey and doesn’t leave anyone behind

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
What are the main lessons learnt about the delicate balance between digital and self-serve, and their human counterparts? Learn about the successes and pitfalls professionals have experienced, and hear the expert panel’s closing thoughts.

Luke O’Connell
Head of Digital & CRM – IS
Danone

Angela Downes

Head of Digital Conversation
Centrica

Parvathy Lokanathan
Senior Manager Customer Experience Strategy
BT

Katherine Morgan
Director of Transformation
Fenwick

17.00 Chair’s Closing Remarks

Ray Biggs
Partner & Head of Contact Centres
John Lewis Partnership

17.10 Official Close Of Conference