A One-Day, Cross-Sector Conference & Networking Event, 7th September 2022, London

Leverage Evolving Technologies & Tap Into Customer Data To Understand Your Customers

Design Human-Centred Digital Channels & Strategies Which Deliver Effortless Customer Experiences

20+ Speakers. 1 Day. 7th September 2022.

08.30 Registration, Informal Networking & GIC Welcome

09.15 Morning Chair’s Opening Remarks

Les Hopper, Director, Secondary Product, Pearson

FRESH INSIGHTS: KEEPING THE HUMAN TOUCH

09.25 Strike The Balance Between Human Touchpoints & The Shift Towards Increased Digitisation To Respond to Customer Needs 

  • Know your customer and understand how they engage to implement the right channels and touchpoints that provide an optimal experience and appropriate support
  • Bridge the gap between varying demand for human interaction versus digital channels to generate a hybrid yet cohesive experience that caters to everyone’s expectations and needs
  • Develop high-quality, painless customer journeys that manage all customer types through cost-saving channels that leverage both human and digital strategies
  • What are the barriers to achieving this balance and what strategies can be put in place to overcome these?

Nick King, Insight Director, AutoTrader

PANEL DISCUSSION: THE LATEST TECH: CHATBOTS & AI

09.45 Leverage Cutting-Edge Tech Innovations To Establish Impactful Customer Experiences That Deliver Efficiency Through Customer-Focused AI & Automation Solutions

  • The metaverse, digital wallets, NFTs, driverless cars… harness the latest trends in futuristic tech to evaluate what could be incorporated into day-to-day business strategies
  • Deliver intelligent and agile AI and chatbot services which positively shape the customer experience without causing frustration and damaging NPS score
  • Remove the knowledge gap and engage customers around technology to increase automation adoption and mitigate fear with more customer-focused designs and experiences 
  • What are the opportunities and challenges associated with different emerging technologies and how do they add value to the customer experience and save on costs?
  • The silver bullet? Achieve low-cost, self-service platforms which have your company personality, effectively nudge customers and make it less challenging than it is today?

Vikas Gujral, Transformation & Digital Strategy Director, Bupa

Sam Gallimore, Customer Care Product Lead, The Very Group

HUMAN-CENTRED DIGITAL DESIGN - CUTTING EDGE STRATEGIES:

10.15 One Size Does NOT Fit All: Place Your Customer At The Centre Of Your Strategies With Human-First Digital Design Which Evolve Around Changing Customer Needs

  • Blank canvas: how can we begin with clear, articulate briefs about what our customer goals are to integrate human-centred design in from the very start?
  • The devil is in the detail: how can you generate accurate feedback into your customer and user base to predict what they need?
  • From security to service and transaction to trust, build customer needs and emotions into your design for confidence-boosting interactions where the customer gets what they need
  • Explore options to make digital offerings as non-threatening and user-friendly as possible to provide a safe online alternative when offline channels are not available
  • Moving goalposts? From beta testing to updates, create a culture of improvement where your tech consistently reflects the changing needs of your customers

Emma Harvey, Head of Innovation Lab, NHS England

10.45 Bonus Session; Reserved For Exclusive Conference Partner

11.15 Morning Refreshment Break With Informal Networking

THE LATEST INSIGHTS: CUSTOMER DATA STRATEGIES

11.45 If You’re Not Guiding Customer Strategies By Data, You’re Guiding Them By Guesswork: Making The Most Of Customer Data To Design Human-Centric Digital Approaches With Impact 

  • Steps to overcome legacy systems and old data warehousing for customer data platforms and ecosystems which make sense for the business today
  • You’ve got the data and now what? Strategies to extrapolate meaningful and actionable information from unstructured and structured data to generate reliable insight and make significant customer differences
  • Best-in-class steps to achieve targeted personalisation, tailor offers and products and increase loyalty and retention without going beyond what customers are comfortable with?
  • Data security: how can you protect data from hackers and cyber-attacks and minimise risk of attack?
  • Putting controls in place to guarantee regulatory compliance at every stage

Dr Ifeanyichukwu Franklin Nworie, Digital Transformation Analytics, Manager, Vodafone

DIGITAL RETAIL CASE STUDY: DELIVERING HEALTHCARE ON THE HIGH STREET

12.05 Apply Digital Retail Concepts To Deliver Personalized Healthcare On The High Street

Why can’t healthcare learn from digital retail concepts? Loyalty is personalisation and personalisation is what healthcare systems across the world have been trying to achieve and create for decades. Delivering healthcare on the high-street has been the Boots mission for more than 170 years. Now with the MarTech capability Boots has implemented it can start to offer customers and patients alike a personalised healthcare journey. The team want to share the journey they have been on to enable more high-street organisations to follow suit and find ways to help the NHS in 2022.

Jennifer Duffy, Director of IT – Customer & Category, Boots UK

Rich Corbridge, VP & Chief Information Officer, Boots UK

PANEL DISCUSSION: UNDERSTANDING CUSTOMER NEEDS & BEHAVIOURS

12.25 Keep Pace With Evolving Customer Trends To Ensure Platforms & Digital Offerings Remain Relevant, Increase Satisfaction & Positively Impact The Bottom Line

  • From teenagers to pensioners… how can we gain deeper insights into our customer bases and build personas which work?
  • Is this for them or us? As CX increasingly becomes a differentiator, generate customer-first strategies which provide responsive and effective experiences
  • From empathy mapping to listening, develop intelligent approaches to understand customers instead of relying on feedback surveys
  • What level of data personalisation are customers comfortable with when receiving targeted communications?
  • Solve for the customer rather than waiting for the customer to ask for solutions: anticipate future needs and increase customer retention and loyalty with strategies that build longevity

Graeme Matheson, Planning & Performance Lead, John Lewis & Partners

Chandni Umradia, User Researcher, NHS England

Jim Edwards, Digital Innovation Lead EMEA, Kimberly-Clark

Sebastian Huschner, Product Strategy Lead, Customer, Loyalty AerClub, Aer Lingus

12.55 Lunch & Informal Networking For Speakers, Delegates & Partners

PEER-TO-PEER: INFORMAL BREAKOUT DISCUSSIONS

13.25
A. Unintended Impacts of Digitalisation

Bhavna Saraf, Managing Director, Product Head (Digital Bank), Commercial Business Transformation, Lloyds Banking Group

B. Regulators

C. Vulnerable Customers

D. Personalisation

E. Cyber Security

F. Verifying Customer Identity

G. Speed To Market

H. Agile Delivery

I. UX

J. User Upskilling

13.55 Afternoon Chair’s Opening Remarks

Nick Hodder, Director of Digital Transformation, IWM

LATEST LESSONS LEARNT: EMPOWERING ALL CUSTOMERS

14.05 From Vulnerable Customers To The Wide Digital Literacy Scale: Build Accessibility Into Digital Offerings & Dedicating Resources To Guarantee Every Customer Has An Outstanding Experience

  • Inclusive, human-centred design: how can you ensure that accessibility and a variety of needs are built into CX from day one, instead of as an afterthought?
  • Convince management to dedicate the resources to start with human-centred design
  • From plain language, to digital literacy to vulnerability, how can you distinguish differing customer needs from one another for truly inclusive customer propositions?

James Barley, Design Research Principal, Barclays UK

FRESH PERSPECTIVE: CUSTOMER JOURNEYS

14.25 Leverage New Tech & User Data To Level Up Your Digital Offering While Maintaining Seamless, Effortless Customer Journeys Which Enhance Experience, Loyalty & NPS 

  • Different customers, different journeys: how can we better interrogate customer goals to truly understand and design effective journeys?
  • Broken journeys: are your customers just going round and round in circles? Flag up pain points in automated journeys to quickly redirect customers or intervene with an agent
  • WhatsApp, Live Chat, Chatbots… as the number of customer contact channels diversifies, how can we best design back-end operations which allow for seamless integration?
  • When you launch a new channel in silo, how can you effectively integrate it into your channel suite to scale up and embed into day-to-day operations?

NEW INSIGHTS: EMBEDDING ACCESSIBILITY IN DIGITAL PRODUCTS

14.45 Learn How To Prioritise Issues Within Digital Product Design & Make Digital Products Truly Inclusive & Accessible With Real-Life Examples

Hear first-hand insights about the challenges faced by Depop during the development of their innovative design and product processes that aim to establish an inclusive company culture through accessibility.

Marco Fabbri, Product Designer, Depop

15.05 Bonus Session; Reserved For Exclusive Conference Partner

15.35 Afternoon Refreshment Break With Informal Networking

CUTTING EDGE STRATEGY: THE BUSINESS CASE FOR DIGITALISATION

16.05 Secure Buy-In Through Cost-Cutting & Innovative Digital & Business Transformation Strategies To Shape The Future Of Customer Experience

  • Design for the customer, deliver for the organisation: prove the ROI of solid CX
  • Learn to invest in high-quality, self-service technology solutions to supply seamless customer journeys that balance cost-saving potential and mitigate potential customer frustration
  • Rome wasn’t built in a day! Set and manage expectations around speed-to-market on high-quality digital experiences
  • How can you assess new channel suitability and build the business case to invest in new channels?

Dr Mostafa Helmy, Director of Digital Strategy, Hydro Wind Energy

*NEW FOR 2022* PANEL DISCUSSION: BALANCING HUMAN & DIGITAL INTERACTION

16.25 Being “Real” In A Digital World: How Can Companies Balance Human & Online Interaction In An Increasingly Digitalised Environment To Enhance CX, Engage With The Customer & Stand Out In A World Of Bots?

  • How can we ensure we don’t get carried away in the post-pandemic drive towards digital?
  • What types of interactions should never be digital? How can we design interruptions where computers make the human call to redivert customers without fail?
  • When digital is the only choice to reduce operational costs, how can we still deliver an on-brand, easy experience which drives customer satisfaction?

Bhavna Saraf, Managing Director, Product Head (Digital Bank), Commercial Business Transformation, Lloyds Banking Group 

Paul McKeown, Head of Digital Innovation, Nuffield Health

Les Hopper, Director, Secondary Product, Pearson

Gavin Lee, Head of Digital Operations Strategy, Production, Cambridge University Press Assessment

Rachel Haworth, Non Executive Director, Mansfield Building Society

Simon Donovan, Senior Digital Delivery Manager, DFS

16.55 Afternoon Chair’s Closing Remarks

17.05 Official Close Of Conference