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Accelerated Digitalisation & Self-Serve: 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! 

Book 4 Places For The Price Of 3! Please Call +44 (0)20 3479 2299 For More Information On Group Discounts!

09.00 Log In & GIC Welcome

09.05 Morning Chair's Welcome & Opening Remarks

Katherine Morgan, Former Director of Transformation, Fenwick

Keeping The Human Touch

09.30 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

09.50 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



Marie Yates, Product Manager - Conversational AI, Barclays



Les Hopper, Head of Innovation & Digital Product - Education Division, Oxford University Press

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

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, Former Head of Global Operations, British Airways

Facilitated Breakout Discussions

12.05 Breakout Discussions

A) Vulnerable Customers

B) Shifting Customer Expectations


D) Product Design

E) COVID-19 Lessons Learnt

F) Chatbots

Marie Yates, Product Manager - Conversational AI, Barclays

12.45 Lunch Break & Informal Networking

13.45 Afternoon Chair's Opening Remarks

Rachel Whitaker, Online Investment Services - P & L owner, Aviva

Empowering Demographics

14.05 Drive Digital & Self-Serve Adoption Across All Ages, Demographics & Locations With Successful Onboarding & Inclusive, Empowering Customer Experiences

  • Slow but steady! Encourage channel adoption, the shift to digital and multi-platform usage with a strategy that caters for all levels of digital literacy and avoids isolation
  • Build trust across your customer demographic with successful onboarding of traditional customers towards the digital transformation era
  • Improve the perception of self-serve across generations with slick, user-friendly strategies that motivate customers to go digital
  • The customer is always right! Promote the importance of being digitally aware with subtle changes that ensure high levels of customer satisfaction across all ages
  • In uncertain times, ensure no customer is left behind with inclusive digital platforms that reassure customers that your company still has their needs at its heart

Speaker to be confirmed, please check the website for updates.

BT Case Study

14.20 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

Securing Buy-In & Cost-Benefit

14.45 Ensure Buy-In & Mitigate The Cost Of Digital & Self-Serve With Proven ROI, Customer Satisfaction & Business Improvement

  • As we enter another recession, how can we argue the customer benefits case to justify significant, ongoing digital investment to boards looking to minimise spend and risk?
  • Are you getting your money’s worth? Review and reflect on digital implementation to further prove the cost-benefit across the business
  • Articulate the value of automation and quantify this into bottom-line results

Speaker to be confirmed, please check the website for updates.

Seamless Customer Journey | Double Perspective

15.05 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


15.05 Perspective One
Nick King,
Insight Director, Auto Trader

15.25 Perspective Two 

Joshua Harris, Senior Marketing Manager, Centrica

15.45 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

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

The Future Of Digital & Self Service

16.55 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

17.25 Chair's Closing Remarks & Official Close Of Conference

Can You Help Digital, Product, UX & Customer Directors Meet Customer Needs & Expectations & Balance 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

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

Global Insight Conferences is a rapidly-expanding and highly entrepreneurial conference company with a number of graduate job vacancies. We only employ individuals who are passionate about conferences, passionate about their personal growth and performance and passionate about being the best. Please send your CV with a covering letter to