6th - 7th November 2018 | United Kingdom

Agenda Day 1

8:50 am - 9:00 am Chairperson’s Welcome and Opening Remarks

AI is currently offered as a fix-all solution to all business challenges. Are there limits to what can be achieved? How can your business overcome the challenge of delivering on the hype to executives who want to take advantage of the next big trend? Does AI offer genuine disruption or an evolution towards technology playing a larger role in business processes?

Luis Bitencourt-Emilio

Principal Director of Engineering- Machine Learning

9:30 am - 10:00 am Artificial Intelligence – Evolution or Revolution?

Sol Rashidi, Chief Data & Cognitive Officer,Royal Caribbean Cruise Line
  • AI is currently offered as a fix-all solution to all business challenges. Are there limits to what can be achieved
  • How can your business overcome the challenge of delivering on the hype to executives who want to take advantage of the next big trend
  • Does AI offer genuine disruption or an evolution towards technology playing a larger role in business processes

Sol Rashidi

Chief Data & Cognitive Officer
Royal Caribbean Cruise Line

10:00 am - 10:30 am Networking Break and Business Card Collection

10:30 am - 11:00 am Panel Discussion: Test Your Vendor, Considerations for AI Solutions

When you have several providers who claim they can realise your AI ambitions, how do you know which one to choose? This panel session is aimed at empowering business professionals to ask the right questions, such as providing opinion on the functionality requirements that your systems need to perform. This session will also provide delegates with the opportunity to put their questions to the panel in advance so that your questions can be answered by industry and end users alike.

11:00 am - 11:30 am Don’t Let Pursuit for Perfection Delay Your AI Journey

Sherrie Simmons, Chief Operating Officer,Ultra Mobile
  • An overview of the challenges that we encountered pre and during development
  • How the tool has added value to our business, how it has transformed our products, and how it has created the best experience for our customers
  • Why concerns around islands of data should not hold you back

Sherrie Simmons

Chief Operating Officer
Ultra Mobile

11:30 am - 12:00 pm Exploring AI and Automation Further, Addressing How to Take Findings into Your Own Organisation

Carl Lyon, Managing Director,Perpetual Experience Ltd
Organisations are constantly searching for the next big thing to deliver exceptional customer experience alongside significant commercial advantage.
Digital shook us up. It made us think differently about delivering real change in our organisations. AI/Automation, within this digital shakeup, has become a key focus for many organisations who want to understand:
  • Is AI/Automation applicable to my organisation?
  • If it is applicable, then how can I implement it?
  • Will it deliver real commercial benefits?
  • What investment do I need to make?
  • How do we identify and quantify the elements we need to bring together to calculate a real world ROI?

Carl Lyon

Managing Director
Perpetual Experience Ltd

12:00 pm - 12:45 pm The Ten-Minute-Snapshot

The Ten-Minute Snapshot is a series of 10 minute-long demonstration drives from our event partners designed to give you a unique insight into how their solutions can directly assist you in your endeavour to solve your needs.

12:45 pm - 1:45 pm Networking Lunch and Business Card Collection

1:45 pm - 2:15 pm Case Study Interview: Sky

James Alexander, Decisioning Director,Sky
  • An overview of Sky’s AI tool’s current capabilities and where it adds value
  • Measuring success beyond the primary objective
  • Looking to the future: aggregating multiple tools to create the ultimate customer management platform

James Alexander

Decisioning Director

2:15 pm - 2:45 pm Disruptive Models for Cost Containment as New Source of Growth for Increased Profits

Bernard Szerderkenyi, VP Customer Management,Koodo Mobile
  • Implementing AI assisted customer service – costs vs. ROI
  • Customer care centers vs. self-serve help systems
  • Using behavioural economics to drive digital adoption

Bernard Szerderkenyi

VP Customer Management
Koodo Mobile

2:45 pm - 3:15 pm Operational Transformation and AI Implementation

Sardar Saad Naseer, Group Manager Platform Development,PTCL
  • Intelligent data analysis and machine learning to deliver better customer experience and operational efficiency
  • Unlocking the value of unstructured data through AI and cognitive systems
  • Leveraging AI to improve business outcomes and create new revenue streams
  • Road map for expansion of AI & machine learning implementation

Sardar Saad Naseer

Group Manager Platform Development

3:15 pm - 3:45 pm Networking Coffee Break and Business Card Collection

3:45 pm - 4:15 pm From Proof of Concepts to Leveraging AI at Scale in the Organisation

Francois Blanc, Head of Customer Experience - Customer and Innovation,Santander
An overview of the journey at Santander UK, from the initial proof of concepts across the retail and corporate bank, in the CRM, Products, Customer Service, Financial Crime, and Operations functions, to improving our operating model to leverage these techniques at scale and at pace

Francois Blanc

Head of Customer Experience - Customer and Innovation

4:15 pm - 4:45 pm Big Data – Small Data

Cary Cusumano, CX Design Strategist,Verizon
Many emerging trends now compete for CMO mindshare as businesses are beginning to recognize that customer experience is overtaking product performance as the top driver of brand equity.  Big data and predictive analytics account for a sizable portion of this mindshare as they offer the promise of improved returns from targeted selling and propensity to buy.  But while big data is proving a strong asset in selling to customers, it is remarkably weak at guiding businesses in serving those customers.  CMOs need to beware the potential hazards of trying to predict future behavior using big data without first understanding what the small data is saying about the past.  In this session you will hear:

  • How small data reveals customer insights that big data cannot
  • Why big data’s attempts to personalize offerings can often feel impersonal
  • Why businesses need to embrace both big data and small data to create a superior end-to-end customer experience
  • Why an effective small data practice can be the key that unlocks the ability implement your omnichannel service strategy

Cary Cusumano

CX Design Strategist

4:45 pm - 5:15 pm (AI)2 - The Winning Combination for Superior CX

Sandeep Shashikant, Senior Manager, Product Marketing,Frontier Communications
  • They key factors for success when implementing an AI tool
  • The challenges encountered as the tool was developed
  • Understanding, and commercial exploiting, key pieces of customer insights

Sandeep Shashikant

Senior Manager, Product Marketing
Frontier Communications

8:00 am - 8:15 am Chairperson's Closing Remarks and End of Day One