Establishing and Maintaining a Sustainable AI Environment
8:15 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:30 am - 10:00 am SHAPING THE FUTURE WITH AIAli Bouhouch - CTO and VP, Enterprise Architecture SEPHORA
SEPHORA has been transforming retail and cosmetic industry worldwide through driving innovation and personalisation for almost two decades. Leveraging ML, VR and over 5 years of experimenting, the Virtual Assistant has proved to be a real success amongst customers. Two most important things can all learn from SEPHORA is their imbedded customer focus and ability to take advantage of an opportunity in the rapidly changing digital environment.
As a leader that has helped to shape and drive this transformation of customer experience, Ali will talk about the importance of organic approach to CX innovation and shaping the transformation process as a part of a wider society.
- How do we introduce new technology to ensure acceptance?
- Creating digital experiences and products to make consumer interactions more fun and more efficient: how do we engage, educate and entertain?
- Leading the AI-enhanced world: looking out for and shaping customer needs
Ali BouhouchCTO and VP, Enterprise Architecture
10:00 am - 10:45 am THE CX OF AI: MINDSET VS TECHNOLOGYQaalfa Dibeehi - VP, Marketing and Strategy Innovation, Customer Experience and Digital, EMEA Forrester Research
Digital transformation is now almost a business-as-usual concept. Emerging technologies like AI are fuelling digital fire. Companies are throwing AI at their CX efforts and it’s happening rapidly. Enthusiasm for AI as an emerging technology can lead businesses to build experiences that customers find useless. It’s necessary to think through how best to build and deploy an intelligent experience. This presentation will cover:
- Why AI-driven experiences are seductive — and risky
- The four parts of effective human-AI interactions
- Why AI needs to help deliver cognitive moments to help differentiate the CX
15 min Q&A session included
Qaalfa DibeehiVP, Marketing and Strategy Innovation, Customer Experience and Digital, EMEA
10:45 am - 11:15 am MORNING BREAK AND NETWORKING
11:15 am - 12:00 pm BALANCING AI AND HUMANITY IN CX: HOW TO MAKE YOUR CUSTOMERS FEEL CARED FOR WHILST TRANSITIONING TO INTELLIGENT AUTOMATION?Chair: Sherrie Simmons - COO In STEPPS
Aaron Boasman-Patel - VP, AI and CX TM Forum
Ali Bouhouch - CTO and VP, Enterprise Architecture SEPHORA
Craig Palmer - Director, CX Transformation, EMEA Verizon
One of the most widespread concerns there currently are with the rapidly accelerating adoption of AI for CX is the scare that automation will replace humanity in customer service, feel largely impersonal and drive customers further away from you. In this discussion, we will hear expert insight on the best way to integrate AI without losing the human touch.
- Is there a way to make customers feel more looked after using AI?
- Self-service and customer communication: does it make customers feel dismissed and how can we prevent that?
- How to communicate this change of mode of communication to your customers?
- How do we build trust and loyalty using these technologies?
- How to maximise personalisation via intelligent analytics?
Aaron Boasman-PatelVP, AI and CX
Ali BouhouchCTO and VP, Enterprise Architecture
Craig PalmerDirector, CX Transformation, EMEA
12:00 pm - 12:30 pm GETTING AI READY: JOURNEY MAPPING TO BUILD AI CAPABILITIESPatricia Davison - Global CX Lead BD
Everyone is set up to face difficulties on their AI journey and discover new challenges and solutions as the process evolves. However, there are key building blocks to maximize your strategy success and ensure that the people, processes & technology are aligned for the transformation:
How do we create an eco-system to facilitate AI initiatives, drive collaboration, efficiency and process improvement?
Patricia DavisonGlobal CX Lead
12:30 pm - 1:00 pm QUICK FIX, QUICK WIN – SMART CUSTOMER INCIDENT RESOLUTION POWERED BY AIPeter Kleinhans - Head of Sales solvatio AG
Resolving customer support requests is a major cost generator especially in service- and technology driven industries. The emergence of digital support channels yields substantial cost-saving potential which can only be fully leveraged by new innovative solutions for automated incident troubleshooting and customer interaction. Illustrated by an example from Telecommunications, you will learn how AI can boost troubleshooting efficiency, improve customer experience and - last but not least - help customer operations keep pace with growing service complexity and product diversity.
Peter KleinhansHead of Sales
1:00 pm - 2:00 pm NETWORKING LUNCH
2:00 pm - 3:00 pm THE TECH FACTOR: WHO WILL BE THE WINNER FOR YOU?Chair: Sherrie Simmons - COO In STEPPS
Sit back and watch five unique solution providers battle for the title of most intriguing/relevant/exciting at AI for CX 2018. They only have 10 minutes each to give you the most enticing teaser of what they offer to solve your challenges and your customer’s pain points!
You get to vote and decide who you will become the winner and get a full 30 minute slot on day 2 to present their innovation, thoughts and success stories to the whole audience.
Who will be your winner?
3:30 pm - 4:00 pm I, HUMAN – MANAGING CHANGE IN THE AI AGEPhil Lewis - Managing Director Corporate Punk
Across all industries, change is not a choice. It is a necessity. Yet, the uncomfortable truth is that at the outset of almost any change programme, the odds are stacked against successful delivery. Given its complexity, there is no question that transitioning to an AI-driven operating model is difficult.
This failure rate is widely recognised; even accepted as inevitability. But in real terms, failure on such a level equates to tens of millions of pounds of missing ROI, lost customers and damaged customer relationships, as well as the collateral damage to business strategy, shareholder value and team morale.
This session will dive into the inevitability of failure, success factors and common pitfalls and AI as a human process in AI CX transformation and will help you manage the change smoothly. You will walk away with three key takeaways that will put the AI transformation into a new angle and help you
answer the following questions:
• Why does failure happen and what can be done?
• The success and failure factors are already well understood and can be easily managed. Yet many businesses struggle to do this. Why?
• How do you prevent the mistake of ignoring people when you bring in the robots?
Phil LewisManaging Director
3:30 pm - 4:00 pm AFTERNOON BREAK AND NETWORKING
4:00 pm - 4:45 pm VENDOR SELECTION: FINDING A MATCH MADE IN HEAVENChair: Sherrie Simmons - COO In STEPPS
Strategy is definitely a half of your AI transformation success; the other half is the solution you decide fits you best. How do we make that decision, given a huge choice of vendors providing similar answers to customers’ pain points? Kick-off a discussion on what drives your purchasing decisions for the best outcome.
This interactive 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. It will also provide delegates with the opportunity to put their questions to the general discussion in advance so that your questions can be answered by industry and end users alike.
- What do we look for when selecting an AI vendor?
- What are the compromises you are willing to make?
- How to understand what you’re looking for in the first place?
- Larger vs smaller solution providers: flexibility and personalisation vs reputation and experience
- Avoiding and smoothing out potential hick-ups in vendor relationships
4:45 pm - 5:15 pm AI SOUP FOR THE CX SOUL: HOW CAN AI TRANSFORM CX AND UNLEASH SIGNIFICANT VALUE?Abhijit Akerkar - Head of Applied Science, Business Integration Lloyds Banking Group
Abhijit will argue that like a consummate chef, you will have to blend the right ingredients – strategy, technology, data, behavioural science, capability building, and ethics – in the right way to create a signature dish that enhances your brand value. A variety of AI technologies will have to be deployed to work in tandem to create a compound effect while maximising value from each technology. Organisational silos will have to be broken. Cracking this code for your organisation will take a few iterations. Subsequent scaling will unleash a significant value for your brand.
Abhijit AkerkarHead of Applied Science, Business Integration
Lloyds Banking Group