04 - 05 December, 2018 | Hilton London Kensington, London, United Kingdom

Agenda Day 2

8:30 am - 9:00 am Registration and Coffee

9:00 am - 9:10 am Chairperson’s Opening Remarks and Welcome

9:10 am - 9:50 am B2B CX FS: CX Transformation to Meet the Evolving Behaviours of Clients

Will Green - Propositions and Innovation Director, Barclays
·         What are the unique challenges within a B2B environment: Culture, governance, structure and silos
·         Understanding how the B2B environment has evolved and how behaviours of clients are continuing to change
·         Adapting to change and transforming the business through new approaches: Process innovation, digital transformation and new propositions

Will Green

Propositions and Innovation Director
Barclays

9:50 am - 10:30 am Panel Discussion: Putting Your Customer at the Centre of your Digital Transformation

Chris Briggs - International Implementation Projects Manager, AXA Travel Insurance
Ross Hunter - Product Direct, Retail Banking, Post Office
  • How does customer experience drive the digital transformation strategy?
  • What are the biggest challenges with aligning customer experience with the digital transformation strategy?
  • What is the best way to assess digital maturity levels and develop smart digital transformation plans?
  • How can you ensure the organisation evolves to think and act digital in everything they do?
  • How can customers help transform the customer journey?
  • What new and emerging digital technologies are being utilised to engage with customers in new and creative ways?
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Chris Briggs

International Implementation Projects Manager
AXA Travel Insurance

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Ross Hunter

Product Direct, Retail Banking
Post Office

8:00 am - 8:30 am Morning Coffee and Networking Break

11:00 am - 11:40 am Delivering an Outstanding Customer Experience by Turning the Voice of the Customer into Actionable Insight

Tony Crane - Customer Experience Director, Bank of Ireland UK
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Tony Crane

Customer Experience Director
Bank of Ireland UK

11:40 am - 12:20 pm IPA’s Impact on the Banking Industry: Enhancing Customer Experience and Operational Efficiency

Steve Snowdon - Head of Lean, Mashreq Bank
  • Quick overview of IPA technology and how it is impacting the financial services sector: RPA, AI, ML and OCR
  • Understanding how IPA technology can improve Customer Experience outcomes
  • The CX Transformation business case for RPA: Identifying the need, selecting the right technology and ROI
  • Operational benefits of RPA: Mitigate risk and comply with regulations whilst increasing core customer oriented processes
  • Aligning people, process and technology to the benefit of customers
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Steve Snowdon

Head of Lean
Mashreq Bank

1:20 pm - 2:20 pm Lunch and Networking Break

1:20 pm - 2:00 pm Data and Analytics: Understanding Your Customer and their Journey to Optimise CX and Improve Journey Mapping

Michael Freund - Head Data & Analytics Solution Delivery, Credit Suisse
  • The value of analytics: Leveraging data and insights to guide customers through life’s moments and create a unique experience at the right point in time
  • Organizational change: Analysing and assessing current capabilities to determine improvement areas and what is possible
  • Optimizing your data base to support analytics and the challenges associated with  implementing analytical models 
  • Breaking down silos to enable cross functional analytics
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Michael Freund

Head Data & Analytics Solution Delivery
Credit Suisse

2:00 pm - 2:40 pm Transforming Customer Experience through AI

Abhijit Akerkar - Head of Applied Sciences, Business Integration, Lloyds Banking Group
  • AI overview: Understanding how AI can transform CX and unlock business  value
  • Educating the business: Building the business case for AI, cultural development and securing buy-in
  • Creating a strong foundation and building AI capability: Enabling impactful customer interactions whilst improving operational efficiency
  • Integrating new technology with old: Overcoming the challenges with working with legacy systems
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Abhijit Akerkar

Head of Applied Sciences, Business Integration
Lloyds Banking Group

2:40 pm - 3:20 pm Afternoon Coffee and Networking Break

3:10 pm - 3:50 pm Making Blockchain Part of Customer Experience

Brian Harris - Chief Product Officer, Currencies Direct

  • What is blockchain technology and infrastructure: What is it, how does it work and how can it be applied in a customer experience environment? 
  • What are the potential implications of using the technology?
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Brian Harris

Chief Product Officer
Currencies Direct

3:50 pm - 4:30 pm Digital Feedback and Measurement: Capturing, Storing and Communicating Feedback Internally and Externally

Adam Ginty - Head of Customer Experience, United Bank UK
  • How to define the right CX metrics and use them to improve CX planning 
  • Cocreating, designing and implementing a successful CX measurement model
  • Exploring different tools available to capture and analyse customer feedback
  • Reporting: Methods for reporting and sharing key findings that ensures everyone has line of sight to the information
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Adam Ginty

Head of Customer Experience
United Bank UK

4:00 pm - 4:05 pm Closing Remarks from the Conference Chair and End of Conference