The industry shaping agenda



Reinvent the Customer Journey

8:58am

Opening Remarks

9:00am

Panel Discussion: Move from Discussion and Speculation to Action

The customer-focused community has been discussing how to transition to personalised, data-driven interactions and best practice for the past decade. It’s time to move on from the discussion stage to delivery and execute these big ideas. Look at how best to transition from traditional customer service to a beacon of innovation and best practice

Moderator: Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

Eloise Boezak Head of Customer Experience African Bank

Sadia Khuram VP Market & Products Jazz

Guilherme Rodrigues Assistant Vice President of Customer Experience and Design Lead First Abu Dhabi Bank

9:30am

How to Drive your Organization from Product Driven to Customer Driven

Moving to a customer driven organization requires a huge mindset shift. It requires to put a place the adequate tools with the most relevant KPIs at all levels and a lot of patience. In order to do it, you need to drastically improve the user experience of your employees so they can dedicate more time to customer added value tasks and offer your clients the ability to do some tasks by themselves

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

9:45am

Customer Service Essentials for CX Success

Is it possible to create a modern customer experience and engagement initiative without huge investments into technology and manpower? We think it is.

Join us as we uncover how a few small, yet incredibly powerful, changes to your existing customer response technology can pay huge dividends to your business; and how any business, including yours, can continue to see customer relationships thrive through simple investments in the new service essentials required for modern CX success

Martin Schneider Head of Corporate Strategy SugarCRM

10:00am

Joint Q&A Session

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

Martin Schneider Head of Corporate Strategy SugarCRM

10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

Whilst automation can make processes faster and provide responses to straightforward queries it can, at times, feel impersonal and frustrate customers. Pursue a strategy that blends the need for automated, fast services with the human touch your customer craves

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

10:30am

AX=CX 5 Lessons learned on how Agent Experience (AX) improves Customer Experience (CX)

With the ever-changing world we have all come to know as of late, more companies have had to shift their customer service operations and reimagine the customer experience. Often this shifting and reimagining is clustered around the customer, leaving the agent experience in the dust. If we know empowering agents is so vital to great customer service, why do we often work backwards from the customer? Join us for our 5 Lessons Learned around the only equation you need to know: agent experience = customer experience

Oscar Giraldo Founder & CEO Playvox

10:45am

Build Omnichannel to Land your Strategy

Building an omnichannel customer experience is becoming necessary to successfully sell to and service customers today. But creating an omnichannel is extremely challenging, especially if you are developing on legacy systems – and that only the start! Once you have omnichannel, refocusing an organization from a separate channel mindset to the world of omni possibilities brings its own trials

Adri Lubbe Head of Omni-Channel and User Experience African Bank

11:00am

Joint Q&A Session

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

Oscar Giraldo Founder & CEO Playvox

Adri Lubbe Head of Omni-Channel and User Experience African Bank

Create a Customer Obsessed Culture

11:15am

From Agents to Digital Customer Service Personas

Even the most seasoned CS agents need to upskill to successfully manage support over social media, live chat or messaging.

So how can you turn them into digital conversations specialists? Learn about the DCS Personas© skill set model plus related case studies.

Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

11:30am

Evaluate and Overhaul the Corporate Culture of your Contact Centre

Metrics are important but CS agents need to have a strong grip on the skills necessary to make a customer feel valued. Move to a customer-first way of thinking throughout your interactions

Sarah Metcalfe Head of Customer Experience Sure Petcare

11:45am

Joint Q&A Session

Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

Sarah Metcalfe Head of Customer Experience Sure Petcare

12:00pm

Maintain Your Brand Personality Throughout Growth and Transition

As your brand moves from plucky start up through to medium-sized enterprise and then to industry leader how do you ensure your brand identity remains intact? Find out how to make sure you keep the elements of your brand that the customer loved in the first place

Amber Kirby Director of Brand and Customer Experience Eurostar

12:15pm

Design a Customer-Centric Journey and Inspire Loyalty

Customer service teams must design roadmaps which remove pain points and prioritise ease of use. Discover how to design a customer journey and ensure you’re encouraging deeper loyalty from your customer

Leigh Currie Head of Global Customer Service ACCA

12:30pm

Build and Manage a Consistent Customer Experience Wherever the Team is

With many customer service teams outsourced across the globe it can be difficult to imprint brand values and standards to distant teams. Make sure your teams radiate your values while meeting cultural and marketplace needs

Nomty Malevu Head of Customer Service SA Taxi

12:45pm

Joint Q&A Session

Amber Kirby Director of Brand and Customer Experience Eurostar

Leigh Currie Head of Global Customer Service ACCA

Nomty Malevu Head of Customer Service SA Taxi

AI and the Technologies Shaping Customer Experience

9:00am

Panel Discussion: Transform the Way Your Business Responds to Customer Needs Through Personalized, AI-Driven Interactions

AI is changing the way brands interact with their customers and allowing for more accurate, well-informed responses to queries. Find out how AI can help reduce the workload of staff and speed up your customer query response times

Adri Lubbe Head of Omni-Channel and User Experience African Bank

Trevor Gordon Director Global Omnichannel Retail Sodexo

Richard Haddad Chief Executive Officer Jannah Hotels and Resorts

9:30am

What Now?

On average organisations have accelerated their digital strategy by 6 years in light of the pandemic. Whilst the efforts to successfully maintain safety of staff and customer service have been monumental, many leaders are now having to replan their digital strategy, budgets and operating models. In the face of this daunting task we will explore “What now” and talk about how in light of huge pressure to continue to deliver at pace, how now is the right time to hit pause, take stock and make sure your organisation is in the best position to continue through its digital transformation.

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

9:45am

The Many Facets of Customer Centricity and the Role of Data

Becoming a customer-centric company is not a one team’s task and neither something that happens overnight. We will explore a few pan-organisational strategies that drive sustainable benefit and look at DATA in its current role in attaining competitive edge and customer centricity

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:00am

Joint Q&A Session

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:15am

The Messaging Customer Experience

In today’s data-driven era, brands often miss the greatest opportunities to connect with their customers and create meaningful customer experiences. It can seem like being human and offering the most efficient customer experiences are at odds: Humans can’t scale, and bots can’t be completely human. But together, the solutions are infinite. Learn how to combine the power of man and machine for more efficient - and profitable - customer relationships

Ido Bornstein-HaCohen Chief Executive Officer Conversocial

10:30am

We are not normal - What you need to know about your customers

The most successful brands put excellent customer engagement at the heart of everything they do. In an increasingly connected digital world, the ways brands can contact customers has increased exponentially - whether it’s chatbots, smart assistants or augmented and virtual reality. But what does the future look like? In this presentation, Tim will run through the DMA’s latest research and trends, reminding us that we are far from the average consumer and to remember that putting the customer first is the sure-fire way to successful engagement - today and tomorrow

Tim Bond Head of Insight and PR DMA

10:45am

Deliver a Connected and Personalised Experiences for Your Customer

Elevate your understanding of the customer by building a deeper profile of them leveraging AI, chatbots and IoT sensors. With more data available than ever before, discover opportunities on how to build meaningful profiles of your clientele, and how you can actively drive customer motivations and behaviors.

Jervais Choo Deputy Director, Organisational Design and Innovation National Heritage Board Singapore

11:00am

Maximize your social presence and maintain your brand image when leveraging AI by merging the voice of your customer with brand TOV

This year there will be 3.8 billion users on social media with the average person spending over two hours per day online. Whether in a brand-developed community, an online thread, or Yelp, your customers are talking about you online. Utilize AI and the voice of your customer to increase CSAT, decrease response times, and champion deflection rates while maintaining your brand presence

Megan Merrick Online Engagement Manager Freshly

11:15am

Joint Q&A Session

Ido Bornstein-HaCohen Chief Executive Officer Conversocial

Anna Frigerio Insight Executive DMA

Jervais Choo Deputy Director, Organisational Design and Innovation National Heritage Board Singapore

Megan Merrick Online Engagement Manager Freshly

Included in your Standard Pass


Day 1

Reinvent the Customer Journey

8:58am

Opening Remarks

9:00am

Panel Discussion: Move from Discussion and Speculation to Action

The customer-focused community has been discussing how to transition to personalised, data-driven interactions and best practice for the past decade. It’s time to move on from the discussion stage to delivery and execute these big ideas. Look at how best to transition from traditional customer service to a beacon of innovation and best practice

Moderator: Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

Eloise Boezak Head of Customer Experience African Bank

Sadia Khuram VP Market & Products Jazz

Guilherme Rodrigues Assistant Vice President of Customer Experience and Design Lead First Abu Dhabi Bank

9:30am

How to Drive your Organization from Product Driven to Customer Driven

Moving to a customer driven organization requires a huge mindset shift. It requires to put a place the adequate tools with the most relevant KPIs at all levels and a lot of patience. In order to do it, you need to drastically improve the user experience of your employees so they can dedicate more time to customer added value tasks and offer your clients the ability to do some tasks by themselves

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

9:45am

Customer Service Essentials for CX Success

Is it possible to create a modern customer experience and engagement initiative without huge investments into technology and manpower? We think it is.

Join us as we uncover how a few small, yet incredibly powerful, changes to your existing customer response technology can pay huge dividends to your business; and how any business, including yours, can continue to see customer relationships thrive through simple investments in the new service essentials required for modern CX success

Martin Schneider Head of Corporate Strategy SugarCRM

10:00am

Joint Q&A Session

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

Martin Schneider Head of Corporate Strategy SugarCRM

10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

Whilst automation can make processes faster and provide responses to straightforward queries it can, at times, feel impersonal and frustrate customers. Pursue a strategy that blends the need for automated, fast services with the human touch your customer craves

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

10:30am

AX=CX 5 Lessons learned on how Agent Experience (AX) improves Customer Experience (CX)

With the ever-changing world we have all come to know as of late, more companies have had to shift their customer service operations and reimagine the customer experience. Often this shifting and reimagining is clustered around the customer, leaving the agent experience in the dust. If we know empowering agents is so vital to great customer service, why do we often work backwards from the customer? Join us for our 5 Lessons Learned around the only equation you need to know: agent experience = customer experience

Oscar Giraldo Founder & CEO Playvox

10:45am

Build Omnichannel to Land your Strategy

Building an omnichannel customer experience is becoming necessary to successfully sell to and service customers today. But creating an omnichannel is extremely challenging, especially if you are developing on legacy systems – and that only the start! Once you have omnichannel, refocusing an organization from a separate channel mindset to the world of omni possibilities brings its own trials

Adri Lubbe Head of Omni-Channel and User Experience African Bank

11:00am

Joint Q&A Session

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

Oscar Giraldo Founder & CEO Playvox

Adri Lubbe Head of Omni-Channel and User Experience African Bank



Day 2

AI and the Technologies Shaping Customer Experience

9:00am

Panel Discussion: Transform the Way Your Business Responds to Customer Needs Through Personalized, AI-Driven Interactions

AI is changing the way brands interact with their customers and allowing for more accurate, well-informed responses to queries. Find out how AI can help reduce the workload of staff and speed up your customer query response times

Adri Lubbe Head of Omni-Channel and User Experience African Bank

Trevor Gordon Director Global Omnichannel Retail Sodexo

Richard Haddad Chief Executive Officer Jannah Hotels and Resorts

9:30am

What Now?

On average organisations have accelerated their digital strategy by 6 years in light of the pandemic. Whilst the efforts to successfully maintain safety of staff and customer service have been monumental, many leaders are now having to replan their digital strategy, budgets and operating models. In the face of this daunting task we will explore “What now” and talk about how in light of huge pressure to continue to deliver at pace, how now is the right time to hit pause, take stock and make sure your organisation is in the best position to continue through its digital transformation.

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

9:45am

The Many Facets of Customer Centricity and the Role of Data

Becoming a customer-centric company is not a one team’s task and neither something that happens overnight. We will explore a few pan-organisational strategies that drive sustainable benefit and look at DATA in its current role in attaining competitive edge and customer centricity

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:00am

Joint Q&A Session

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:15am

The Messaging Customer Experience

In today’s data-driven era, brands often miss the greatest opportunities to connect with their customers and create meaningful customer experiences. It can seem like being human and offering the most efficient customer experiences are at odds: Humans can’t scale, and bots can’t be completely human. But together, the solutions are infinite. Learn how to combine the power of man and machine for more efficient - and profitable - customer relationships

Ido Bornstein-HaCohen Chief Executive Officer Conversocial

Included in your Premium Pass


Day 1

Reinvent the Customer Journey

8:58am

Opening Remarks

9:00am

Panel Discussion: Move from Discussion and Speculation to Action

The customer-focused community has been discussing how to transition to personalised, data-driven interactions and best practice for the past decade. It’s time to move on from the discussion stage to delivery and execute these big ideas. Look at how best to transition from traditional customer service to a beacon of innovation and best practice

Moderator: Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

Eloise Boezak Head of Customer Experience African Bank

Sadia Khuram VP Market & Products Jazz

Guilherme Rodrigues Assistant Vice President of Customer Experience and Design Lead First Abu Dhabi Bank

9:30am

How to Drive your Organization from Product Driven to Customer Driven

Moving to a customer driven organization requires a huge mindset shift. It requires to put a place the adequate tools with the most relevant KPIs at all levels and a lot of patience. In order to do it, you need to drastically improve the user experience of your employees so they can dedicate more time to customer added value tasks and offer your clients the ability to do some tasks by themselves

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

9:45am

Customer Service Essentials for CX Success

Is it possible to create a modern customer experience and engagement initiative without huge investments into technology and manpower? We think it is.

Join us as we uncover how a few small, yet incredibly powerful, changes to your existing customer response technology can pay huge dividends to your business; and how any business, including yours, can continue to see customer relationships thrive through simple investments in the new service essentials required for modern CX success

Martin Schneider Head of Corporate Strategy SugarCRM

10:00am

Joint Q&A Session

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

Martin Schneider Head of Corporate Strategy SugarCRM

10:15am

Balance Automation, Efficiency and Speed with Your Brand Personality

Whilst automation can make processes faster and provide responses to straightforward queries it can, at times, feel impersonal and frustrate customers. Pursue a strategy that blends the need for automated, fast services with the human touch your customer craves

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

10:30am

AX=CX 5 Lessons learned on how Agent Experience (AX) improves Customer Experience (CX)

With the ever-changing world we have all come to know as of late, more companies have had to shift their customer service operations and reimagine the customer experience. Often this shifting and reimagining is clustered around the customer, leaving the agent experience in the dust. If we know empowering agents is so vital to great customer service, why do we often work backwards from the customer? Join us for our 5 Lessons Learned around the only equation you need to know: agent experience = customer experience

Oscar Giraldo Founder & CEO Playvox

10:45am

Build Omnichannel to Land your Strategy

Building an omnichannel customer experience is becoming necessary to successfully sell to and service customers today. But creating an omnichannel is extremely challenging, especially if you are developing on legacy systems – and that only the start! Once you have omnichannel, refocusing an organization from a separate channel mindset to the world of omni possibilities brings its own trials

Adri Lubbe Head of Omni-Channel and User Experience African Bank

11:00am

Joint Q&A Session

Natalia Gutierrez Communications and Employee Experience Grupo Telepizza

Oscar Giraldo Founder & CEO Playvox

Adri Lubbe Head of Omni-Channel and User Experience African Bank

Create a Customer Obsessed Culture

11:15am

From Agents to Digital Customer Service Personas

Even the most seasoned CS agents need to upskill to successfully manage support over social media, live chat or messaging.

So how can you turn them into digital conversations specialists? Learn about the DCS Personas© skill set model plus related case studies.

Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

11:30am

Evaluate and Overhaul the Corporate Culture of your Contact Centre

Metrics are important but CS agents need to have a strong grip on the skills necessary to make a customer feel valued. Move to a customer-first way of thinking throughout your interactions

Sarah Metcalfe Head of Customer Experience Sure Petcare

11:45am

Joint Q&A Session

Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author Customer Service Culture

Sarah Metcalfe Head of Customer Experience Sure Petcare

12:00pm

Maintain Your Brand Personality Throughout Growth and Transition

As your brand moves from plucky start up through to medium-sized enterprise and then to industry leader how do you ensure your brand identity remains intact? Find out how to make sure you keep the elements of your brand that the customer loved in the first place

Amber Kirby Director of Brand and Customer Experience Eurostar

12:15pm

Design a Customer-Centric Journey and Inspire Loyalty

Customer service teams must design roadmaps which remove pain points and prioritise ease of use. Discover how to design a customer journey and ensure you’re encouraging deeper loyalty from your customer

Leigh Currie Head of Global Customer Service ACCA

12:30pm

Build and Manage a Consistent Customer Experience Wherever the Team is

With many customer service teams outsourced across the globe it can be difficult to imprint brand values and standards to distant teams. Make sure your teams radiate your values while meeting cultural and marketplace needs

Nomty Malevu Head of Customer Service SA Taxi

12:45pm

Joint Q&A Session

Amber Kirby Director of Brand and Customer Experience Eurostar

Leigh Currie Head of Global Customer Service ACCA

Nomty Malevu Head of Customer Service SA Taxi



Day 2

AI and the Technologies Shaping Customer Experience

9:00am

Panel Discussion: Transform the Way Your Business Responds to Customer Needs Through Personalized, AI-Driven Interactions

AI is changing the way brands interact with their customers and allowing for more accurate, well-informed responses to queries. Find out how AI can help reduce the workload of staff and speed up your customer query response times

Adri Lubbe Head of Omni-Channel and User Experience African Bank

Trevor Gordon Director Global Omnichannel Retail Sodexo

Richard Haddad Chief Executive Officer Jannah Hotels and Resorts

9:30am

What Now?

On average organisations have accelerated their digital strategy by 6 years in light of the pandemic. Whilst the efforts to successfully maintain safety of staff and customer service have been monumental, many leaders are now having to replan their digital strategy, budgets and operating models. In the face of this daunting task we will explore “What now” and talk about how in light of huge pressure to continue to deliver at pace, how now is the right time to hit pause, take stock and make sure your organisation is in the best position to continue through its digital transformation.

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

9:45am

The Many Facets of Customer Centricity and the Role of Data

Becoming a customer-centric company is not a one team’s task and neither something that happens overnight. We will explore a few pan-organisational strategies that drive sustainable benefit and look at DATA in its current role in attaining competitive edge and customer centricity

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:00am

Joint Q&A Session

David Cousins EMEA Contact Center Specialist Lead Twilio Flex

Sam Richardson Senior Visioneering Consultant Twilio Foundry

Maria Lagutina Head of Customer Journey, Innovation and Customer Experience and CX Expert

10:15am

The Messaging Customer Experience

In today’s data-driven era, brands often miss the greatest opportunities to connect with their customers and create meaningful customer experiences. It can seem like being human and offering the most efficient customer experiences are at odds: Humans can’t scale, and bots can’t be completely human. But together, the solutions are infinite. Learn how to combine the power of man and machine for more efficient - and profitable - customer relationships

Ido Bornstein-HaCohen Chief Executive Officer Conversocial

10:30am

We are not normal - What you need to know about your customers

The most successful brands put excellent customer engagement at the heart of everything they do. In an increasingly connected digital world, the ways brands can contact customers has increased exponentially - whether it’s chatbots, smart assistants or augmented and virtual reality. But what does the future look like? In this presentation, Tim will run through the DMA’s latest research and trends, reminding us that we are far from the average consumer and to remember that putting the customer first is the sure-fire way to successful engagement - today and tomorrow

Tim Bond Head of Insight and PR DMA

10:45am

Deliver a Connected and Personalised Experiences for Your Customer

Elevate your understanding of the customer by building a deeper profile of them leveraging AI, chatbots and IoT sensors. With more data available than ever before, discover opportunities on how to build meaningful profiles of your clientele, and how you can actively drive customer motivations and behaviors.

Jervais Choo Deputy Director, Organisational Design and Innovation National Heritage Board Singapore

11:00am

Maximize your social presence and maintain your brand image when leveraging AI by merging the voice of your customer with brand TOV

This year there will be 3.8 billion users on social media with the average person spending over two hours per day online. Whether in a brand-developed community, an online thread, or Yelp, your customers are talking about you online. Utilize AI and the voice of your customer to increase CSAT, decrease response times, and champion deflection rates while maintaining your brand presence

Megan Merrick Online Engagement Manager Freshly

11:15am

Joint Q&A Session

Ido Bornstein-HaCohen Chief Executive Officer Conversocial

Anna Frigerio Insight Executive DMA

Jervais Choo Deputy Director, Organisational Design and Innovation National Heritage Board Singapore

Megan Merrick Online Engagement Manager Freshly