Join us at the eighth Nuance Customer eXperience Summit to:

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Hear from Nuance customers on how they are transforming their customer service experiences and focusing increasingly on multichannel service strategies.

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Hear real-world from innovative companies who are using digital customer engagement, innovative IVR, security, and analytics – all powered by AI.

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Learn how Artificial Intelligence can transform your customer engagement offerings into easy-to-use, omni-channel customer experiences.

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Meet with peers from within your industry and other verticals to share challenges and successes.

If you’re responsible for delivering intuitive, fast and effective self-service experiences you’ll find the Summit to be an excellent source of inspiration.

March 21st 2019
Please contact Brent Hunt with questions.

ETC. Venues County Hall,
Riverside Building,
Belvedere Rd, Lambeth,
London SE1 7PB.

Agenda

The 2019 Customer eXperience Summit agenda is subject to change. Please check here for the latest details.

9:00 – 9:30

Registration & Coffee

9:30 – 9:40

Welcome & Introduction

Speakers: Scott Wickware, Peter MacKinnon

9:40 – 11:00

Transforming customer engagement in the age of AI

Take a look at the experiences now expected by customers and being enabled by machine learning technologies for conversation, prediction and analytics. Includes discussion and testimonials from leading brands.

Speakers: Robert Weideman, Tom Hebner, Brett Beranek

11:00 – 11:30

Morning Break & Solution Demonstrations – Knights Lounge 1 & 2

11:30 – 12:10

Be where your customers are: How to engage, intelligently.
Explore how customers are already using a wide variety of channels and devices to contact each other and this enables business opportunities for service and sales transformation.

Speakers: Tony Lorentzen, Angela Read Downes – Centrica, Mark Wessel – KPN,
David Rowley – Direct Line Group.

Centrica at Nuance Customer eXperience Summit 2019
Direct Line Group
KPN

12:10 – 12:50

Who do you think you’re talking to?
Knowing your customer and protecting their relationship with you is an increasingly hot topic. Let’s see how we can secure customer interactions without making life harder for them and catch the bad guys at the same time.

Speakers: Brett Beranek, Liz Harmon – Allied Irish Bank, Caroline Clemens – Deutsche Telekom

Allied Irish Bank
Deutsche Telekom

12:50 – 13:00

Preview of after lunch tracks

Speakers: Scott Wickware

13:00 – 14:00

Lunch break and demonstrations – Knights Lounge 1 & 2

14:00 – 15:00

Afternoon Breakout Session #1. Omni-channel Engagement
Location: Duke Suite | Presenter: Sarah Bramwell.

Afternoon Breakout Session #2. Security & Fraud.
Location: Baron Rooms | Presenter: Ian McGuire

Afternoon Breakout Session #3. Modern Voice.
Location: Waterloo Suite | Presenter: Stephen Savage

Nationwide Logo

15:00 – 15:15

Transition to next breakout

15:15 – 16:15

Afternoon Breakout Session #4. Omni-channel Engagement
Location: Duke Suite | Presenter: Sarah Bramwell.

Afternoon Breakout Session #5. Security & Fraud.
Location: Baron Rooms | Presenter: Ian McGuire

Afternoon Breakout Session #6. Modern Voice.
Location: Waterloo Suite | Presenter: Stephen Savage

Nationwide Logo

16:15 – 16:40

Afternoon break and demonstrations – Knights Lounge 1 & 2

16:40 – 17:20

Guest Speaker: Miles Hilton-Barber

17:20 – 17:30

Wrap-up and closing remarks

17:30 – 19:30

Cocktail Reception – Knight Lounge 1 & 2.

Venue Directions

Download Venue Directions

14:00 – 15:00

Breakout# 1 | Omni-channel Engagement | Location: Duke Suite | Presenter: Sarah Bramwell

Learn how to set yourself apart by delivering a unique and seamless customer experience across digital channels, including your website, app, messaging channels and smart home devices.

Breakout# 2 | Security & Fraud | Location: Baron Room | Presenter: Ian McGuire

During this session, we will explore how organisations will authenticate customers, detect and prosecute fraudsters with biometrics and other innovative technologies. Peak into the future to learn how your organisation can stay ahead of fraudsters while differentiating your customer experience.

Breakout# 3 | Modern Voice | Location: Waterloo Suite | Presenter: Stephen Savage

Voice is rising! Consumers now expect more from their voice engagements. Are you ready? Learn how to raise the quality of your own company’s voice and offer a modern experience across your IVR and digital channels.

15:15 – 16:15

Breakout# 4 | Omni-channel Engagement | Location: Duke Suite | Presenter: Sarah Bramwell

Learn how to set yourself apart by delivering a unique and seamless customer experience across digital channels, including your website, app, messaging channels and smart home devices.

Breakout# 5 | Security & Fraud | Location: Baron Room | Presenter: Ian McGuire

During this session, we will explore how organisations will authenticate customers, detect and prosecute fraudsters with biometrics and other innovative technologies. Peak into the future to learn how your organisation can stay ahead of fraudsters while differentiating your customer experience.

Breakout# 6 | Modern Voice | Location: Waterloo Suite | Presenter: Stephen Savage

Voice is rising! Consumers now expect more from their voice engagements. Are you ready? Learn how to raise the quality of your own company’s voice and offer a modern experience across your IVR and digital channels.

Speakers

The 2019 Customer eXperience Summit full agenda and roster is being worked on. Further details on the confirmed speakers will be added to regularly. Please check back.

Angela Read Downes Head of Digital Conversation, Centrica

Angela Read-Downes
Head of Digital Conversation

Centrica
Digital Engagement Development Manager

Liz Harmon
Digital Engagement Development Manager

Allied Irish Bank
Mark Wessel KPN

Mark Wessel
Product Owner | Conversational

KPN
Caroline Clemens Deutsche Telekom

Caroline Clemens
Senior Expert User Interface Design

Deutsche Telekom
Matt Roberts

Matt Roberts
Head of Capacity Planning and IVR & Telephony

Nationwide
David Rowley

David Rowley
Customer Improvement Manager

Direct Line Group
Book your seat now, it’s free

So we invite you to join us at

ETC. Venues County Hall,
Riverside Building,
Belvedere Rd, Lambeth,
London SE1 7PB

etcvenues.co.uk/venues/countyhall

Check out video clips
from last years Summit.