In addition to networking with your peers, don’t miss the opportunity to:
This Invitation only event features keynote presentations, interactive breakout sessions, exclusive one-on-one meetings with other global organisations and Nuance executives.
Agenda
Breakout Sessions will be repeated in the afternoon agenda
(attendees will have the choice of going to two of the sessions)
9:00 – 9:30
Registration & Coffee
9:30 – 9:40
Welcome & Introductions
9:40 – 10:30
Nuance Opening Keynote: Big Picture “AI for Customer Engagement”
Conversational, Predictive and Human Assisted AI is playing a central role in contact center and digital transformation advances. Hear real-world examples of successful uses of AI, what is state of the art, and what is on the road ahead.
10:30 – 11:20
Omnichannel Engagement. Virtual Assistants. Chatbots. Smart Speakers. IoT. Customer Service Messaging. And more.
During this session, learn how to navigate the digital environment and how organisations are approaching digital customer engagement strategies.
11:20 – 11:50
Interactive Break & Solution Demonstrations
11:50 – 12:40
Secure Your Assets with Biometric Security
Brands need to protect their customer assets and data but increasing customer security shouldn’t mean decreased customer satisfaction. Learn how companies are using biometric security to keep data safe, customers satisfied and contact center agents efficient whilst simultaneously protecting their brands.
12:40 – 13:05
The new breed of Modern Voice solutions is here – Panel session
More than ever before, contact centres are the escalation channel for more complex customer service issues, putting greater pressure on people, processes and costs. Hear the panel discuss how companies are creating innovative, conversational IVR solutions – and moving voice to the digital channel – to help their customers resolve those complex customer service issues.
13:05 – 13:10
Preview of after-lunch breakout sessions with Scott Wickware
13:10 – 14:15
Lunch & Demo Zone
14:15 – 15:15
Afternoon Breakout Session 1
15:30 – 16:30
Afternoon Breakout Session 2
16:40 – 17:10
Debra Searle – British adventurer, television presenter, author and motivational speaker
17:10 – 17:25
Q&A & Closing remarks
17:25 – 19:00
Drinks Reception – Ball Brothers Wine Bar, 34 Brook Street, Mayfair, W1K 5DN
14:15 – 15:15
Breakout# 1 | Security & Biometrics – Protect & ensure your brand remains trusted
(The Future of Authentication and Fraud Prevention)
During this session, we will explore how organisations will authenticate customers and detect and prosecute fraudsters with biometrics and other innovative technologies in the near future. Learn the role behavioural biometrics will play within digital channels and how the detection of speech patterns, device and geographic identification will enhance voice biometrics in the contact center. Peak into the future to learn how your organisation can stay ahead of fraudsters while differentiating your customer experience.
Breakout# 2 | Voice & Analytics – Understand & predict changing customer behaviour
(Amplify the Power of Data)
To truly understand the customer journey, you need insights across all channels. Many companies today gather this data, but cannot really leverage the information to identify customer behaviour and optimise their business. This session will explore how analytics can transform data into stronger business results.
Breakout# 3 | Digital – Engage & resolve through the customer lifecycle
(Navigating the Digital Engagement World)
Virtual Assistants. Chatbots. Smart Speakers. IoT. Customer Service Messaging. And more. During this session, learn how to navigate the digital environment and how Marks and Spencers & SCC are approaching digital customer engagement strategies.
15:15 – 15:30
Afternoon break
16:40 – 17:10
Debra Searle – British adventurer, television presenter, author and motivational speaker
17:10 – 17:25
Q&A & Closing remarks
17:25 – 19:00
Drinks Reception – Ball Brothers Wine Bar, 34 Brook Street, Mayfair, W1K 5DN
15:30 – 16:30
Breakout# 4 | Security & Biometrics – Protect & ensure your brand remains trusted
(The Future of Authentication and Fraud Prevention)
During this session, we will explore how organisations will authenticate customers and detect and prosecute fraudsters with biometrics and other innovative technologies in the near future. Learn the role behavioural biometrics will play within digital channels and how the detection of speech patterns, device and geographic identification will enhance voice biometrics in the contact center. Peak into the future to learn how your organisation can stay ahead of fraudsters while differentiating your customer experience.
Breakout# 5 | Voice & Analytics – Understand & predict changing customer behaviour
(Amplify the Power of Data)
To truly understand the customer journey, you need insights across all channels. Many companies today gather this data, but cannot really leverage the information to identify customer behaviour and optimise their business. This session will explore how analytics can transform data into stronger business results.
Breakout# 6 | Digital – Engage & resolve through the customer lifecycle
(Navigating the Digital Engagement World)
Virtual Assistants. Chatbots. Smart Speakers. IoT. Customer Service Messaging. And more. During this session, learn how to navigate the digital environment and how Marks and Spencers & SCC are approaching digital customer engagement strategies.
16:40 – 17:10
Debra Searle – British adventurer, television presenter, author and motivational speaker
17:10 – 17:25
Q&A & Closing remarks
17:25 – 19:00
Drinks Reception – Ball Brothers Wine Bar, 34 Brook Street, Mayfair, W1K 5DN
So we invite you to join us at
Claridge’s Hotel London
Brook Street
Mayfair London, UK
W1K 4HR
CES 2017 Summit Highlights
Nuance is reinventing the relationship between enterprises and consumers through customer engagement solutions, powered by artificial intelligence.
Find out why you should join us in 2018
