In addition to networking with your peers, don’t miss the opportunity to:

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Learn how Artificial Intelligence is driving new customer engagement capabilities across channels and applications – from digital to voice, customer authentication and beyond.
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Learn how to deliver the connected omnichannel experiences that customers now expect – without comprising operational efficiency.
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Hear from real world case studies from forward thinking companies who are transforming customer service through customer engagement solutions powered by AI.
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Connect with your peers to exchange ideas, best practices and challenges, while building out your professional network.

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.

Aviva at Nuance CES 2018JetStar at CES 2018 Nuance

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.

Vodafone at CES 2018 NuanceLloyds Banking at Nuance CES 2018

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

Register now – places are limited

Speakers

Further details on the confirmed speakers will be announced shortly, please come back soon for further details.

Register now – places are limited

So we invite you to join us at

Claridge’s Hotel London
Brook Street
Mayfair London, UK
W1K 4HR

claridges.co.uk

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

This is an exclusive early invite to one of our most prestigious events held annually.
Places are limited, so we highly recommend registering interest today.

Register Now – Limited Places