cXs 2019 | Customer eXperience Summit Europe 2019
Hear from Nuance customers on how they are transforming their customer service experiences and focusing increasingly on multichannel service strategies. Hear real-world from innovative companies who are using digital customer engagement, innovative IVR, security, and analytics – all powered by AI. Learn how Artificial Intelligence can transform your customer engagement offerings into easy-to-use, omni-channel customer experiences. Meet with peers from within your industry and other verticals to share challenges and successes.
ETC. Venues County Hall,
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. Speakers: Tony Lorentzen, Angela Read Downes – Centrica, Mark Wessel – KPN, 12:10 – 12:50 Who do you think you’re talking to? Speakers: Brett Beranek, Liz Harmon – Allied Irish Bank, Caroline Clemens – 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 Afternoon Breakout Session #2. Security & Fraud. Afternoon Breakout Session #3. Modern Voice. 15:00 – 15:15 Transition to next breakout 15:15 – 16:15 Afternoon Breakout Session #4. Omni-channel Engagement Afternoon Breakout Session #5. Security & Fraud. Afternoon Breakout Session #6. Modern Voice. 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. 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.
Angela Read-Downes
Liz Harmon
Mark Wessel
Caroline Clemens
Matt Roberts
David Rowley
ETC. Venues County Hall,
Join us at the eighth Nuance Customer eXperience Summit to:
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.
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.
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.
David Rowley – Direct Line Group.
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.
Location: Duke Suite | Presenter: Sarah Bramwell.
Location: Baron Rooms | Presenter: Ian McGuire
Location: Waterloo Suite | Presenter: Stephen Savage
Location: Duke Suite | Presenter: Sarah Bramwell.
Location: Baron Rooms | Presenter: Ian McGuire
Location: Waterloo Suite | Presenter: Stephen SavageSpeakers
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.
Head of Digital Conversation
Digital Engagement Development Manager
Product Owner | Conversational
Senior Expert User Interface Design
Head of Capacity Planning and IVR & Telephony
Customer Improvement Manager
So we invite you to join us at
Riverside Building,
Belvedere Rd, Lambeth,
London SE1 7PBCheck out video clips
from last years Summit.
