Andy has had over 20 years of experience in strategy, innovation and service design both in both operational and consulting roles. Andy spent 10 years at BT where he led a business unit delivering pioneering network services for BT’s major corporate clients. Andy’s move into consulting came when he was hired by ADL as a senior advisor to help deliver several high profile strategy projects in the Telecoms & IT market.
Andy has consulted across a broad range of industries on the fundamental importance of applying a customer centred lens on strategy, growth and innovation. His belief that success in the 21st century is dependent on the radical transformation of business centred on value creation led to the formation of BE Advisory where he is co-founder and CEO. Andy is a regular speaker on the international conference circuit and has spoken on a wide range of strategy, AI, innovation, value creation and customer experience themes.
In your roundtable groups, you will be given 30 minutes to discuss the following scenario: “Your CEO has become aware that AI is playing a pivotal role in the future of customer experience and success of your business. You have been invited to the board meeting to make a case of three areas to invest in to ensure a successful AI-driven customer experience future of your company.” You will take time sharing ideas with your group members and compile three components, which you should be ready to explain. You will then take 10 - 12 minutes to share the outcomes with each group in the room.
Is omnichannel simply a cost of doing business nowadays, or could we be spending money elsewhere and achieve similar results? How do you bring the benefits of speed, flexibility, reliability and transparency for your customers without having the right foundations in place?
In your roundtable groups, you will discuss what the deal-breakers and moments of truth are for your customers, and how to make their experience more seamless with or without AI. You will also take the opportunity to assess how what you are doing fits with the omnichannel future.
This panel discussion gathers years of experience in optimising CX through technology, and is your ultimate go-to session for learning what you need to know when it comes to investing in AI and picking your battles smartly. We will attempt to answer the following questions:
·With plenty of solutions available in the market, if you had to choose one thing - where would you place your investment priority?
·What are the greatest opportunities that this investment brings?
·What are the common risks we can predict and avoid?
·How do you make the case of aligning this investment to greater business objectives and secure cross-functional and cross-level support?
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