Day One - 17 August 2021

Simon Fraser, VP of Customer Experience Strategy, InMoment EMEA

Diana Tyszkiewicz

Marketing Director
InMoment

Rebecca Sanghera

Content Marketing Manager EMEA
InMoment EMEA

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Simon Fraser

VP of Customer Experience Strategy
InMoment EMEA

9:15 am - 9:55 am EST We shape our tools, our tools shape us! How sharper data signals enable Smarter Marketing

Ritanbara Mundrey - Global Consumer and Marketplace Insights, Nestlé

Ritanbara Mundrey, Global Consumer and Marketplace Insights, Nestlé

AI and ML technology has been developed to better analyse data and improve customer satisfaction, however the intent of harmonising individual experiences can cause more issues than solve. As technology evolves, it is no longer enough for a one size fits all business. In this session, discover how to break through the data noise and find the right signals to deliver a personalised customer experience.

  • Evaluating the quality of your data 
  • Finding the gap between customers and data 
  • Managing technology to find the right signals
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Ritanbara Mundrey

Global Consumer and Marketplace Insights
Nestlé

Derek Eccleston, Director Expert Insights, - InMoment EMEA

The foundation stone of every great CX programme is a comprehensive journey map which documents every touch the customer has with the brand, the desired outcome and emotional context. Today, journey maps need a combination of both EX and CX, thus, in this session, discover examples from leading brands across various verticals on how they’re leveraging and bringing all data sources together for a single customer view. In this session, discover the connection between “smooth” customer journeys and business revenue:

  • Leveraging and measuring customers’ perceptions of multiple brands that influence the interactions with your brand
  • Creating a holistic view by incorporating all types of customer data that lead to increased business results
  • Leveraging employee experience data in your customer journey mapping

Diana Tyszkiewicz

Marketing Director
InMoment

Rebecca Sanghera

Content Marketing Manager EMEA
InMoment EMEA

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Derek Eccleston

Director Expert Insights
InMoment

10:45 am - 11:15 am EST Networking / Expo Booth

Bonnie Chase, Sr. Product Marketing Manager, Coveo

Coco Deng-Kral, System Solutions Consultant - Coveo

In today’s digital rush, companies are deploying multiple channels to meet varying customer service needs however optimizing channels in silos can lead to a disjointed customer service experience. The best modern support experiences leverage AI to give customers a personalized and seamless experience across all channels. In this session, get a glimpse into some innovative use cases which helped:

  • Informatica achieve a 120% increase in case deflection
  • Salesforce achieve 40% increase in their case deflection rate
  • Tableau Software cut down $18M annually in support costs

Justine Petit

Marketing Coordinator
Coveo

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Bonnie Chase

Sr. Product Marketing Manager
Coveo

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Coco Deng-Kral

System Solutions Consultant
Coveo

11:15 am - 11:55 am EST Taming the COVID-19 Customer Service Crisis: Featuring Success Story

Vishal Kotwal - Director, EMEA Marketing Programs and WW. LeadGenaration, eGain
Stephen Kennedy - Director of Pre Sales, eGain

Stephen Kennedy, Director of Pre Sales, eGain

2020 has been a difficult year for the CX industry - businesses are forced to go digital, contact centres are not designed for social distancing, and employees are advised to work from home. While everyone is adapting to change, discover how a leading insurance firm dealt with 700% increase in customer contact volume with speed, scale and quality. 

  • 80% increase in digital customer contacts successfully handled 
  • Employing 1000+ new digital agents and voice agents 
  • Improved average CSAT to 73% with new knowledge base

Vishal Kotwal

Director, EMEA Marketing Programs and WW. LeadGenaration
eGain

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Stephen Kennedy

Director of Pre Sales
eGain