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Conference Day One - Tuesday 20th June 2017

8:30 AM - 9:20 AM Registration and networking coffee

9:30 AM - 9:40 AM Chairperson's opening remarks and welcome

  • How important is the human element in customer interactions?
  • How can we provide a human touch along the digital customer journey?
  • Is it possible to blend digital experience with authentic, personalized human interaction?


Helene Gullen

Head of Customer Experience
Unum

Jenny Burns

Director of Brand and Customer Experience
Just.

Tina Dorrington

Customer Experience Manager
Domestic & General

Brigitte Small

CEO
Arowana

10:10 AM - 10:40 AM Customer Experience: Where do I stand of the CX journey?

10:40 AM - 11:00 AM Speed networking

A structured networking exercise designed to break the ice and facilitate maximum face-to-face meetings at the event

11:00 AM - 11:30 AM Morning coffee

11:30 AM - 12:00 PM Achieving excellent customer interactions online

Alan Jackson, Customer Experience Manager, AXA
  • How to improve the customer experience with digital automation
  • How to successfully implement online claims
  • Exploring the possibilities and pitfalls of webchat

Alan Jackson

Customer Experience Manager
AXA

1:00 PM - 2:00 PM Lunch and networking

2:00 PM - 2:30 PM Taking personalisation of the customer experience to the next level

Jimmy Williams, CEO, Urban Jungle
  • Designing a tailored experience for a specific customer group
  • Understanding how to contact customers through the channel of their choice
  • Moving away from generic messages and offerings
  • Recognising what your customers really want

Jimmy Williams

CEO
Urban Jungle

2:30 PM - 3:00 PM CX Cheat Sheet. How to start an effective and efficient multi-country universal CX program

3:00 PM - 3:30 PM Building customer trust in an untrusted industry

Jens Hartwig, Co-Founder, Insure A Thing
  • Creating a simple and modular customer offering that is easy to understand
  • Changing public perception of insurance
  • Using business model innovation to increase retention rates
  • Deploying state-of-the-art customer journey techniques
  • Creating a feel-good environment for customers and employees

Jens Hartwig

Co-Founder
Insure A Thing

3:30 PM - NaN:NaN AM Afternoon tea

4:00 PM - NaN:NaN AM Artificial Intelligence: It's all about the customer experience

Mark Southern, Commercial Director, WPA Group

Mark Southern

Commercial Director
WPA Group

4:30 PM - 5:00 PM Using each touchpoint as an opportunity to inspire loyalty

Ingrid Woodward, Former Global Customer Operations Director, AIG
  • Leveraging the wealth of data insurance companies have to advance the customer experience at every touchpoint
  • Taking a proactive approach: Pre-empting customer needs before they arise
  • Identifying your customer segments and understanding how to approach each one differently
  • Taking personalization to the next level


Ingrid Woodward

Former Global Customer Operations Director
AIG

4:10 PM - 5:10 PM Roundtable 1: Capturing the voice of the customer to measure customer satisfaction

Alan Jackson, Customer Experience Manager, AXA
  • Capturing a 360 degree view of the customer to better understand their needs and expectations
  • Incorporating feedback into customer experience improvement
  • Measuring customer satisfaction rates to demonstrate the value of customer experience
  • Gaging the voice of the customer across multiple touch points
  • How to act upon voice of the customer feedback

Alan Jackson

Customer Experience Manager
AXA

4:10 PM - 5:10 PM Roundtable 2: Keeping the customer at the hear of digital transformation

  • Developing new tools to enhance customer satisfaction
  • Improving front-end customer care
  • Sharing data across multiple touch points
  • Onboarding brokers with digital transformation

4:10 PM - 5:10 PM Personalising the customer experience

  • Creating offers based on customer needs and wants
  • Sending messages that customers find relevant in the chanel of their choice
  • Understanding customer needs and behaviours and using that information to improve personalisation

5:10 PM - 6:40 PM Drinks reception