15:30 The Omnichannel Challenge 

Amanda Westwood, CEO of Silver Lining and Mike Andrews from Sabio share insight about the challenges we face in establishing the right blend of skills and how these skills may be applied to break down cross- functional silos. This session enables you to: 
Focus on some key blockages to overcome if you want omni-channel success 
Learn about practical steps you can take and how to get started
See ways in which this can help you align to the needs of your customers and provide a better end-to-end experience

Amanda Westwood CEO, Silver Lining.
Amanda has been CEO at Silver Lining for 5 years. Her past experience includes senior positions with Swift , IONA Technologies and Compaq


Mike Andrews Head of Pre Sales , Sabio 

Responsible for managing all presales consulting activity across Sabios' Digital and Assisted Customer Services portfolio including Avaya, Verint, Kana and Sabio software. He manages the team of Product Specialists/ Product Managers who define Sabio's product portfolio and is accountable for providing efficient, differentiating sales consultancy to drive long-term  profitable growth and outstanding levels of Customer Service.