Customer Experience Dragon's Den
See four leading-edge ideas from expert suppliers in the 'Dragons Den' and vote for the 2018 winner. Then join round-tables to learn & share practical expertise & best practice.
People and robots working seamlessly together: By combining the efficiency and accuracy of robots with the empathy and understanding of people, it is now possible to deliver unprecedented levels of customer service and quality of work. NICE wants every employee in every business to have their own ‘robot helper’.
Gareth Hole, NICE Systems UK
For more than 20 years Gareth has worked with top-tier financial services, insurance and telco/media organisations across the world. He has helped them to drive excellence in customer experience, improve sales performance and lower operational costs. His combined business and technical background has enabled him to work in partnership with these organisations to implement transformational change through the application of disruptive technologies. His current focus at NICE Systems is to help organisations combine the efficiency and accuracy of robotic automation with the empathy and understanding of people, to deliver unprecedented levels of customer service.
"Irritating or Inspiring?" Are you harnessing the power of customer feedback, or irritating your customers?
Guy Letts, CustomerSure
Guy was a Director and Head of Customer Services at Sage as it grew rapidly and became a FTSE100 company. For 15 years he fought the customer's corner on product and quality of service. One factor was overwhelmingly more influential than any other in the company's success - customer feedback. But only after he abandoned the way it had traditionally been done. Guy established CustomerSure to provide software and expertise so that other companies (and more importantly, their customers) could benefit from customer feedback 'done right'.
Opti-channel will beat omni-channel. Using the power of Artificial Intelligence and Robotic Process Automation we can orchestrate better customer experiences and lower costs for organisations.
Dr David Naylor, Humanotics
David is the Founder of Humanotics, a solutions and consulting business that demystifies Artificial Intelligence and puts it to work for clients across the customer management industry.
David’s contribution to research into AI in the early 1990s has helped to deliver the advances we see today in commercially viable applications of AI. However, he has spent most of his 20+ year career helping organisations to build more analytical and systematic approaches to creating better customer experiences, predicting behaviours, eliminating waste and driving incremental operational gains. Up until recently David was heading up a Managed Analytics Service, turning unstructured data into insight. He believes that data is the new oil and AI provides massive opportunities to drill into it in exciting new ways that will give early adopters major strategic advantages.
Reg Dutton, EvaluAgent
With over 15 years managing sales and customer service teams with the likes of O2 and Capita, Reg uses his detailed knowledge of the contact centre to help EvaluAgent and its clients to discover their real potential.