A DAY IN LONDON | SEP 25, 2023
DAY |
HRS |
MINS
Solve
23.
The Brewery,
52 Chiswell St, London
The answer lies in the Experience Triad — CX, AX, and BX — customer experience, agent experience, and business experience. You need all three to deliver good DX!
Our
speakers
Ashu
Roy
CEO, eGain
Ashutosh Roy, eGain’s co-founder, Chairman and CEO, has served as Chief Executive Officer and Chairman of eGain since 1997. From 1995 through 1997, Mr Roy served as Chairman of WhoWhere? Inc., an Internet-service company he co-founded.
Paul
Griffin
Head of Customer Service Strategy & Transformation, ALD Automotive
Responsible for the development and delivery of ALD Automotives Customer Service Strategy. Paul is passionate about making things simple and frictionless for our advisors, whilst giving them the tools needed to delight our customers.
Kerry
Bryant
Head of Talent & Learning, ALD Automotive
Leading the Knowledge Management Team, harnessing the value of knowledge and digital tools to improve the experience for our colleagues and customers. Experienced in influencing strategies to bring together people development and knowledge management to create a powerful offering.
Stacy
Young
Head of Knowledge Management, BT / EE
Stacy is responsible for knowledge management and customer comms across BT Consumer, providing guided help and article-based knowledge to 12k Advisors across BT, EE and Plusnet call centres.
Priyatha
Menon
Head of Digital, Service Delivery, Cargo, People, Cathay Pacific
Priya is an experienced executive with a successful track record of leading digital transformation initiatives. With expertise in digital products and services, process improvement, change management, and cross-departmental collaboration, she understands how to leverage technology to drive business performance, operational excellence, and productivity.
Ido
Namir
Partner, Portfolio lead – Human Capital and Knowledge Management, Deloitte
Ido has 20 years of extensive experience in consulting for organizations and companies all over the world. Ido specializes in development and execution of result driven knowledge management initiatives which include strategy development, business process modeling, system requirements definition, design and implementation, content management strategies, integration, analytics enabled insights, change management, risk management, mentoring and more.
Andrew
Smith
Head of Retail Customer Operations, First Central
A highly experienced professionally accredited Financial Services leader with extensive experience in strategic planning, commercial delivery, organisational design and transformation, management and delivery of multi-faceted projects and a desire to continually develop whilst driving excellent outcomes, working to exacting standards.
Andy
Hall
CI Manager, RSA
Experienced Change Manager with a demonstrated history of working in the insurance industry. Skilled in Analytical Skills, Microsoft Excel, Mentoring & Coaching, Project Management and Anaplan.
Trude
Gundersen
Product Owner and Business Analyst, Tryg
Since 2006, Trude has been working for Tryg in various roles, primarily centered around Contact Centres. Currently holding the position of Product Owner for eGain at Tryg Insurance Nordic (Denmark, Norway, and Sweden), they also serve as a Business Analyst for Contact Centre solutions within Tryg Norway. After years of experience with eGain, they have amassed a wealth of knowledge regarding the system and its potential applications within Tryg.
The
agenda
Sunday, September 24
6:00 – 8:00 pm
Drinks & DinnerFOOD MENU
Monday, September 25
8:30 – 9:40 am
Breakfast & DemosFOOD MENU
BREAKOUT SESSIONS
| Lower Sugar Room | Queen Charlotte | |
|---|---|---|
| 9:15-9:30 | Chatbots Everywhere: Q&A with boohoo Will Elwell |
Modern Knowledge Management for the Contact Center TKC Digital Tinky Bart |
9:45 – 10:30 am
KEYNOTE
From Transformers to Transformation
Ashu Roy, CEO, eGain
10:30 – 11:00 am
CUSTOMER SUCCESS
Tryg
Digital CX, Knowledge Management, and AI at Tryg with eGain
Trude Gundersen
11:00 – 11:30 am
CUSTOMER SUCCESS
ALD Automotive
Our Knowledge Journey
Paul Griffin and Kerry Bryant
11:30 – 11:50 am
SOLUTION SHOWCASE
From Solve to Guide and Coach: The Next Frontier of Knowledge + AI
Evan Siegel, VP, Financial Services AI Solutions, eGain
12:00 – 1:25 pm
Lunch & DemosFOOD MENU
BREAKOUT SESSIONS
| Lower Sugar Room | Queen Charlotte | |
|---|---|---|
| 12:30-12:45 | Knowledge Analytics Made Easy James Hunt |
How We Hub Meenakshi Sharma & Knowledge Personalisation Made Easy |
| 1:00-1:15 | Connected Experiences Made Easy with BYOx Varsha Thalange |
AI Guided Process Recipes Dave Needham & Connected Experience |
1:25 – 2:00 pm
CUSTOMER-PARTNER SUCCESS
Knowledge Management Solution @ Cathay
Cathay Pacific
Priyatha Menon
Deloitte
Ido Namir
2:00 – 2:30 pm
CUSTOMER SUCCESS
First Central
Redefining Customer Experience and Operational Performance with AI and Knowledge
Andrew Smith
2:30 – 3:00 pm
CUSTOMER SUCCESS
RSA
Digital CX Transformation at RSA with eGain
Andrew Hall
3:00 – 3:30 pm
CUSTOMER SUCCESS
British Telecom
EE and Omnichannel Knowledge with eGain
Paul Anderson
3:30 – 5:45 pm
Drinks & DemosFOOD MENU
4:00 – 5:30 pm
MASTERCLASS
Generative AI at Your Service
Sam Hahn, SVP, Products & Engineering, eGain
Ian Jones, Head of Strategic Solutions, eGain
Arvind Gopal, VP, Product Management, eGain
James Hunt, VP, Product Management, eGain
Varsha Thalange, Sr Director, Product Management, eGain
Eric Anderson, Senior Principal Product Manager, eGain
What
people say
V3Gate
Aparna
Ganguly
Hui
Wu-Curtis
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