| 9.30am |
Registration |
|
| 10.15am |
Welcome and Introductions |
Russell Attwood, CEO, Route 101 |
| 10.25am |
Introduction the CX Personas and Building a CX Strategy |
Stephen Yapp, Research Director, CCMA |
| 11.10am |
Developing AI Maturity |
Luke Cuthbertson, Head of CX Consulting, Route 101 |
| 11.40am |
Coffee Break |
|
| 11.55pm |
How & Why Businesses Are Implementing AI for CX and What They Are Finding |
Steve Morrell, Managing Director, Contact Babel |
| 12.40pm |
Wrap Up & CX Stories |
Richard Simpson, Chief Product Officer, Route 101 |
| 12.50pm |
Lunch Break |
|
13.50pm |
Panel: Inside the AI Shift: Customers in Conversation |
Lisa Lewis, Director of Customer Enablement, NHS Professionals
Eva Hattingh, Customer Enablement Partner, NHS Professionals
Natalie MacIntyre, Learning & Development Lead, Blackcircles
Helen Davies, Head of Customer Services, VP plc
|
| 14.30pm |
Create Confidence in AI: Knowledge to QA |
|
| 14.15pm |
Coffee Break |
|
| 14.45pm |
Create Impact with AI: Assist to Conversational AI |
|
| 15.25pm |
Keynote |
|
| 16.10pm |
Q&A and Wrap Up |
Russell Attwood, Route 101 |
| 16.20pm |
Networking Reception |
|
