UCX: Customer Contact & Experience

For businesses to remain resilient and competitive today, improving the experience of both customers and frontline workers is critical.

With increasing expectations for smoother omnichannel experiences, personalised offerings, 24/7 access and greater control, how can organisations meet evolving customer demands whilst keeping their agents happy in hybrid/remote working environments?

UCX showcases real-life case studies, winning strategies and the latest tools to help organisations keep up with the rapid pace of change across customer expectations and technology advancements.

Past Speakers

Adam Waite

Head of Digital Conversations & AI

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Andy Rawll

Senior Manager, Product Marketing

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Cheryl Allebrand

Senior Digital Consultant

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Daniel Welch

Head of Contact Centres

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David Hicks

President

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Ellie Sutton

Proposition Lead

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Gary Ovenell

Senior Director, Solution Engineering, EMEA & APAC

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Hayley Chambers

Head of Customer Operations

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James Stokes

Country Manager UK&I

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Kasper Nielsen

Head of Customer Care - EMEA

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Laura Montgomerie

Head of Customer Experience

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Mehmet Hussein

Head of Solutions Engineering - International

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Paul Greenwood

Head of Customer Hub

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Phil Quickenden

Head of Customer and Registration Services

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Severine Hierso

Director Product Marketing

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William Agar

Senior AI Product Manager for Cora

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Themes

DEFINING THE CUSTOMER JOURNEY AND OPTIMISING 'TOTAL EXPERIENCE'

BALANCING RISK WITH REWARD FROM GENERATIVE AI

MEETING DIVERSE AND INTERGENERATIONAL CUSTOMER NEEDS

ENHANCING CUSTOMER EXPECTATIONS WITH DATA-DRIVEN PERSONALISATION

OPTIMISING THE USE OF OMNICHANNEL TO UNLOCK GROWTH POTENTIAL

IMPROVING AGENT EXPERIENCE

UNDERSTANDING THE FUTURE OF SELF-SERVICE CONTACT CENTRE

UTILISING CUSTOMER FEEDBACK TO DRIVE PRODUCT INNOVATION AND SUCCESS

Agenda

Reasons to attend

GET FRONT ROW SEATS TO HEADLINER TALKS (HEADLINERS WILL BE ANNOUNCED SOON!)

LEARN HARD-WON TACTICS FROM THE BEST AND THE BRIGHTEST IT PRACTITIONERS

GET PERSONAL ADVICE FROM TECHNICAL EXPERTS ON HOW TO LEVEL-UP YOUR INFRASTRUCTURE

RESOLVE CHALLENGES AND CONNECT WITH PEERS AT INVITE-ONLY ROUNDTABLES AND WORKSHOPS

GRAB A BEER WITH THE IT COMMUNITY AND RAISE MONEY FOR CHARITY AT THE DTX + UCX AFTERPARTY

Previous Sessions

Panel: What do the next generation of customers want?

David Hicks, President, Tribe CX, Adam Waite, Head of Digital Conversations & AI, Centrica, Laura Montgomerie, Head of Customer Experience, Mount Anvilz, Paul Greenwood, Customer Hub Director, Ocado Retail

Chatbots and Humans; Getting the Best of Both Worlds to Create a Frictionless Customer Experience

Daniel Welch, Head of Contact Centres, Citysprint, Cheryl Allebrand, Senior Digital Consultant, CGI UK, Hugh Curran, Director of Product Marketing, Freshworks, William Agar, Senior AI Product Manager for Cora, Natwest

"I am not a robot": Tools and tactics to empower agents and support your support teams

Severine Hierso, Director Product Marketing, RingCentral, Phil Quickendon, Head of Customer and Registration Services, London Borough of Camden, Ellie Sutton, Proposition Lead, Waitrose, Kasper Nielsen, Head of Customer Care - EMEA, Lifescan

Case study: The ultimate comeback with Thomas Cook and Freshworks: Implementing a UK-leading all-digital customer support strategy

George Hackett, Head of UK & I Sales, Freshworks, Hayley Chambers, Head of Customer Operations, Thomas Cook

Experiences

MEET MARTHA LANE FOX, DARA Ó BRIAIN, HANNAH FRY & 50+ ROCKSTAR SPEAKERS
After their keynotes, our headliners are around for selfies and handshakes in the VIP Lounge