10:00 am - 10:20 am Fireside Chat: How to strike the right balance between high tech and high touch Reserved for Commercial Partner and End User Client
10:20 am - 11:00 am 1-1 Networking and Exhibition Visit
10:20 am - 11:00 am Exhibitor Tech Tour
Voice of The Customer Mastery
11:00 am - 11:30 am Lightning Talks: 10X your business with customer insights – How to increase upselling and cross-selling success rates
Track A Main Conference Session Next Level Personalisation
2:10 pm - 2:30 pm Case Study: The Netflix effect – How to use machine learning algorithms across your product page, cart page, and beyond to present the most relevant and hyper personalised experience to each and every visitor Reserved for Commercial Partner
Track B Small Group Facilitated Networking Artificial Intelligence THE Critical Enabler
1:00 pm - 1:45 pm Spotlight on Leadership: The AI enhanced customer experience – How to use it to quickly to access insights, automate campaigns and processes and embed it directly into new customer touchpoints
Track B Small Group Facilitated Networking Artificial Intelligence THE Critical Enabler
1:45 pm - 2:30 pm Spotlight on Leadership: How to position AI/CX as a strategic shift, not a technology upgrade
Track C Small Group Facilitated Networking Driving Customer Journey Orchestration and Visualisation
1:00 pm - 2:30 pm Synergy Workshop: How to deliver realtime information on your customers’ complex, non-linear, often unplanned journeys – and what the ideal journeys should look like Reserved for Commercial Partner
2:30 pm - 3:10 pm 1-1 Networking and Exhibition Visit
2:30 pm - 3:10 pm Exhibitor Tech Tour
Track A Main Conference Session Perfecting Contact Centres
3:10 pm - 3:40 pm Case Study: Contact center 2025 – How to adapt and evolve more quickly to meet the demands of the empowered consumer
Track A Main Conference Session Perfecting Contact Centres
3:40 pm - 4:20 pm All-Star Panel: Transforming into the modern experience hub – What do your internal and external customers expect moving forward? And how to give it to them
Track A Main Conference Session Perfecting Contact Centres
4:20 pm - 4:40 pm Case Study: The Omni Agent – How to seamlessly pass information between digital and human touchpoints to deliver the seamless CX your customers crave
Track B Small Group Facilitated Networking Mobile and 5G
3:10 pm - 4:00 pm Spotlight On Leadership: 5G and the CX of tomorrow – How to take advantage of much more compelling mobile experiences
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