Tuesday 3 July 2018
ETC Venues County Hall
08:00 - 16:00
Technology is transforming the way we communicate; today, face-to-face conversations can take place across oceans, emails can be sent from 35,000 feet, and everything can be distilled into 140 characters.
But the pace of change is so relentless that it is easy for both people and organisations to feel left behind, disconnected and out of touch with each other.
Understanding your customers, creating an emotionally connected journey centred around them, these are the cornerstones of creating an exceptional experience, one that builds trust, loyalty, one that ultimately delights.
0930 – Welcome and intro to Capita - Joe Hemming
1000 – Keynote 1 – Jo Causon, CEO, Institute of Customer Service
1100 – Coffee and networking
1130 – Keynote 2 – Linda Moir, HR and customer service management expert and motivational speaker
1215 – The technology roadmap – panel debate
1300 – Lunch
1400 – Breakout workshops/sessions – opportunity to go to 2 sessions:
- User experience journey workshop
- AI and machine learning
- Predictive analytics and CEM
1530 – Afternoon tea
1600 – Keynote 3 – Richard Watson, futurist in residence at the Tech Foresight Practice, Imperial College
1700 – Close and drinks reception