DIGITAL TRANSFORMATION FOR UX & CX INNOVATION – DAY 2

09:50AM

(BST)

James Bourne

Editor in Chief

TechForge Media

Associated Talks:

10:20AM - Day 1

View Day 3 – Welcome Address

09:50AM - Day 1

View Day 2 – Welcome Address

10:20AM - Day 1

View Day 1 – Welcome Address

View Full Info

Day 2 – Welcome Address

. James Bourne, Editor in Chief, TechForge Media

10:00AM

(BST)

Boris Krumrey

Global VP Automation Innovation

UiPath

Associated Talks:

10:00AM - Day 2

View Presentation: Reimagining the Customer Journey through Automation

View Full Info

Presentation: Reimagining the Customer Journey through Automation

  • Strategies and tools for realising a fully automated digital customer experience
  • Transforming customer engagement through automation 
  • How can automation revolutionise the customer journey, during pre-contact, contact and post-contact?
  • Case study examples discussed
. Boris Krumrey, Global VP Automation Innovation , UiPath

10:30AM

(BST)

Daniel Beazer

Senior Contributing Analyst

Structure Research

View Full Info

Shawn Fitzgerald

Research Director, Insights, World Wide Digital Transformation Strategies

IDC

Associated Talks:

10:30AM - Day 2

View Panel: User Loyalty – How to Improve Retention With Personalisation & Digital Experiences

View Full Info

Emer Ryan

Digital Product Lead

Three

Associated Talks:

10:30AM - Day 2

View Panel: User Loyalty – How to Improve Retention With Personalisation & Digital Experiences

View Full Info

Miquel Estapé

Gov Digital Innovation VP

ACGP

Associated Talks:

10:30AM - Day 2

View Panel: User Loyalty – How to Improve Retention With Personalisation & Digital Experiences

View Full Info

Yvo van Doorn

Sr. Solutions Engineer

Auth0

Associated Talks:

10:30AM - Day 2

View Panel: User Loyalty – How to Improve Retention With Personalisation & Digital Experiences

View Full Info

Panel: User Loyalty – How to Improve Retention With Personalisation & Digital Experiences

This panel discussion will explore:

○ Artificial Intelligence – The key to knowing your customers/usersUsing AI to understand and anticipate their behaviours in order to serve better, more personal, more relevant experiences that lead to increased loyalty over time. 

○ Gaining a 360 view of your user – Understanding the purchase and consumer journey to help inform investment and service development decisions. 

○ Analytics and Digital Transformation – What metrics can you use for measuring that engagement, and what should be outputs/outcomes be?  

○ Discussing the importance of consistencyreliability and ease of use for customer retention. 

Moderator: . Daniel Beazer, Senior Contributing Analyst, Structure Research
. Shawn Fitzgerald, Research Director, Insights, World Wide Digital Transformation Strategies, IDC
. Emer Ryan, Digital Product Lead, Three
. Miquel Estapé, Gov Digital Innovation VP, ACGP
. Yvo van Doorn, Sr. Solutions Engineer , Auth0

11:15AM

(BST)

Paul Prior

Head of Digital

Three.

Associated Talks:

11:15AM - Day 2

View Presentation: Phygital – Closing the Gap between Physical and Digital

View Full Info

Presentation: Phygital – Closing the Gap between Physical and Digital

  • The timeline of consumer decision making.  
  • Physical is a phycology challenge. 
  • Learning to identify the influencer in a sale 
  • The application of emotional analytics. 
. Paul Prior, Head of Digital, Three.

11:45AM

(BST)

Simon Body

Chief Technology Officer

Parliamentary Digital Service

Associated Talks:

11:45AM - Day 1

View Panel Discussion: Shifting your IT Spend From Legacy to Leading Edge

11:45AM - Day 2

View Presentation: Technology of the Future and Ubiquitous Connectivity

View Full Info

Presentation: Technology of the Future and Ubiquitous Connectivity

○ What new opportunities does 5G connectivity and WiFi6 provide for consumer engagement and experience? 

○ How will this impact consumer expectations when it comes to experience and how can these best be served? 

○ With the ‘always connected’ consumer, what new opportunities are presented through new platforms and devices? 

○ Discussing the importance of having a unified consumer journey across all devices. 

. Simon Body, Chief Technology Officer , Parliamentary Digital Service

12:15PM

(BST)

Deba Sahoo

SVP and Head of Product for Customer Journeys

Fidelity

Associated Talks:

12:15PM - Day 2

View Presentation: Customer Journey focused Digital Transformation

View Full Info

Presentation: Customer Journey focused Digital Transformation

  • How can organizations be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys? 
  • Real-world & practical perspectives discussed 
. Deba Sahoo, SVP and Head of Product for Customer Journeys, Fidelity

12:45PM

(BST)

End of Day 2

 

 

Click below to view the virtual agendas for Day 1 &  3 of Digital Transformation Week.

Day 1, 20th April 2021 – Digital Transformation Leadership

Day 3, 22nd April 2021 –Digital Transformation Enablers