AUTOMATION AI AND ROBOTICS
Automation & Artificial Intelligence Will Transform Customer Engagement
THURSDAY 4 APRIL 2019 WATERLOO PARK PLAZA I LONDON
The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI).
How Organisations are Implementing Technology to Drive ROI and Growth
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THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
We'll Be Discussing... The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI).
Leading Edge Case Studies from World Class Organisations Latest Research Into the Impact of Robotics and AI Thought Leadership and Future Predictions from Global Experts
Our Automation AI and Robotics Forum will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers. Delegates at the event will hear from global experts, leading edge technology companies and also from organisations implementing automation and AI strategies in the field of customer engagement.
How These Technologies are Being Used to Drive ROI and Growth The Impact of Robotics and AI on Customer Engagement What the Future Holds as New Technologies Continue to be Developed The Ramifications of Robotics and AI Technologies on Customer and Colleague Relationships
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15+ PRESENTATIONS
NETWORKING DRINKS PARTY
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THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
Speakers Martin Hill-Wilson Founder Brainfood Consulting
Tim Pullan
Brian Manusama
Abby Thomas
Mike Migliore
Amy Mitchell
Founder & CEO Thoughtriver
Research Director, Customer Strategies and CRM, Gartner
Global Head of Customer Operations, Vodafone
Head of Customer Value News UK
Director Leathwaite
Nandip Aulah
Tim Kay
Charles Radclyffe
Leslie P. Willcocks
Stuart Stock
AI Programme Director Fidelity International
Professor, London School of Economics and Political Science
Asif Anwar
Phil Jones
Director, Strategic Technologies Practice
Data Governance Manager Marks and Spencer
Eliska Dockalova
Peter Finding
Head of CS Innovations Kiwi.com
Partner Taylor Vinters
Head of Marketing Montash
Mergan Velayudan Technology Strategy Senior Manager Tools Development & Analytics, Multichoice
01932 506 300 (press 1)
Commercial Director Verco
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Chief Information Officer Veolia UK
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THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
Plenary Agenda 09:0009:10
Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
09:4010:00
Vodafone Case Study: The Digital Journey - Bringing People and Technology Together to Drive Digital Transformation Abby Thomas, Global Head of Customer Operations, Vodafone
Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.
09:1009:40
Delivering The Business Value Of AI Brian Manusama, Research Director, Customer Strategies and CRM, Gartner AI promises to be one of the most disruptive and innovative classes of technologies during the next 10 years, but that alone does not guarantee success. Many enterprises are struggling to generate value and the extravagant hype, unrealistic expectations and extremely poor choices are creating a deepening skepticism. To succeed, enterprises can apply real-world AI experience to prioritize value cases and adopt the leading practices of those charting the course. Brian Manusama is a Research Director in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on CRM, customer service disciplines, customer self-service and customer experience. He also researches customer engagement centers, smartmachine technologies and business intelligence strategies. Mr. Manusama has more than 25 years of international experience, with 20 years in CRM applications, contact centers/customer engagement hubs and field service in the European market.
At Vodafone, we believe that customer experience is the only sustainable way to differentiate. The role of Vodafone Business is to connect the world’s biggest companies. We also need to support some very diverse products, from Internet of Things to Cloud & Security, to a plethora of fixed line and mobile solutions. To do that we need to operate 24/7, across the globe, supported by a world class technology suite but also a world class team. In order to achieve this mission, three years ago, Vodafone embarked on the EVE programme; a multi-national digital transformation programme designed to enhance our customer and employee digital experience and to provide a scalable platform for the future. Our service is getting closer to zero touch for customers and our agents now have one screen and can access everything they need to within three clicks. We empowered our frontline through technology, but more importantly, we energised them to transform CX. Business transformation isn’t just about dramatically changing processes and technology, it’s also critically about our people. Therefore, we launched an employee led engagement programme, worthy of the critical role our front line plays in delivering unmatched CX. Together they are The Red Line. As a result, we have seen sustainable and significant improvement both to CX and to our bottom line. The programme continues and the ambition is unchanged – to bring our people and technology together to drive digital transformation on behalf of Vodafone Business and our customers. Abby Thomas leads Customer Operations for Vodafone Business, providing digital and frontline support for Vodafone’s multi-national customers, across a product portfolio that includes Internet of Things, Cloud and Security, and connectivity. Abby’s mission is to deliver a world class customer experience across digital and desk-based channels. To this end, Abby has led cultural and digital transformation programmes to drive service excellence, ensuring that Vodafone is bringing the best that people and technology can offer, to our global customer base. Abby is a member of the Vodafone Business Commercial and Operations Senior Leadership Team. Abby’s career has spanned a number of large global enterprises, including fifteen years as a management consultant working at C-level with some of the world’s best known brands.
THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
10:0010:20
News UK Case Study: AI in CRM - Creating and Protecting Customer Value Mike Migliore, Head of Customer Value, News UK The Times and The Sunday Times are recognised leaders in customer relationship management, but like most companies struggled to reach “CRM Nirvana:� getting the right content/products to relevant consumers at the right time. This presentation covers how The Times invested in AI, taking several steps closer to this goal and reviews what AI did for both the bottom line and customer experience. Mike Migliore is a senior business strategist with expertise in CRM, CVM and product strategy. He is currently Head of Customer Value at The Times and The Sunday Times, where he oversees all subscriber marketing, churn and revenue management activity. Previously, Mike worked at Cellcast UK, where he managed the customer relationship management and content creation teams.
10:2010:40
Leathwaite Case Study: The Talent Quest For Pragmatic Disruptors: IQ V. EQ Amy Mitchell, Director, Leathwaite Amy is a Director leading the Financial Services CIO Practice for Leathwaite globally. She specialises in appointing heads of technology, spanning AI/machine learning, blockchain, cloud, data, engineering, information security and procurement, with a focus on diversity.
10:4011:00
Coffee and Networking
THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
Agenda 11:0011:20
Montash Case Study: Brands are Made for People and Will Always Need People
12:4013:00
Nandip Aulah, Head of Marketing, Montash
11:2011:40
Verco Global Case Study: Using AI and Automation to Solve The Energy Efficiency Challenge Tim Kay, Commercial Director, Verco Identifying and delivering commercially-viable energy efficiency projects is a challenge that demands time and investment. Many organisations have done the basics but struggle to get beyond the fundamentals of lighting upgrades and variable speed controls. Verco has lead the way with supporting organisations beyond the basics of energy management, often delivering more attractive financial returns in the process. Building on our years of industry and software experience, we are now applying machine learning techniques to develop an energy efficiency bot. This approach uses the latest data connectivity tools and techniques to identify opportunities and quantify these for investment review. This talk presents an overview of our approach to this innovation and the impact this could have on an organisation using this energy efficiency bot. Tim is Commercial Director at Verco and a leading technical advisor on energy efficiency in the manufacturing sector. He works with organisations solving complex challenges to understand, identify and implement a range of solutions which deliver operational cost savings and a tangible contribution towards carbon reduction targets. Tim has a detailed knowledge of the challenges faced and solutions available in the manufacturing sector and leads Verco’s product development programme to meet these present and future needs. Tim has worked internationally supporting a range of global manufacturing organisations, including projects in the UK, Europe, US, Africa and Asia. He has worked with over 200 sites to deliver monitoring solutions and utility reduction projects.
11:4012:40
Charles Radclyffe, AI Programme Director, Fidelity International In my career so far I’ve built and sold three tech companies. In-between I have consulted to large Financial Services organisations on Emerging Technology. Outside of my day-job, I advise organisations on how to develop a strategy of ethical implementation of AI, Automation and Robotics as well as speak at events on this subject, co-host a soon-to-be-released podcast, and write a blog on the ethics and societal impact of emerging technology. I’m passionate about entrepreneurship which I see as the activity by which a person strives to become all they can be while on a mission to make a positive change to the world.
AI is valuable and enhances a brand but cannot replace it. There are new fears about the robotic revolution replacing all jobs. But can robots understand irrational thought, offer an excellent customer service, problem solve, or be truly creative? People thrive when around other people, trust is built on human interaction and authenticity is at the core of that. Nandip, has led the way in creating the brands, website, marketing strategy, culture, and vision for organisations. She brings over 15 years marketing experience working across multiple industries on both client and digital agency side. She brings a broad set of branding, digital and strategic marketing skills that contribute to execution of our authentic brand. Identity. Her ethos is that the user, client and employee value proposition is essential to the success of a business and a brand.
Fidelity International Case Study
13:0014:00
Lunch and Networking
14:0014:30
Managing Cognitive Automation and AI: The Smart Actions of Leading Companies Leslie Willcocks, Professor in Technology Work and Globalization, London School of Economics and Political Science Drawing on a research base of over 200 deployments, Leslie will focus on case studies of organisations successfully adopting advanced cognitive automation and will discuss how the technologies are used, the key emerging challenges face and the smart actions needed to achieves business value. Leslie P. Willcocks is Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. At LSE he heads the department of Management’s research into outsourcing, automation and blockchain technologies. He is Editor-in-Chief of the Journal of Information Technology. Previously he taught at Oxford University for nine years. His doctorate is from University of Cambridge. Leslie has a global reputation for his work in robotic process automation, AI, cognitive automation and the future of work, digital innovation, outsourcing, global management strategy, organizational change, IT management, and managing digital business. He is co-author of 60 books on these subjects, and has published over 230 refereed papers in journals such as Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, Journal of Management Studies. His work appears regularly in media outlets such as Forbes magazine, HBR Online. He is a regular keynote speaker at international practitioner and academic conferences, and has been retained as adviser and expert witness by major corporations and government institutions in the UK, USA, Europe and Australia.
Panel Debate - Morning Speakers
AutomationAIandRobotics.com
THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
14:3014:50
Veolia Case Study: Implementing Intelligence to Transform Customer Engagement
15:1015:30
Stuart Stock, Chief Information Officer, Veolia After graduating from University Stuart worked in a Pharmaceutical company and became a qualified CIMA accountant. He joined Veolia 15 years ago in finance and within 3 years of joining Stuart transitioned to focus on data analysis and started a national Business Intelligence team, with a vision to improve the financial performance of the business using insight and intelligence from an operational perspective. Subsequently, he became responsible for the transformation of the business systems within Veolia that provided the source to his data strategy, resulting in wider IT leadership roles and responsibilities. In January 2017 Stuart become CIO for the UK & Ireland and his team are on a new journey to express Veolia’s digital strength focused on four main deliverables; To improve the customer journey and experience; To improve the working life of a Veolia employee; To streamline processes and enhance insight with data to improve operational efficiency and financial performance; and also to deliver new digital services.
14:5015:10
Peter Finding, Partner, Taylor Vinters & Tim Pullan, Founder & CEO, Thoughtriver Peter is an international employment lawyer – supporting businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients say they appreciate his feel for managing sensitive reputational and commercial issues, not just the legal detail. Peter joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia since qualifying in England in 2009. He provides strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services, with a particular focus on: • • •
Multichoice SA Case Study: Critical Conversations on The Road to AI Adoption
• • •
Mergan Velayudan, Technology Strategy Senior Manager - Tools Development & Analytics, Multichoice
protecting businesses from harm by enforcing post-termination restrictions, and designing holistic retention strategies managing difficult exits managing domestic, cross-border and multi-jurisdictional restructuring projects and site closures/moves dealing with sensitive grievance, disciplinary and performance management issues employment litigation in the High Court and Employment Tribunal designing innovative employment models suitable for a workplace landscape in flux
Tim Pullan is founder and CEO of ThoughtRiver, the intelligent contract analysis pioneer. He has 20 years’ experience as a lawyer and business executive helping some of the world’s largest companies with complex commercial projects and issues. A partner in EY’s UK law firm and then Lawrence Graham (now Gowling WLG) he joined consumer data company Experian in 2006 holding senior executive roles in UK and subsequently Asia Pacific. In 2015 Tim relocated from Singapore to UK to develop ThoughtRiver’s technology in Cambridge, one of the world’s leading centres for natural language processing and machine learning. Tim is a regular writer and speaker on the role of data analytics in transforming legal risk management.
Make no mistake, AI will have an impact on people at every level of your organisation with reactions ranging from excitement to anger and despair. The question is – do you wait for the impact before planning your response or do you take the lead and prepare yourself and your people for the inevitable difficult conversations required when embarking on the AI journey. This talk will focus on those key conversations required to prepare for, implement and benefit from an AI-focused organisation, including: At the executive level – conversations on when and how to get started with AI, how to structure for AI, how to budget for AI, how to set expectations and how to measure progress • At the managerial level – conversations about how and when to acquire the right skills, how to manage expectations and fears around the impact of AI on jobs, how to choose the initial projects and how to balance existing work with new AI initiatives • At the practitioner level – conversation about new career paths, obsolete or changing career paths, understanding the role of AI as an enabler rather than a threat.
Taylor Vinters Case Study
15:3016:00
Coffee & Networking
I’m a product delivery specialist with over 16 years’ experience in building innovative, relevant and engaging products. I’ve worked in development, QA, process improvement, product and project management (Certified as ISTQB Test Manager, Prince 2 Practitioner, PMP, Scrum Master and Scrum Product Owner). At Multichoice, I manage internal product development – building solutions that drive efficiency within the Technology division. I’m heavily involved in machine learning (computer vision, natural language processing), cloud migration and data processing and visualisation – in general, evaluating and implementing new technologies and building innovative products that help the company transition into the internet age.
AutomationAIandRobotics.com
THURSDAY APRIL 4 2019
AUTOMATION AI AND ROBOTICS
15:5016:10
Implications of Robotics and AI on The Defense Sector Asif Anwar, Director, Strategic Technologies Practice
16:3016:45
Kiwi.com Case Study: How The Voice AI Helped Kiwi.com to Sustain The Extensive Growth? Eliska Dockalova, Head of CS Innovations, Kiwi.com
This presentation will look at the challenges and opportunities presented by the increasing use of robotics,in the form of unmanned systems in the defense sector, and what implications this has for the implementation of machine learning and AI. We will also discuss the impact of a contested and congested RF spectrum of operations upon radar, electronic warfare and communications systems, and the role that AI will play to provide differentiation on the battlefield.
Having experienced an extremely fast company growth within past 4 years; from a few of dedicated individuals to over 2500+ employees and growing, the need to automate more became the prime focus in order to sustain the increase in incoming volumes whilst keeping in mind the customer experience focus. Having spent over 10 years within the customer experience area of hospitality, travel and private aviation industries and with the recent overtake of the Kiwi.com’s Innovations & Business Transformation Unit departments, Eliska is now fully focusing on enhancing the customer experience side of business via processes & projects improvements. In cooperation with Engineering department and based on the data collected via the Complaints & Customer support departments, the main focus is now on driving the changes and follow the mission of Kiwi.com: making travel better!
Asif Anwar’s focus at Strategy Analytics includes supporting the defense industry from platform and systems integrators, sub-system suppliers, software vendors and component and semiconductor technology providers. Mr. Anwar has a B.Eng Honours degree in Chemical Engineering, and is a member of the IEEE as well as the IChemE.
16:1016:30
Marks and Spencer Case Study: The Introduction of RPA in M&S - Our Approach, Focus on Data Governance Considerations and Lessons Learned Phil Jones, Data Governance Manager, M&S In recognition of the need to remove process inefficiencies, improve data quality and to free up colleagues to perform more interesting and added-value activities, M&S have explored the potential of Robotic Process Automation (RPA). I will share the approach that we followed, the synergistic relationship between RPA and data governance and the lessons learnt to date.
16:4017:00 17:0018:30
Chair's Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
Drinks & Networking Party
Phil is a skilled and experienced business-facing manager with extensive experience in process architecture, technology and data governance. Throughout his career he has been tasked with finding innovative ways of resolving business problems, with a focus on delivering pragmatic, sustainable solutions with measurable benefits. As the Group Data Governance Manager for Marks & Spencer he has established a data governance strategy and implemented a governance framework in order to ensure that data is of the requisite quality, whilst always protecting customers’ and colleagues’ data rights. He is currently specialising in the adoption of Robotic Process Automation (RPA) into M&S.
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How Organisations are Implementing Technology to Drive ROI and Growth
Europe's Biggest Employee Engagement Event has now moved to a larger venue
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No
CANCELLATION OR NO SHOW All delegate fees are non-refundable. No refunds or credits will be given for non-attendance at any event.
AMENDMENTS AND CANCELLATION TO AN EVENT We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K. In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event. LIABILITY Nothing in the ticket terms and conditions shall exclude or restrict our liability to you for death or personal injury resulting from our negligence, the negligence of our employees in the course of their employment, or any other liability which cannot be excluded by law. Under no circumstances shall we be liable to you for any direct or indirect consequential costs or losses suffered by you, whether in contract or otherwise. Indirect costs and losses shall include (but not be limited to) any loss of anticipated profits, savings, business or opportunity and loss of publicity. The views expressed speakers at the event are their own. We shall not be liable for the views, acts or omissions of any speaker or any other attendee at the event. Any information given or distributed at the event shall not constitute advice and should not be relied upon. Our maximum liability in contract, tort, or otherwise (including any liability for any negligent act or omission) arising out of or in connection with our obligations under the ticket terms and conditions shall be limited to a sum equal to the amount of the ticket sale fee (if applicable). You shall indemnify us and keep us indemnified from and against all claims, damage, losses, costs (including, without limitation, all reasonable legal costs), expenses, demands or liabilities arising out of or in connection with any breach by you of the ticket terms and conditions. You and the organisation specified on the Booking Form (if applicable) are jointly liable for your obligations in accordance with the ticket terms and conditions, you confirm that you have all the necessary authority, consents and permissions to attend the event. ANTI-BRIBERY We comply with our anti-bribery and anti-corruption policies (available on request) and updated from time to time. USE OF INFORMATION We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event. Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes. We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon. If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event). We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/terms-conditions Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you. ENTIRE AGREEMENT These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter. THIRD PARTY RIGHTS These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same. WAIVER No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy. APPLICABLE LAW AND JURISDICTION These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any noncontractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.