Pre-Conference Day

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

1:45 PM - 2:00 PM WELCOME ADDRESS

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

2:00 PM - 2:30 PM RPA AS A GAME-CHANGER IN FOSTERING DIGITISATION & BUSINESS INNOVATION

Sebastian Zeiss , VP Automation & Department Development, Deutsche Telekom
  • The next frontier of automation: How can organisations maximize the full potential of RPA?
  • Ensuring intelligent integration between robots, human agents and machine learning
  • Utilising the process qualification strategy to ensure RPA implementation success
  • A review of how RPA is driving service innovation in Deutsche Telekom

Sebastian Zeiss

VP Automation & Department Development
Deutsche Telekom

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

2:30 PM - 3:30 PM WORKSHOP: THE EMERGING TRENDS OF CUSTOMER AUTOMATION

Jon Watts, Director & Co-Founder, MTM
  • Machine learning and AI – does this provide a richer customer experience or is it just a profitability and cost-saving exercise?
  • Do customers expect a Hyper-personalised experience, and if so, how do we encourage them to share data?
  • How crucial is design-led CX in attracting and retaining customers?
  • Should we become reliant on Chatbots and Natural Language, or, in an era of automation is maintaining the ‘human touch’ important?

Jon Watts

Director & Co-Founder
MTM

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

3:30 PM - 4:00 PM AFTERNOON BREAK & NETWORKING

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

4:00 PM - 4:30 PM OPERATIONAL TRANSFORMATION AND AI IMPLEMENTATION

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  • Intelligent data analysis and machine learning to deliver better customer experience and operational efficiency
  • Unlocking the value of unstructured data through AI and cognitive systems
  • Leveraging AI to improve business outcomes and create new revenue streams

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

4:30 PM - 5:30 PM WORKSHOP: CREATING A SYMBIOTIC RELATIONSHIP BETWEEN AUTOMATION AND BEHAVIOUR

Simon Moore, Chartered Psychologist and Managing Director, Innovationbubble
  • Why is understanding emotions, non-conscious behaviour and experience essential in relation to engagement, trust and retention?
  • How does this relate to automation and the application of new technology?
  • To what extent will automation replace human engagement, and is AI better placed to respond to behavioural inputs?

Simon Moore

Chartered Psychologist and Managing Director
Innovationbubble

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

5:30 PM - 5:45 PM CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF PRE-CONFERENCE DAY

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

LOOKING TO THE FUTURE THROUGH ARTIFICIAL INTELLIGENCE & NEXT GENERATION STRATEGIES

5:45 PM - 5:45 PM NETWORKING DRINKS