October 2020
Conference Day Two
8:00 am - 8:45 am
REGISTRATION AND WELCOME COFFEE
9:20 am - 9:30 am
Chair's opening remarks
9:30 am - 10:00 am
Driving Growth in the Digital Age
Trevor Gordon -
Director: Global Omnichannel Strategy,
Sodexo
- With technology moving and phenomenal rates innovation and strategy need to reflect end goal
- Hear how to bridge the gap between marketing and digital functionality to drive seamless experiences
- Understand how a leading retailer is driving growth through customer strategy experience and technology
10:00 am - 10:30 am
Driving Digital Channel Use to Redefine Customer Experience
Michael Wolczyk -
Head of Digital Sales and Innovation,
Commerzbank
- Looking at the use of consumer behaviour to cover all touchpoints in a mobile first approach
- Discuss the challenges of encouraging the use of all digital channels to provide the same service
- Specifically reviewing how to successfully integrate AI to enhance customer service experiences
10:30 am - 11:00 am
MORNING BREAK AND NETWORKING
11:00 am - 11:30 am
CASE STUDY: Democratising Customer Success metrics to drive CX
Vivek Naga -
Customer Experience Strategy Lead - EMEA,
Bayer
- Customer-centric decision making facilitated with Customer Success metrics
- Translating metrics to be aligned with business strategy
- Defining key to success which lies not in capturing the metrics but having a process to social them to the right people at the right time to drive & deliver CX
11:30 am - 12:00 pm
Out with the Old, but in with what New?
Jacqueline P. Mundkur -
Sr. Advisor ( Consumer and Retail ) and Customer Engagement Specialist,
Transaction Square
- Omni-channel has to deliver on objectives of customer delight, loyalty and most of all ROI.
- Convince your management that the investments are adding value, and quite frankly to strongly negotiate continuous support the needle has to move on customer interest, usage and conversions.
- Monitoring adoption and adaptation among the two critical cohorts: employees and the customer cohort is the basis and needs focus and attention.
Jacqueline P. Mundkur
Sr. Advisor ( Consumer and Retail ) and Customer Engagement SpecialistTransaction Square
12:00 pm - 12:45 pm
CASE STUDY: Digital Transformation of Wealth Management in light of changing client expectations
Dr Stefan Piel -
WM Omni Channel Management,
UBS
- Understand major change catalysts in Wealth Management today and their impact on client expectations
- Get a Wealth Management perspective on digital transformation as a response to changed client expectations
- Hear about key lessons learnt along the journey
12:45 pm - 2:00 pm
NETWORKING LUNCH
2:00 pm - 2:30 pm
CASE STUDY: Testing challenges when implementing Order Orchestration cross channel with Omni-House Rules
Hamed Khalighi -
Enterprise Applications - SAP SLF - OMNI Availability - Lead,
H&M
- Order Orchestration: The ability to source from multiple warehouses to OL customers
- VSM: The ability to segment which stock to share from a warehouse
- Reactive Moves: The ability to fulfill customer orders from both RW and OL at our semi-omni warehouse
- Reports and KPIs: To follow-up on omni sharing and actions
2:30 pm - 3:00 pm
Designing Customer Interactions using Behavioural Insights
Stephen Donajgrodzki -
Behavioral Science Director,
Kellogg’s
- Challenge your though process with a new perspective
- How can behavioural insights define and design customer interactions
- Hear how he has facilitated growth and effectiveness through behavioural science
3:00 pm - 3:30 pm
Newly Wed’s Live Polling Session
Have your say! Join two speakers as they play an omnichannel version of the newlyweds game. The moderator will ask a question, the two panellists will write their answers on a white board as the audience answers the same question – will your answers match?
