
Manchester
Xchange 2018 Roadshow
Agenda
Speakers

James Isaacs
President
Welcome to the Experience Economy


Matt Butler
Senior Channel Development Manager
Understanding and Delivering an Assured Customer Experience


Brendan Dykes
Director Product Marketing
Man, Machine and the Customer Experience


Olaf Steffen
IT Project Manager
How Telefonica has Leveraged Agile and Automated Testing to Accelerate Innovation


Christian Konrad
Delivery Manager CCT

Anne Marie Forsyth
Chief Executive Officer
The Voice of the Customer is Loud but are you Listening?

Transforming Your Development Organisation to Support an Agile World

George Smith
Solution Architect


Amy Hudson
Global Head,
Discovery & Enablement


Matt Butler
Senior Channel
Development Manager


Gene Reynolds
VP of
Business Services


Martin Hill-Wilson
Customer Service, CX & AI Engagement Strategist
How To Design and Road-Test Successful New Contact Strategies
- The demand for and challenges in giving contact choice to five generations of customers
- Aligning customer and brand agendas (better/cheaper)
- Omnichannel design principles that drive the core game plan for optimising omnichannel with an overview of how that works
- How to design a low risk, design-test-optimise workflow that supports your omnichannel transformation


Geoff Willshire
Chief Innovation Officer
The Road Ahead for Cyara Products


Nick Duggan
General Manager, EMEA
CX Roundtable Discussion
