Manchester
Xchange 2018 Roadshow
November 6, 2018
Agenda
Full agenda coming soon
Speakers
James Isaacs
President
Welcome to the Experience Economy
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
Brendan Dykes
Director Product Marketing
Man, Machine and the Customer Experience
How Telefonica has Leveraged Agile and Automated Testing to Accelerate Innovation
Olaf Steffen
IT Project Manager
Christian Konrad
Delivery Manager
CCT
Telefónica is one of the world’s leading telecommunication service providers, operating in 21 countries, employing 120,000 people, and serving over 360 million customers around the globe. In this presentation, Christian and Olaf will share insights from their agile transformation journey and discuss how automated testing has helped speed development and improve quality at Telefonica.
Matt Butler
Senior Channel Development Manager
Understanding and Delivering an Assured Customer Experience
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
Jason Owen
CEO
Matt Butler
Senior Channel
Development Manager
TBD
This lively panel discussion will cover the reasons that transitioning to Agile and DevOps helps businesses respond to the ever-changing demands and requirements put upon them on a continual basis. The emphasis will be on how to get to market faster with high quality to ensure a good CX.
Geoff Willshire
Chief Innovation Officer
The Road Ahead for Cyara Products
Additional speakers will be announced shortly
Registration
Registration is complimentary for Cyara Xchange 2018 Roadshow Manchester and includes all presentations, meals and closing drinks.
Note: Conference registration fee does not include hotel accommodations.
Venue & Location
Our iconic location – the 47-story Beetham Tower – now the Hilton Hotel Deansgate is a magnificent event space. From the stylish rooms and suites to the stunning cocktail bar with panoramic views, you’ll meet here with some of the brightest minds in CX.
Conveniently located in the city centre, Hilton Manchester Deansgate is one mile from Manchester Piccadilly Railway Station and 23 minutes from Manchester Airport.
Join us for an experience you’ll never forget – a fabulous networking & cocktail hour at Cloud 12. Your CX knowledge will soar to new heights as you network with the Cyara executive team, guest speakers, and leading industry thought leaders while enjoying amazing food and innovative cocktails by expert mixologists.
Sponsors
Genesys
GenesysGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships, on-premise and in the cloud.
Blackchair
BlackchairAnalyze, de-risk, manage, secure and stabilize IT and contact center environments.
blackchair Limited is the leading specialist in contact center configurations and change management focused on helping clients make their assets work harder and optimize their investments. Together, blackchair and Cyara test, measure and remedy customer experience issues before they impact customers. Combining the expertise of blackchair and Cyara delivers a business benefit through an enhanced user experience and reporting metrics that provide real time transparency to what the customer is experiencing, not just what the delivering company thinks is happening.
CCA
CCAMore than 45 leading organisations from all sectors of the economy form CCA Industry Council and account for c30% of the overall service activity in the UK. The group’s objective is to inspire and innovate a change in approach to ensure the customer is placed at the heart of the enterprise.
infinIT.cx
infinIT.cxinfinIT.cx provides solutions for seamless and sound omnichannel service. More than 30 years of experience have made infinIT.cx the number one for complex contact center projects in Germany. From consulting over system integration to operations and support — infinIT.cx guides you from vision to execution.
