Achieving a Step Change in Customer Engagement
Preparing for the Era of Intelligent Automation
Customer engagement has never been so ripe with technological promise: the age of automation has offered newfound opportunities for delivering relevant, timely and accurate interactions, while enabling the workforce to work better and faster. To what extent will AI, RPA and machine learning revolutionise the customer journey, and where will it have the biggest impact? And how can organisations ensure that they strike the right balance between people and technology?
As UK Customer and Digital Experience Director, Vinay is responsible for leading a talented team who are tasked with positively transforming the perception of coach and bus travel. Through driving excellent service throughout the customer journey, his team have delivered significant improvements in customer satisfaction, NPS and Trust Pilot ratings. Whilst an ambitious digital transformation programme included launching a new app, implementing a new booking engine and CMS as well as innovative features such as seat reservation, a self-service portal and the introduction of an airline style onboard entertainment system.
Prior to joining National Express, Vinay spent over the last 23 years working with leading brands in the Financial Services, Telecom, Automotive and Travel sectors inspiring fresh thinking and leading transformation.
Glen Clark started off working life in the late 1990s, in the world of operational research, analytics and business intelligence working for British Airways. Principally concerned with leveraging data to work out how to make Heathrow function better and charged by the Director of LHR to ‘remove anecdote as the basis of decision making’.
His roles in Allianz have concerned launching new car and home insurance propositions for the Direct business, strategic development of the Petplan business - including new product design, building the automotive corporate partnership business with Volkswagen Group, BMW Group, Ford and others and most recently leading Telematics for the UK business.
Glen sits on Allianz Global Steering Group for Telematics and also have responsibilities for looking at the impact of disruptive technologies / digital innovation, including the pathway to autonomous vehicles.
Angel joined Santander UK in 2017 as Head of the Data Science, focusing on implementing Machine Learning solutions to increase the value we offer to our customers and reduce costs. Prior to that, Angel worked at PricewaterhouseCoopers since 2004, both in Spain and UK, where he led one of the advanced analytics teams in the financial services sector, implementing machine learning solutions for UK, European clients and regulators.
Abhijit is bringing machine intelligence to life at the Lloyds Banking Group. His focus is on combining machine and human intelligence with data to fundamentally change the way the Bank does business. Earlier, at McKinsey & Company, Abhijit engaged with leaders from large enterprises to help them take strategic and investment decisions, build new digital business models, and drive above-market growth. Previously, at HCL Technologies, Abhijit built and led tech-enabled businesses in Europe and Asia.
In his role as Chief Strategy Officer, Chris develops the company’s global strategic initiatives, Intelligent Automation thought leadership and cross-functional horizontal integration. Chris is customer-focused and uses intelligent automation technologies to help organizations enhance the Customer Experience,improve operational efficiency and empower the workforce.
Prior to Kofax, Chris spent five years at Deloitte Consulting where he led the U.S.Public Sector Intelligent Automation practice during the emergence of RPA.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.