Getting Ready for AI in the Contact Centre
London Hilton in Park Lane
4th July 2019, 9.30am to 1pm
Followed by complimentary lunch at Galvin at Windows Michelin Star restaurant

Agenda
This exclusive event will provide fresh insights and inspiration for contact centre, customer experience and IT strategy professionals. It’s your chance to explore how digital and cloud technology deliver improved customer experience and engagement.

 9.30am: Arrival and Registration
10.00am: Introduction by Jon Bernstein, Facilitator
10.15am: Presentation by Tim North, Consultant & Head of Contact Centre Practice
10.45am: Luke Cuthbertson, Ember Group
11.15 am: Coffee Break and Networking
11.45am: Leanne Thomas, about the TPS Contact Centre Journey
12.15pm: Demonstration of Genesys AltoCloud
12.45pm: Q&A Session
 1.00pm: Move to Galvin at Windows restaurant for lunch

Speakers

Leanne Thomas, TPS National Operations Manager, Volkswagen Group UK

After a successful career at Dyson, Leanne found her passion in Automotive. Leanne has held various roles at Volkswagen Group UK since 2012, leading business transformation through systems, logistics and operational projects. Now part of a Global talent programme, Leanne is adding to her portfolio in cross-market projects which will steer the future direction of Volkswagen Group.

Luke Cuthbertson, Principal Consultant - Managed Analytics, Ember Consulting

Luke has worked within the contact centre industry for 8 years focussed on utilising data to improve performance. From early in his career Luke was involved in the analysis and practical application of unstructured data, starting as an analyst and moving on to lead multi-discipline teams. Through roles with both Verint & Capita, Luke has worked with industry-leading names such as; Samsung, John Lewis, HSBC, PwC, BT and Volkswagen Group

Tim North Head of Contact Centre Practice, G3 Comms


For over 25 years Tim has been helping medium to large organisations change their call centre applications and add the right systems and processes that mean they will interact better and deliver more for customers across multiple channels. From designing new customer experiences to analysing the full cost of ownership and benefit Tim has a unique perspective on the future of call centres.

G3comms
Pentagon House, 52-54 Southwark Street, London SE1 1UN