26 - 28 September, 2017 | Vienna, Austria

Pre-Conference Day

Melissa Harris

CEO and Founder
Telecom Training Corporation

2:00 pm - 2:30 pm RPA AS A GAME-CHANGER IN FOSTERING DIGITISATION & BUSINESS INNOVATION

Sebastian Zeiss - Vice President, Automation & Development Deutsche Telekom
  • The next frontier of automation: How can organisations maximize the full potential of RPA?
  • Ensuring intelligent integration between robots, human agents and machine learning
  • Utilising the process qualification strategy to ensure RPA implementation success
  • A review of how RPA is driving service innovation in Deutsche Telekom

Sebastian Zeiss

Vice President, Automation & Development
Deutsche Telekom

2:30 pm - 3:30 pm WORKSHOP: THE EMERGING TRENDS OF CUSTOMER AUTOMATION

Jon Watts - Director & Co-Founder MTM
  • Machine learning and AI – does this provide a richer customer experience or is it just a profitability and cost-saving exercise?
  • Do customers expect a Hyper-personalised experience, and if so, how do we encourage them to share data?
  • How crucial is design-led CX in attracting and retaining customers?
  • Should we become reliant on Chatbots and Natural Language, or, in an era of automation is maintaining the ‘human touch’ important?

Jon Watts

Director & Co-Founder
MTM

3:30 pm - 4:00 pm AFTERNOON BREAK & NETWORKING

4:00 pm - 4:30 pm OPERATIONAL TRANSFORMATION AND AI IMPLEMENTATION

Yasir Manzoor - General Manager - Products & Content PTCL
  • Intelligent data analysis and machine learning to deliver better customer experience and operational efficiency
  • Unlocking the value of unstructured data through AI and cognitive systems
  • Leveraging AI to improve business outcomes and create new revenue streams

Yasir Manzoor

General Manager - Products & Content
PTCL

4:30 pm - 5:30 pm WORKSHOP: REASSURING YOUR EMPLOYEES IN THE FACE OF AUTOMATION

Simon Moore Dr - Chartered Psychologist and Managing Director Innovationbubble
  • Drawing the divide: When do we require human-to-human interaction and what should be fully automated?
  • Should a reduction in human error mean a replacement in human engagement?
  • Educating the team on how this increased effectiveness will positively impact productivity
  • Quantifying productivity and reinvesting in your employees

Simon Moore Dr

Chartered Psychologist and Managing Director
Innovationbubble

5:30 pm - 5:45 pm CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF PRE-CONFERENCE DAY

Melissa Harris - CEO and Founder Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

5:45 pm - 5:45 pm NETWORKING DRINKS