AI IN Customer Engagement
29 June 2017, THE SHARD, LONDON

Our second directors’ forum extends beyond the business to the customer interface. From automating customer interactions to predicting customer behaviours, we’ll investigate AI’s impact on the customer experience and businesses’ ability to profitably engage.

How AI and Robotics can drive Customer Engagement

Cut through the hype and discover what automated technology can be applied to your organisation now and how to plan for upcoming AI developments. Gain insights into the most effective ways to manage the impact on employees and customers.

Topics will include:

Intelligent Bots – What’s Real, Will Chatbots take over Contact Centres?, How RPA can transform the organisation, The future of Intelligent Assistants, When AI meets Virtual Reality, AI Analytics and Customer Insights, The new era of Customer Service, Building customer relationships with intelligent virtual agents

An intensive one-day schedule of presentations and discussions for an invited audience of business leaders. Hosted at Gallup’s conference centre in The Shard, London

Attendance by invitation

 Agenda Summary:

09:30 Welcome – James Rapinac, Director, Gallup
09:35 Chairman’s introduction – Anton Fishman, MD, Fishman & Partners
09:45 From talking toasters to intelligent sequins:  How tomorrow’s customers will interact with their world- Nicola Strong, Managing Consultant, Strong Enterprises
10:15 Disruption or transformation?  It’s your choiceSimon Foot, Director, Customer Experience & Contact Centre Operations, Ember Services
10:45 AI in Customer Engagement Alan Flower, HCL CTO – Europe, Middle East, Africa
11:15 Coffee
11:45 When the customer is a company- How AI accelerates value in B2B customer relationships – Maria Semykoz, Senior Consultant, Gallup
12:15 Can computers have ‘conversations’ with humans? Andy Peart, CMO, Artificial Solutions
12:45 Lunch & Networking
14:00 Panel Debate: Where’s the evidence.  Has AI delivered CX? – Chair – Ann-Marie Stagg, Chief Executive, CCMA –  Our expert panellists discuss whether AI is living up to its CX promise – engaged customers accessing premium services at an affordable cost.  We look at who’s setting the pace for AI adoption, how they’re faring and the gains they’ve made for customers and their business
14:45 Expert Speaker
15:15 Coffee
15:45  Keep talking and nobody explodes.   How AI achieves what a human being never could
Gerard Frith,Chairman of Matter & Chief Science Officer, Chelsea Apps Factory
  Searching for success – using new search technologies to overcome age-old business challenges – Jayne Reddyhoff, Managing Director, Zanzi Digital
16:45  Chairman’s Summary followed by Drinks & Networking

Download full Agenda

2017 Directors Forum Partners

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2017 Speakers include

Anton Fishman

Managing Director, Fishman & Partners Ltd

Nicola Strong

Managing Consultant, Strong Enterprises Limited

Alan Flower


Andy Peart

CMO, Artificial Solutions

Ann-Marie Stagg

Chief Executive of the Call Centre Management Association (UK)

Gerard Frith

Chairman of Matter and Chief Science Officer, Chelsea Apps Factory

James Rapinac

Director, Gallup

Jayne Reddyhoff

Managing Director, Zanzi Digital

Maria Semykoz

Senior Consulting Specialist, Gallup

Simon Foot

Director, Customer Management Transformation, Contact Centre Operations, Customer Experience, Ember Services



29 JUNE 2017

Gallup Conference Centre,The Shard, London

32 London Bridge St, London SE1 9SG
A unique London venue The Shard is a perfect setting our Directors Forums.“A skyscraper that is recognised immediately and is already considered London’s new emblem” . The Shard is a 310 metre high skyscraper located in the London borough of Southwark. It is the tallest building in the UK and Western Europe and was designed by world-renowned architect Renzo Piano. The Shard is open to visitors and features 3 restaurants, multiple bars, a hotel and a viewing platform on the top floor.


Underground and mainline trains come into London Bridge station, which is directly next to The Shard and a short journey from other major transport hubs in London.

Car parking is available in Kipling Street and Southwark Bridge Road. The Shard sits within London’s Congestion Charge zone. For navigation the postcode is SE1 9SG

The Shard is a pleasant 30-minute walk along the South Bank of the Thames from Waterloo station, and a 5-minute walk across London Bridge from the City.

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The AI Directors Forums are organised by Connect Business Media An experienced business media organisation with a reputation for creating mould breaking business events that challenge traditional thinking and overturn established formats. With over 30 years' experience the Connect team has managed national and international events on every continent in industries including customer experience, employee engagement, outsourcing, information and communication technologies ,food manufacturing, nutrition and pharmaceutical industries. Connect Business Media events are more than conferences; they connect audiences in new ways, opening up opportunities for discussion and debate that foster innovation and business growth.

For information on 2017 AI & Robotics Events Contact: Chris Wood Connect Business Media: Direct: +44 (0) 1483 614451 Mobile: + 44 (0) 7775 604011 Email: [email protected]