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• The HR Summit 2019
• AI in Retail Conference 2019
• Omnichannel Futures Conference 2020
• Future of Retail Marketing 2020

The 2019 Programme

09.10 - 09.20 Chair's welcome and opening comments
09.20 - 09.50

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Retail Case Study: Realising bottom line revenue gains from AI

  • How using AI to run PPC has increased revenue by 30% at Domino's
  • Impact of AI and predictive analysis on customer engagement and the ability to up sell to existing customers
  • Future plans - what near-term opportunities Domino's sees in the AI space, and which tools the company is looking to invest in

Karl Boyce, Head of Digital & CRM, Domino's Pizza Group

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09.50 - 10.20

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Retailer Fireside Chat: Building a data platform to underpin your AI and ML strategy

  • Understanding the importance - and role of building a robust infrastructure
  • Deciding where to store your data
  • Guaranteeing data quality - updating or removing inaccurate, incomplete, improperly formatted or duplicated data
  • Ensuring your networking infrastructure, storage capacity, data analytics and security platforms are aligned with your AI aspirations
  • Building data protection requirements in to the AI / ML strategy to ensure compliance with privacy legislation

Christina Leo, Cloud Solution Architect,Microsoft

Orlando Machado, Chief Data Scientist, Aviva Quantum
Mark Terry, Tech Lead Data Platform, Holiday Extras

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10.20 - 10.50

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Expert Opinion: Mind-opening innovations from other markets

  • How AI innovations are already benefiting companies outside the retail sector
  • What customers feel about AI - concerns, likes, trends and changing behaviour
  • How Marketing, Digital, Data and IT are working together to do more in the space

Dr Geraint Evans, former Group Head of Marketing & Strategic Programmes / Head of Digital, Odeon Cinemas Group

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11.20 - 11.50

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Retail Case Study: De-risking data science

  • Enabling informed decisions about the investment of time and resources in AI
  • Identifying and demonstrating the value of AI products at an early stage
  • How data science teams can pitch projects to the business and gain executive buy-in
  • Understanding when to prioritise data science and AI projects over competing work

Nick Masca, Data Scientist, Skyscanner

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11.50 - 12.20

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Retailer Panel Debate: Building out your technical AI capability

  • Understanding the supplier base and the services offered by potential partners
  • Accurately estimating costs, and optimising cost efficiencies on an on-going basis
  • Understanding how customisable AI technologies can be
  • Building vs. buying vs. renting your AI capability
  • Knowing which AI and ML technologies may not work for a retail business
  • Integrating AI and ML into your existing systems

Natalia Konstantinova, Lead Software Engineer R&D, First Utility
Orlando Machado, Chief Data Scientist, Aviva Quantum
Rebecca Vickery, Data Scientist, Holiday Extras

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12.20 - 12.50

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Retail Case Study: AI in contact centres - the goldmines and the minefields

  • The time is now: the challenge facing cx leaders
  • TTEC is 'practicing what we preach'
  • The digital worker factory - automation with proven results
  • Case studies beyond the hype - the reasons for success and failure
  • RPA and journey orchestration; optimising, personalising and setting a course for the future

Wayne Kay, Regional Vice President of Sales, EMEA, TTEC

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12.50 - 14.00 LUNCH & NETWORKING
14.00 - 14.30

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Retail Case Study: AI powered customer journey for higher conversion rates and happier customers.

  • Meet EdwardTM the virtual host loved by customers and employees at Edwardian Hotels London.
  • How Edwardian Hotels London have enabled their guests to interact with an AI Chatbot pre, during and post stay for the past three years.
  • How AI enabled EHL to get to know their guests better and anticipate their needs.
  • See how EdwardTM is able to advise guests on over 1600 topics and aid in their buying decision making
  • How the multilingual Edward is assisting guests in modifying their reservations, upselling products and services and acting as their own personal assistant and advisor.
  • Discover how AI contributed to increases in revenues, customer and employee engagement.
  • How EdwardTM enables the employees to spend more time serving their guests rather than at their desks running endless reports and answering phone calls and emails.
  • Impact on financial, customer engagement and employee engagement results.

Michael Mrini, Director of Information Technology, Edwardian Hotels London

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14.30 - 15.00

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Retailer Panel Debate: Experiences and plans of early-stage AI adopters

This panel will highlight the projects of retailers, as they take their first steps into the world of AI and machine learning. Hear their successes, their struggles, and their future plans.

Eugene Fisher, Strategy Architect, River Island

Chris McGrath, TCS Product Manager, Retail IT - Customer Engagement Hub, Marks & Spencer
Rob Wood, Head of Online & Digital, The Entertainer
Christina Garratt, Partner & Automation Programme Lead, John Lewis
Heather Walker, Data Scientist, Wiggle CRC

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15.30 - 16.00 Case study: What AI and ML can do (and what they can't do) for your business

  • Practical applications of AI and ML - what they are, and what they can- and can't do
  • What impact AI will have on retailers and on customers over the coming 12 months
  • How much to invest in AI and ML, and how much value you can get out of them
  • Choosing the use cases that make most sense for your organisation
  • What is achievable within certain timeframes
  • What intermediate goals retailers currently have for AI and ML
  • How digitally native brands and large offline retailers are each using AI
  • How AI can help you to bridge the physical-digital divide - using AI to connect your online and offline channels and processes
16.00 - 16.30

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Retail Case Study: M&S calls on Google Cloud for personalised customer service that's both digital and human

  • Overview of the challenges faced by M&S
  • How Google's contact centre AI solutions provide improved operational efficiency and more personalised, intuitive customer case from the first “Hello”
  • Bottom-line results realised by M&S

Chris McGrath, TCS Product Manager, Retail IT - Customer Engagement Hub, Marks & Spencer
Florin Stingaciu, Retail Customer Engineer, Google

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16.30 - 17.00 Case study: Turning your customer contact centre into an ‘opportunity centre'

  • Using chatbots and self-service to optimise how you communicate with customers and focus your employees on value-add work
  • Dealing with the consumers who ask questions your chatbot doesn't understand
  • Seamlessly integrating man and machine - managing the live handoff between chatbot and real person
  • Long-term benefits of chatbots and self-service - reducing headcount and costs
  • Proactive customer service to reduce call volumes and increase customer retention
17.00 Chair's summary and closing remarks

Venue & Contact

Cavendish Conference Center, London W1G 9DT

0207 637 5526 or 0207 631 2055

16 October 2019

For retail speaker opportunities:

Claire Knott

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385

Meet Our 2019 Partners

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The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Future of Retail Marketing 2020
Future of Retail Marketing 2020
9 June 2020
Cavendish Conference Centre, London W1G 9DT
The Future of Retail Marketing for Customer Engagement