The 2019 Programme

• 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

• 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

Moderator:
Christina Leo, Cloud Solution Architect,Microsoft

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

• 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

• 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

• 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

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

• 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

• 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

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.

Moderator:
Eugene Fisher, Strategy Architect, River Island

Panelists:
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

• 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

• 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

• 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