CCO UK Live Series - September Edition 2022

Overview

In today's ever changing climate, organisations need to be able to differentiate their brands and provide exceptional customer service to stay and stand above their competitors. The parallel between innovation and digitalisation has never been more pivotal.

The CX and customer journeys have evolved, and the demand for consistent, quality, seamless, empathetic CX is even higher than before. How has your CX strategy changed? How can you blend technology-empowered CX with the human touch? How can you measure this success?

Join this this edition of the CCO Series, as we get into exploring topics and finding a solution on how to:

• Evaluating technology through a customer problem solving lens

• Not mistaking can-do with should-do for technology solutions

• Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff

• Data utilisation to work towards an end goal for both the customer and organisation

• How to gain and use the right data in a world of privacy obsessed consumers

What to expect

• Practitioner:Vendor 20:1
• Attendees 200+
• Interactions 1:1
• Speakers 20+
• 20+ Sessions Full day program

What we will cover

• The Real Business Value Data utilisation to work towards an end goal for both the customer and organisation
• Shape Your CX Evaluating technology through a customer problem solving lens
• B2C And B2B CX Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff
• Thinking for Success Brainstorming to Final Product with CX

Agenda

• 8:30 am Registration & Welcome Coffee(Plenary)
• 9:00 am Welcome Address & Introduction by Sit-Down(Plenary)
• 9:05 am Make Better Data-driven Decisions- Dremio(Plenary) Today’s most successful organisations are utilising data to drive rapid growth, transformation and innovation. They are each on a journey towards greater data maturity, increasing the value of their data and deepening their insights as they go. In this session, we will explore how you can shape the future of data at your organisation, harness the power of data to drive competitive advantage, increase productivity and enhance customer experience.
• 9:30 am A Data Strategy Designed to Deliver Customer Value(Plenary)
• 9:55 am Helping You Maximise The Value From Your Data- Data Assembly(Plenary)
• 10:20 am Morning Tea & Networking Break(Plenary) Morning Tea & Networking Break
• 10:50 am Data Integrity - Better Data - Better Decisions- Precisely(Plenary)
• 11:15 am How Healthy is Your Business AI Governance?(Plenary) Artificial Intelligence applications are growing, changing, and evolving in both their strength and limitations. Government is consistently introducing new regulations and guidelines for national and international use to protect all users. With the added layer of Brexit and covid, AI governance specialists are important now more than ever and are seen as key pieces in the puzzle to protecting organisations and help them achieving their AI goals. Join the talk, to learn about: How can an AI ethics and regulations specialist benefit your company. Things to look out for in the new UK & EU proposed legislation on AI How to determine whether an AI project fits your organisation’s values.
• 11:40 am Data Intelligence + Human Brilliance - Alation(Plenary)
• 0:05 pm Leveraging the Value of your Data(Plenary) How do we create data decision transparency for our colleagues ? Allowing them to make ethical and informed business decisions without worrying about where the data came from or the quality of it? How do we get our colleagues to implicitly trust the information they consume on a daily basis? In this session Robin Miller takes us on his incredible data journey where he shares how he has forged a strong data foundation of Data Governance, Quality and Metadata through people, culture and process and then underpinned the capabilities through modern data governance and master data technologies The next crucial phase of the Data Strategy is about how one can leverage the value and implement the teams, processes and enabling technology for the future analytics journey. Opening up the data marketplace and making it available to colleagues. In this session we learn: How to bring teams together in a more pragmatic and realistic way. Agile approaches to delivering data Building new data pipelines and moving towards data as a product Where expectations meet the reality of the journey
• 0:30 pm Lunch & Networking Break(Plenary)
• 1:30 pm The Executive Guide to Artificial Intelligence(Plenary) Starting your AI journey can seem a daunting and risky affair. In this keynote talk, Andrew Burgess, an AI strategist and author, will explain, through real-life case studies, how organisations have used AI to benefit and transform their organisations. He will explain the different approaches and tools tthey used, and how organisations need to think big but start small. Please join us to learn about: How to start your AI journey The challenges and risks of adopting AI What other organisations have done with AI The successes they have achieved
• 1:55 pm Panel: Storytelling Through Data to Make Informed Business Decisions(Plenary) Today the business landscape has changed due to COVID-19. In order to stay relevant and remain competitive, organisations must embed a data-driven culture to support operational resilience and revenue generation. This panel will hear insights from leading CDO’s on how data can drive business outcomes and meaningful insights through successful storytelling: Using data and analytics to influence stakeholders at all levels How to shape data into a narrative to help reveal findings and emerging trends How to use data storytelling, data visualisation and dashboards to think differently about its impacts on the wider enterprise? What are the data literacy skills required in a data-driven era?
• 2:20 pm See the Forest From the Trees and Choose Pragmatic Data Initiatives For Your Organisation(Plenary) Business stakeholders Consultancies, vendors and technology practitioners, all have different approaches to find and improve the value that organisations get from the data they manage. However, when looking for value in single use cases, the basic data related capabilities can get often lost in the mist or taken for granted. Ruth wants to us to revisit the basic and discuss what pragmatic actions data leaders can take to improve their organisations efficiency getting value out of data. Join this session to learn about: Choosing the data that is most important to the core of your business Settling data responsibilities at the highest possible level Getting your organisation to use agreed concepts across the entire business Increasing the quality of the critical data to increase the value of your data related initiatives
• 2:45 pm Manage the Risk. A Third Line of Defence, is an Organisation’s Best Friend(Plenary) With any business decision, whether it be to introduce a new technology or to buy a new property, there are benefits that can help achieve the organisation’s overall business goals. But there are also risks, and if these risks are not appropriately managed with mitigations that are correctly executed, they can severely damage an organisation’s brand. This is where a fully functional, Internal Audit control department can help in decision making. There is an unconventional relationship between leaders and auditors. But internal auditors, are an entity’s best friends. They can help change the narrative in how leaders think about risks and how they manage risks. Join this session, to learn about: The benefits to having the third line of defence in your organisation At what point in the decision making stage should an internal auditor be included. The role of risk management in driving digital transformation in your organisation The value of good data governance to enable digital transformation and how your internal auditors can help
• 3:10 pm Afternoon Tea & Networking Break(Plenary)
• 3:40 pm Data Pragmatism - How to Bring the Pragmatic Attitude to Life(Plenary) Building self-service capabilities on a trusted foundation is the key to successfully unlocking your data assets and becoming more insights driven. Security, data privacy, and data protection represent concerns for organisations that must comply with policies and regulations that can vary across regions, data assets, and personas. Many organisations are struggling to find the best way to provide self-service to a single source of truth to all business users without having to move and make multiple copies of the data.
• 4:05 pm Evolve:(Plenary) Join this session to learn about: Digital is critical to the future of the organisation and data is critical is that transformation. Principals of data mesh not only help improve the value of data but are also key to digital transformation How to identify if data is working for you and your organisation.
• 4:30 pm End of Day & Closing Remarks by Sit-Down(Plenary)
• 4:35 pm Cocktail & Networking Hour(Plenary)

Speakers

• Jasvir Grawel · Head of Data & Analytics, Global Fac, Willis Towers Watson
• Faiza Syed · Head of Customer Experience, ISG Faiza is a highly collaborative, commercial and analytical professional with over 15 years of global experience in driving revenue through customer experience, business development, client and account management. Her breadth of experience includes building and leading a global CX strategy, implementing Voice of the Customer and working with multiple stakeholders and business functions to improve operational performance while driving change in business culture and approach to improve customer experience. She has always excelled in building strong relationships and therefore is able to ascertain customer and business needs and present a strategic range of services and solutions. She is passionate, pragmatic and results orientated, with a strong focus on customers & business improvement.
• Veronica Amestoy · Chief Customer Engineer, Google While technology remains at the core of what Veronica does, she is leading the efforts on driving diversity into the tech sector by using apprenticeships opportunity to bring people from different walks. Through her years of experience, Veronica has worked across many industries & helping enterprise clients as well as SMEs on their digital transformation and found herself often leading projects outside her core responsibilities as she thrive when changing the status quo. She will be speaking solely on her journey and experience in customer experience
• Ansgar Koene · Global AI Ethics and Regulatory Leader, EY My current work focuses on the development of design and regulatory tools to maximize the beneficial use of information technologies and minimize negative consequences on people and society. I have a multi-disciplinary research background, having worked and published on topics ranging from Policy and Governance of Algorithmic Systems (AI), data-privacy, AI Ethics, AI Standards, bio-inspired Robotics, AI and Computational Neuroscience to experimental Human Behaviour/Perception studies. I hold an MSc in Electrical Engineering and a PhD in Computational Neuroscience.
• robin miller · Group Data Manager, Lowell I help businesses put trust in their day to day decisions, by developing the strategies, the people, the culture and the processes that drive data and decision transparency.
• Ruth Ardura · Head of Data Management, Aegon UK Looking to simplify and socialise the understanding of data and its business value. Former consultant, trained in different sized projects, techniques and governance. Qualified Business Analyst, with natural Agile Scrum master skills and a reliable and comprehensive understanding of Data Management in Financial Services. Experienced in operational and strategic change, data management, governance and quality, modeling, reporting and compliance projects. Engaging team maker with ability to build rapport, facilitate workshops and drive creative approaches to analysis and problem solving. Passionate supporter of peer career development and wellbeing.
• Pete Hogg · Global Director Customer Management, British Council Pete Hogg is a Certified CX Professional who wears two hats in his current role as Global Director of Customer Management at the British Council. The first is about Customer Service and Sales delivery and the second is about Customer Experience: identifying the desired experience of the organisations he has worked with and developing the culture and governance for delivering against that experience. Pete has a background in Education and Training and has previously worked as a teacher, an event planner, a motivational trainer, an operations lead, a salesperson, an insight lead and a marketeer. The golden thread connecting all of his experiences has been the absolute necessity of building relevant engagements and positive relationships to drive customer success… which is what he believes to be the most effective route to business success.
• Andrew Burgess · AI Strategist, Founder at Greenhouse Intelligence, Greenhouse Intelligence
• Aleksandrs Gehsbargs · Director of Games Data Science, Product Madness

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