LonDonExecutive Community Event
16th June, 2022
Agenda overview
| time | event type |
|---|---|
| 8:30 am – 9:30 am | Morning session check-in |
| 9:30 am – 12:15 pm | Optional small-group sessions and 1:1 meetings |
| 12:15 pm – 1:30 pm | Lunch |
| 2:00 pm – 6:15 pm | Main stage sessions |
| 6:15 pm – 9:00+ pm | Reception |
Focus: Small-group learnings for big impact
9:30 am – 12:15 pm
Take a deeper dive into the areas most impactful to your team with our small-group focus sessions. All sessions run concurrently during the time slots below.
A selection of breakfast items will be available.
| time | event type |
|---|---|
| 9:30 am – 10:15 am | Session 1 |
| 10:30 am – 11:15 am | Session 2 |
| 11:30 am – 12:15 pm | Session 3 |
Session A: Building a unified Conversational strategy, from messaging to voice
This session is all about advancing your CX strategy with Conversational AI and messaging — no matter where you are in your journey. For those new to the technology, get a robust overview of how to identify the channels key to scaling your organisation and improving CX. For those with more mature implementations, take your program to the next level with expert guidance on how to weave both messaging and voice analytics into your customer communication strategy. All attendees will leave with new tools to create a unified, AI-enabled system for personalised consumer engagement through superior Conversational and voice analytics, advanced customer experience integration, and industry-leading Conversational AI.
Session B: Designing an AI & automation approach
Join LivePerson’s Conversational AI experts for a behind-the-scenes look at common pitfalls when implementing an automation strategy, along with the factors that contribute to a well-integrated and seamless bot plan. Whether you’ve already got a stellar in-house team or you want to take advantage of LivePerson’s Automation as a Service (AaaS) to expedite your plans, this session will help you set your AI program on the right track with the right mindset.
Session C: Operationalising your Conversational strategy
Whether you’re mapping the operational requirements to introduce Conversational AI and messaging into your business, or simply in need of an operational health check, LivePerson’s transformation experts as we take a look at LivePerson’s operational IP — the crucial component of a successful Conversational program. We’ll walk through best practices related to operationalizing your Conversational implementation and discuss messaging operations, KPIs, and leveraging new dashboards.
Session D: Partner session: Scaling WhatsApp
Get first hand insight from WhatsApp on their current and future plans for conversational marketing, proactive outbound and service at scale. Dive deeper into your own plans of going Conversational with WhatsApp and get your questions answered there and then.
Session E: Automation and Contact Centre as a Service
Meet the LivePerson managed services team in charge of millions of conversations across the globe. From fast food restaurants to luxury retail, telecoms to financial services, discuss how you want to accelerate your plans and create the blueprint to launch any part of your Conversational strategy within weeks.
Main sessions
1:30 pm – 6:15 pm
Hear from brand leaders on their successes, learnings, and future plans with Conversational AI. Throughout this interactive programme, you’ll have opportunities to ask questions to our speakers, discuss learnings with your peers, and share your own ideas with the group.
1:30 pm – 2:00 pm
Registration
2:00 pm
The Vision for Conversational AI
rob locascio • ceo, liveperson
2:40 pm
Burberry: Turning a cost centre into a revenue centre with Conversational AI
Darren Degiorgio • Director, Global Customer Service, Burberry
Christie Dahmen • Senior Marketing Director, LivePerson
3:10 pm
Break: Have a snack, connect with peers, and explore our demo stations
3:30 pm
United Airlines: AI built for the world’s best airline
Bryan Stoller • Global Head of Customer Care, United Airlines
Melanie Longdon • SVP, Transformation, LivePerson
4:00 pm
HSBC: How messaging became part of our DNA
Nathan Pearson • Head of Conversational Banking, HSBC
Andy Kingston • Head of UK Customer Service Strategy & Transformation, HSBC
4:40 pm
Break: Have a snack, connect with peers, and explore our demo stations
5:00 pm
Virgin Media: How automation increased digital sales conversions by 42%
Chris Huggins • Senior eCommerce Leader, Virgin Media
5:30 pm
Flutter Entertainment: Efficiency and NPS with messaging & AI
Richard Clarke • Managing Director, Paddy Power
Dan Heap • Director of Automation, Paddy Power
6:00 pm
Closing remarks
LivePerson
Reception
6:15 pm – 9:00+ pm
Continue the conversation and connections you’ve made throughout the day over drinks and delicious canapés.