Automation, AI and Robotics Forum Event Guide

AUTOMATION AI AND ROBOTICS THURSDAY 4 APRIL 2019 WATERLOO PARK PLAZA I LONDON

Automation & Artificial Intelligence Will Transform Engagement How Organisations are Implementing Technology to Drive ROI and Growth The use of new technologies is having a profound impact on how we interact with our colleagues and customers and nowhere is this change more marked than developments in the world of Automation and Artificial Intelligence.

08:15

Registration & Coffee

09:00

Chair's Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

09:10

Delivering The Business Value of AI Brian Manusama, Research Director, Customer Strategies and CRM, Gartner Research

09:40 Vodafone Case Study: The Digital Journey - Bringing People and Technology Together to Drive Digital Transformation Abby Thomas, Global Head of Customer Operations, Vodafone Business 10:00

10:20

News UK Case Study: AI in CRM - Creating and Protecting Customer Value Mike Migliore, Head of Customer Value, The Times and The Sunday Times Leathwaite Case Study: The Talent Quest for Pragmatic Disruptors: IQ V. EQ Amy Mitchell, Director, Leathwaite

10:40

Coffee and Networking

11:00

Montash Case Study: Brands are Made for People and Will Always Need People Nandip Aulak, Head of Marketing, Montash

11:20

Verco Global Case Study: Using AI and Automation to Solve The Energy Efficiency Challenge Tim Kay, Commercial Director, Verco

11:40

Panel Debate - Future of Automation AI and Robotics

12:40

Fidelity International Case Study: Digital Ethics Made Simple Charles Radclyffe, AI Programme Director, Fidelity International

13:00

Lunch and Networking

14:00

Managing Cognitive Automation and AI: The Smart Actions of Leading Companies Leslie Willcocks, Professor in Technology Work and Globalization, London School of Economics and Political Science

14:30

Veolia Case Study: Implementing Intelligence to Transform Customer Engagement Stuart Stock, Chief Information Officer, Veolia

14:50

Multichoice SA Case Study: Critical Conversations on The Road to AI Adoption Mergan Velayudan, Technology Strategy Senior Manager - Tools Development & Analytics, Multichoice SA

15:10

Taylor Vinters Case Study: Disrupting The Legal Services Market Peter Finding, Partner, Taylor Vinters & Tim Pullan, Founder & CEO, ThoughtRiver

15:30

Coffee and Networking

15:50

Implications of Robotics and AI on The Defence Sector Asif Anwar, Director - Strategic Technologies Practice, Strategy Analytics

16:10

Marks & Spencer Case Study: The Introduction of RPA in M&S - Our Approach, Focus on Data Governance Considerations and Lessons Learned Phil Jones, Data Governance Manager, Marks & Spencer

16:30

Kiwi.com Case Study: How The Voice AI Helped Kiwi.com to Sustain Extensive Growth Eliska Dockalova, Head of CS Innovations, Kiwi.com

16:50

Chair's Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

17:00

Event Close

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30 APR 2019 LONDON

08:1509:00 09:0009:10

AUTOMATION AI AND ROBOTICS Registration and Coffee

@EngageCustomer #EngageForums

10:0010:20

Chair's Opening Remarks

The Times and The Sunday Times are recognised leaders in customer relationship management, but like most companies struggled to reach “CRM Nirvana:” getting the right content/products to relevant consumers at the right time. This presentation covers how The Times invested in AI, taking several steps closer to this goal and reviews what AI did for both the bottom line and customer experience.

Mike Migliore is a senior business strategist with expertise in CRM, CVM and product strategy. He is currently Head of Customer Value at The Times and The Sunday Times, where he oversees all subscriber marketing, churn and revenue management activity. Previously, Mike worked at Cellcast UK, where he managed the customer relationship management and content creation teams.

Delivering The Business Value of AI Brian Manusama, Research Director, Customer Strategies and CRM, Gartner Research AI promises to be one of the most disruptive and innovative classes of technologies during the next 10 years, but that alone does not guarantee success. Many enterprises are struggling to generate value and the extravagant hype, unrealistic expectations and extremely poor choices are creating a deepening skepticism. To succeed, enterprises can apply real-world AI experience to prioritise value cases and adopt the leading practices of those charting the course.

09:4010:00

Mike Migliore, Head of Customer Value, The Times and The Sunday Times

Martin Hill-Wilson, Founder, Brainfood Consulting Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker.

Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

09:1009:40

News UK Case Study: AI in CRM - Creating and Protecting Customer Value

10:2010:40

Leathwaite Case Study: The Talent Quest for Pragmatic Disruptors: IQ V. EQ Amy Mitchell, Director, Leathwaite

Brian Manusama is a Research Director in Gartner Research.

His research focuses on customer strategies and technologies, with an emphasis on CRM, customer service disciplines, customer self-service and customer experience.

He also researches customer engagement centres, smartmachine technologies and business intelligence strategies.

Mr. Manusama has more than 25 years of international experience, with 20 years in CRM applications, contact centres/customer engagement hubs and field service in the European market.

AI adoption is only in its infancy yet is fast-becoming one of the most hotly debated subjects within the ExCo and Talent Acquisition functions. Who are our competitors hiring? Which sectors are leading the way? Do I need execution specialist or a visionary? Do I need a disrupter or a conformist? The quandary being faced by your company is indicative of a global predicament when the subject of AI talent is raised: Who do we need? How do we apply them?

And most importantly, where do we find them? Amy Mitchell, a Director leading Leathwaite’s global Technology Practice, will provide the latest insight into this highly volatile and rapidly evolving talent specialism.

Vodafone Case Study: The Digital Journey Bringing People and Technology Together to Drive Digital Transformation

Amy is a Director leading the Financial Services CIO Practice for Leathwaite globally. She specialises in appointing heads of technology, spanning AI/machine learning, blockchain, cloud, data, engineering, information security and procurement, with a focus on diversity.

Abby Thomas, Global Head of Customer Operations, Vodafone Business At Vodafone, we believe that customer experience is the only sustainable way to differentiate. The role of Vodafone Business is to connect the world’s biggest companies. We also need to support some very diverse products, from Internet of Things to Cloud & Security, to a plethora of fixed line and mobile solutions. To do that we need to operate 24/7, across the globe, supported by a world class technology suite but also a world class team. In order to achieve this mission, three years ago, Vodafone embarked on the EVE programme; a multi-national digital transformation programme designed to enhance our customer and employee digital experience and to provide a scalable platform for the future. Our service is getting closer to zero touch for customers and our agents now have one screen and can access everything they need to within three clicks.

Abby Thomas leads Customer Operations for Vodafone Business, providing digital and frontline support for Vodafone’s multi-national customers, across a product portfolio that includes Internet of Things, Cloud and Security, and connectivity. Abby’s mission is to deliver a world class customer experience across digital and deskbased channels. To this end, Abby has led cultural and digital transformation programmes to drive service excellence, ensuring that Vodafone is bringing the best that people and technology can offer, to our global customer base.

10:4011:00

Coffee and Networking

11:0011:20

Montash Case Study: Brands are Made for People and Will Always Need People Nandip Aulak, Head of Marketing, Montash AI is valuable and enhances a brand but cannot replace it.

There are new fears about the robotic revolution replacing all jobs. But can robots understand irrational thought, offer an excellent customer service, problem solve, or be truly creative? People thrive when around other people, trust is built on human interaction and authenticity is at the core of that.

Nandip, has led the way in creating the brands, website, marketing strategy, culture, and vision for organisations. She brings over 15 years marketing experience working across multiple industries on both client and digital agency side.

She brings a broad set of branding, digital and strategic marketing skills that contribute to execution of our authentic brand. Identity. Her ethos is that the user, client and employee value proposition is essential to the success of a business and a brand.

AUTOMATION AI AND ROBOTICS

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11:2011:40

Verco Global Case Study: Using AI and Automation to Solve The Energy Efficiency Challenge Tim Kay, Commercial Director, Verco

14:0014:30

Identifying and delivering commercially-viable energy efficiency projects is a challenge that demands time and investment. Many organisations have done the basics but struggle to get beyond the fundamentals of lighting upgrades and variable speed controls. Verco has lead the way with supporting organisations beyond the basics of energy management, often delivering more attractive financial returns in the process. Building on our years of industry and software experience, we are now applying machine learning techniques to develop an energy efficiency bot.

Fidelity International Case Study: Digital Ethics Made Simple

Technology influences almost every aspect of our lives, and technology firms have such enormous reach, power and control over us – yet seem shy of being able to have a conversation with us about the world we want to create. In the modern world, the only channel for us to explore ideas about Digital Ethics is Science Fiction – which is philosophy in fancy dress. After 3,000 years of philosophical thought – is time running out for philosophers? How do firms need to think and act differently in order to avoid potential reputational ruin. Will Digital Ethics be the downfall of Silicon Valley just as Regulatory failure was the downfall of Wall Street?

In my career so far I’ve built and sold three tech companies.

In-between I have consulted to large Financial Services organisations on Emerging Technology. Outside of my dayjob, I advise organisations on how to develop a strategy of ethical implementation of AI, Automation and Robotics as well as speak at events on this subject, co-host a soon-to-bereleased podcast, and write a blog on the ethics and societal impact of emerging technology. I’m passionate about entrepreneurship which I see as the activity by which a person strives to become all they can be while on a mission to make a positive change to the world.

13:0014:00

Lunch and Networking

Leslie Willcocks, Professor in Technology Work and Globalization, London School of Economics and Political Science

Leslie has a global reputation for his work in robotic process automation, AI, cognitive automation and the future of work, digital innovation, outsourcing, global management strategy, organisational change, IT management, and managing digital business. He is co-author of 60 books on these subjects, and has published over 230 refereed papers in journals such as Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, Journal of Management Studies. His work appears regularly in media outlets such as Forbes magazine, HBR Online. He is a regular keynote speaker at international practitioner and academic conferences, and has been retained as adviser and expert witness by major corporations and government institutions in the UK, USA, Europe and Australia.

Panel Debate - Future of Automation AI and Robotics

Charles Radclyffe, AI Programme Director, Fidelity International

Managing Cognitive Automation and AI: The Smart Actions of Leading Companies

Leslie P. Willcocks is Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. At LSE he heads the department of Management’s research into outsourcing, automation and blockchain technologies. He is Editor-inChief of the Journal of Information Technology. Previously he taught at Oxford University for nine years. His doctorate is from University of Cambridge.

Tim has a detailed knowledge of the challenges faced and solutions available in the manufacturing sector and leads Verco’s product development programme to meet these present and future needs. Tim has worked internationally supporting a range of global manufacturing organisations, including projects in the UK, Europe, US, Africa and Asia. He has worked with over 200 sites to deliver monitoring solutions and utility reduction projects.

12:4013:00

APR 2019 LONDON

Drawing on a research base of over 200 deployments, Leslie will focus on case studies of organisations successfully adopting advanced cognitive automation and will discuss how the technologies are used, the key emerging challenges faced and the smart actions needed to achieve business value.

Tim is Commercial Director at Verco and a leading technical advisor on energy efficiency in the manufacturing sector. He works with organisations solving complex challenges to understand, identify and implement a range of solutions which deliver operational cost savings and a tangible contribution towards carbon reduction targets.

11:4012:40

30

14:3014:50

Veolia Case Study: Implementing Intelligence to Transform Customer Engagement Stuart Stock, Chief Information Officer, Veolia We all know that with more and more information consistently available, companies are turning to analytics solutions to drive better decision making and Veolia is no exception. In arguably one of the most important industries today, the environment (consisting of energy, water and waste) Veolia continues to develop a range of advanced analytic solutions across the business to effectively enable us to continue resourcing the world. Stuart's presentation will showcase examples of how we have positioned the importance of intelligence within Veolia.

After graduating from University Stuart worked in a Pharmaceutical company and became a qualified CIMA accountant. He joined Veolia 15 years ago in finance and within 3 years of joining Stuart transitioned to focus on data analysis and started a national Business Intelligence team, with a vision to improve the financial performance of the business using insight and intelligence from an operational perspective. Subsequently, he became responsible for the transformation of the business systems within Veolia that provided the source to his data strategy, resulting in wider IT leadership roles and responsibilities.

In January 2017 Stuart become CIO for the UK & Ireland and his team are on a new journey to express Veolia’s digital strength focused on four main deliverables; To improve the customer journey and experience; To improve the working life of a Veolia employee; To streamline processes and enhance insight with data to improve operational efficiency and financial performance; and also to deliver new digital services.

30 APR 2019 LONDON

14:5015:10

AUTOMATION AI AND ROBOTICS Multichoice SA Case Study: Critical Conversations on The Road to AI Adoption Mergan Velayudan, Technology Strategy Senior Manager Tools Development & Analytics, Multichoice SA

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15:5016:10

15:1015:30

Asif Anwar’s focus at Strategy Analytics includes supporting the defence industry from platform and systems integrators, sub-system suppliers, software vendors and component and semiconductor technology providers. Mr. Anwar has a B.Eng Honours degree in Chemical Engineering, and is a member of the IEEE as well as the IChemE.

16:1016:30

In recognition of the need to remove process inefficiencies, improve data quality and to free up colleagues to perform more interesting and added-value activities, M&S have explored the potential of Robotic Process Automation (RPA). I will share the approach that we followed, the synergistic relationship between RPA and data governance and the lessons learnt to date.

Peter Finding, Partner, Taylor Vinters & Tim Pullan, Founder & CEO, ThoughtRiver

Phil is a skilled and experienced business-facing manager with extensive experience in process architecture, technology and data governance. Throughout his career he has been tasked with finding innovative ways of resolving business problems, with a focus on delivering pragmatic, sustainable solutions with measurable benefits. As the Group Data Governance Manager for Marks & Spencer he has established a data governance strategy and implemented a governance framework in order to ensure that data is of the requisite quality, whilst always protecting customers’ and colleagues’ data rights. He is currently specialising in the adoption of Robotic Process Automation (RPA) into M&S.

The legal services market is behind the times. Taylor Vinters and ThoughtRiver are working to change this. Our view is that legal tech is not all about the tech itself – it’s also about re-thinking aspects of what we call legal practice today. We’ll use the narrative of Taylor Vinters’ experience in using and exploring AI and automation, alongside the people that are core to our business, and ThoughtRiver’s own innovation, research and commercialisation journey, to discuss how robotics can help restore humanity to the practice of law.

Tim is founder and CEO of ThoughtRiver, the intelligent contract analysis pioneer. He has 20 years’ experience as a lawyer and business executive helping some of the world’s largest companies with complex commercial projects and issues. A partner in EY’s UK law firm and then Lawrence Graham (now Gowling WLG) he joined consumer data company Experian in 2006 holding senior executive roles in UK and subsequently Asia Pacific.

15:3015:50

Marks & Spencer Case Study: The Introduction of RPA in M&S - Our Approach, Focus on Data Governance Considerations and Lessons Learned Phil Jones, Data Governance Manager, Marks & Spencer

Taylor Vinters Case Study: Disrupting The Legal Services Market

Peter is an international employment lawyer – supporting businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients say they appreciate his feel for managing sensitive reputational and commercial issues, not just the legal detail.

Peter joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia since qualifying in England in 2009. He provides strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services.

Asif Anwar, Director - Strategic Technologies Practice, Strategy Analytics Strategy Analytics will look at the challenges and opportunities presented by the increasing use of robotics,in the form of unmanned systems in the defense sector, and what implications this has for the implementation of machine learning and AI. We will also discuss the impact of a contested and congested RF spectrum of operations upon radar, electronic warfare and communications systems, and the role that AI will play to provide differentiation on the battlefield.

Make no mistake, AI will have an impact on people at every level of your organisation with reactions ranging from excitement to anger and despair. The question is – do you wait for the impact before planning your response or do you take the lead and prepare yourself and your people for the inevitable difficult conversations required when embarking on the AI journey. This talk will focus on those key conversations required to prepare for, implement and benefit from an AI-focused organisation.

I’m a product delivery specialist with over 16 years’ experience in building innovative, relevant and engaging products. I’ve worked in development, QA, process improvement, product and project management (Certified as ISTQB Test Manager, Prince 2 Practitioner, PMP, Scrum Master and Scrum Product Owner). At Multichoice, I manage internal product development – building solutions that drive efficiency within the Technology division. I’m heavily involved in machine learning (computer vision, natural language processing), cloud migration and data processing and visualisation – in general, evaluating and implementing new technologies and building innovative products that help the company transition into the internet age.

Implications of Robotics and AI on The Defence Sector

16:3016:50

Kiwi.com Case Study: How The Voice AI Helped Kiwi.com to Sustain Extensive Growth Eliska Dockalova, Head of CS Innovations, Kiwi.com Having experienced an extremely fast company growth within past 4 years; from a few of dedicated individuals to over 2500+ employees and growing, the need to automate more became the prime focus in order to sustain the increase in incoming volumes whilst keeping in mind the customer experience focus.

Having spent over 10 years within the Customer Experience area of hospitality, travel and private aviation industries and currently leading the Kiwi.com’s Innovations team, Eliska’s main focus in on bringing improvements within the customer support products & processes areas with the main aim of increase in efficiency and automation whilst bearing in mind the Kiwi.com’s main focus: making travel better for our customers.

16:5017:00

Chair's Closing Remarks

17:00

Event Close

Martin Hill-Wilson, Founder, Brainfood Consulting

Coffee and Networking

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