Smart Connections and Connected Business Expo logo

18 & 19 MARCH 2020


Ring Central: Sponsor of Keynote Theatre 4

Keynote Theatre 4: Sponsored By Ring Central

RingCentral is a leading provider of cloud-based global collaborative communications solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions.

Please note the below schedule is from the 2019 Smart Communications + Connected Business Expo. The 2020 schedule will be released closer to the event.

    • Wednesday

      Andrew Hall: Speaking in the Keynote Theatre 4

      10.15 - 10.45

      Andrew Hall

      Becoming Millennial Friendly - Exceeding The Customer Experience Expectations Across All Generations

      Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation. Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success. For long-standing businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity!

      David Moore: Speaking in the Keynote Theatre 4

      11.00 - 11.30

      David Moore

      Rise of the Robots! Are live agents necessary in the future?

      An examination of how and when conversational AI and Machine Learning should be used in Contact Centres – and when they should not!

      John Finch: Speaking in the Keynote Theatre 4

      11.45 - 12.15

      John Finch

      Customer Engagement in the Digital Era

      This keynote examines the technology and strategies needed to build truly integrated contact centre platforms helping organisations to benefit from connected services. We examine autonomous tools such as bots that can start to bridge the gap between different users and look at how collaboration is spreading beyond a human task to an activity that will require, and will often be driven by, smarter machine intelligence – to a future where outbound and inbound human to machine communication becomes the new normal.

      Dr Nicola Millard: Speaking in the Keynote Theatre 4

      12.30 - 13.00

      Dr Nicola Millard

      Chat, Tap, Talk: Trends shaping the future of the contact centre.

      Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

      Ben Pickering: Speaking in the Keynote Theatre 4

      13.15 - 13.45

      Ben Pickering
      Google Cloud

      Using the Right Technology & Culture to Unlock Innovation

      In this seminar, Ben will explore the new age of organisational communication and collaboration. He will talk about using the right technology and culture to unlock innovation, and share tips for engaging employees with change and embedding transformation.

      John Abel: Speaking in the Keynote Theatre 4

      14.00 - 14.30

      John Abel

      Making emerging technology simple to improve customer experience

      Last year John shared the importance of disruption in an industry and how to use public data to know the customer. John in 2019 will share how emerging technology is providing better ways to engage with customers. He will break down different emerging technology. So if you want to know more about AI, IoT, Chatbots and VCA''s in a business context then come along. John will provide business benefit and usage examples of the technology to make it easy to understand without being a technologist. Data is the way to drive business to future knowledge, but it must be transformed into information. In 2018 it was all about Glastonbury at the conference, now it is about Bees. Using an example of bio diversity and how emerging technology can enable engagement on a critical area is a very good way to share the power of large volumes of data.

      Matt Clare & Pak Ming Wan: Speaking in the Keynote Theatre 4

      14.45 - 15.15

      Matt Clare & Pak Ming Wan
      Mitel & Google

      Integrating AI into Customer Experience

      To stay competitive, businesses need to be willing to evolve and leverage the best, most innovative communications technologies to ensure their customer experience is more personalised and responsive. Machine learning and AI are revolutionizing the way contact centres operate, from self-service options to virtual agents and agent assist. Join us to hear first-hand from Matt Clare, Mitel and Pak Ming Wan, Google to discover how we are driving intelligent customer experiences.