When: Tuesday, October 5
Where: 8 Northumberland | 8 Northumberland Avenue, London WC2N 5BY, United Kingdom
3:00-3:30 PM Welcome, Clarabridge
3:30 – 4:00 PM Lloyds Banking Group Customer Presentation, Gerald Pullen, Product Owner, Intelligent Automation, Lloyds Banking Group
4:00 – 4:30 PM Empathy: Skill Building Tips to Nail CX, Adrian Swinscoe, CX Thought Leader and Author
4:30 – 5:00 PM Turn Your Call Center Into a Customer Experience Hub, Kathrin Bohnert, Senior Manager of Customer Experience, LogMeIn
5:00-5:30 PM Clarabridge Deep-Dive
5:30 -7:00 PM – Networking Reception, Old Billiard Room and Annex, 8 Northumberland
CX Thought Leader
Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses. Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX.
Lead Product Owner, Digital & Intelligent Products Lab, Lloyds Banking Group
Senior Manager of Customer Experience, LogMeIn
In 2017 Kathrin was announced as Manager Customer Experience & Intelligence Customer Care with the task to build that function to put the Customer in the center of how LogMeIn (Customer Care) operates. Since that point she has built out the Customer Action Team program, which brings various functions together for each of the product lines to identify and prioritize customer painpoints that need to be addressed. The implementation of Clarabridge as on omni-source customer listening platform, which she has been responsible for, is playing a key role for those teams and continuously feeds them with new insights and helps them monitor improvements.
Chief Product Officer, Clarabridge
Fabrice Martin is the Chief Product Officer at Clarabridge. Fabrice brings over 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales, with specific domain expertise in SaaS/PaaS, data visualization/discovery, business intelligence, and analytics for marketing and contact center operations. Fabrice holds a Computer Engineering degree from ITESM CEM in Mexico and an MBA from Georgetown University.