INNOVATE UK 2019

Agenda

  • Wednesday, October 16, 2019
  •  
    9:00 AM  -  9:30 AM
    Registration and Breakfast
    9:30 AM  -  10:00 AM
    Digital Transformation Made SMARTer
    Smart Communications Chief Customer Officer Neil Greathead welcomes attendees to INNOVATE 2019 and sets the stage for an exciting day of learning how to make digital transformation SMARTer!
    10:00 AM  -  11:00 AM
    Keynote: Digital DNA: Building a Future-Proof, Digital Business
    Dhiraj Mukherjee, co-founder of Shazam and experienced digital business executive and entrepreneur will offer insight into what businesses need to do today in order to rise above the competition in an increasingly customer-driven and digital world.
    11:00 AM  -  11:15 PM
    Networking Break
    11:15 AM  -  12:00 PM
    Empowerment Track

    During this session, we offer a combination of product-oriented best practices for attendees looking to get the most from the day-to-day use of our solutions, as well as business-focused sessions designed to help you plan for digital transformation and best-in-class customer conversations. Choose a track and then sit back, empower yourself and learn more!

    Empowerment Track 1: Upgrading Legacy for the Next Generation: In this session Hitesh Bhindi, Smart Communications Vice President of Professional Services will help you learn more about the benefits of moving beyond legacy systems in order to unlock the full potential of cloud-based technology and more modern customer communications platforms.

    Empowerment Track 2: Recent Enhancements to Scale the Conversation: Communications play a pivotal role in defining the customer experience. With leading consumer brands such as Google and Amazon setting the bar incredibly high, communications must be highly personalised and consistent—with both preferred channels and recent interactions reflected. This session, led by Geoffrey Niven, Vice President of Product Management and Chris Murphy, Sr. Director of Product Marketing for Smart Communications, will explore how this is possible via our Conversation Cloud framework and recent enhancements to the Smart Communications platform.

    12:00 PM  -  12:10 PM
    Networking Break
    12:10 PM  -  12:40 PM
    The Future is Simple
    Raja Singh, Vlocity’s SVP Products and General Manager of Insurance, will share how insurance carriers can drive towards simplicity by building the right teams, evolving to straight-through processing, and mandating a microservices-oriented architecture.
    12:40 PM  -  1:30 PM
    Lunch
    1:30 PM  -  2:00 PM
    Catering to the Digitally-Enabled Customer
    A key focus for AXA is ensuring an exceptional customer experience that considers details such as location and channel preference. In this session, David St. Clair, Head of UK Operations—Travel, will share how the company has invested in cultural shifts and digital transformation efforts, specifically enhancing their claims experience, in order to meet the needs of today’s customer throughout the entire journey.
    2:00 PM  -  3:00 PM
    The Road to SMARTer Conversations
    In this session Simon Tindal, CTO of Smart Communications will share upcoming plans for innovative product enhancements designed to deliver more meaningful, multi-channel, interactive customer conversations.
    3:00 PM  -  3:15 PM
    Networking Break
    3:15 PM  -  4:00 PM
    Empowerment Track

    During this session, we offer best practice breakout sessions, with a combination of product-oriented best practices for attendees looking to get the most from the day-to-day use of our solutions, as well as business-focused sessions designed to help you plan for digital transformation and best-in-class customer conversations. Choose a track and then sit back, empower yourself and learn more!

    Empowerment Track 1: Transforming Forms Interactions with Intelledox and Smart Communications: With Intelledox now part of the Smart Communications family, it’s even easier for your business to deliver meaningful next-generation conversations throughout the entire customer lifecycle—from acquisition to servicing, and every interaction in between. In this session you will learn how you can transform your static forms into digital, highly personalised and guided interactions that trigger a SmartCOMM process, so you can speed up and elevate your customer communications. We will also showcase how organisations like Chubb, Vanguard and Raymond James are using the Intelledox platform to remove friction and improve the customer experience in new account opening, onboarding, claims and other customer service processes.

    Empowerment Track 2: Transform the Underwriting Process to Empower Smarter, Data-Driven Decisions in Salesforce: Digital transformation is an evolution, not a journey with a distinct end. Companies do not head down the digital transformation path because it’s easy, but because they need to digitalise to stay competitive and scale with changing market and customer expectations. Through digitalisation, enterprises save time and money by simplifying processes, reduce risk, and improve the customer experience.  In this session, we will look at how Deloitte and Smart Communications have teamed up to digitalise paper-based transactions with Salesforce and SmartCOMM for Salesforce and bring outdated legacy processes into the modern age.

    4:00 PM  -  4:10 PM
    Networking Break
    4:10 PM  -  5:10 PM
    Stories from the Trenches: Smart Communications Customer Panel
    Today, nearly every company is on a digital transformation journey — some are just getting started, some are deep in the process and some are already reaping the benefits. In this session, Simplyhealth, M&GPrudential and National Australia Bank join Smart Communications’ Chief Revenue Officer Dave Towers on a customer panel to discuss how they are embracing digital to ultimately deliver exceptional customer experiences.
    5:10 PM  -  5:30 PM
    Closing Remarks
    5:30 PM  -  7:00 PM
    Reception
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