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cx-tech CONFERENCE & SHOWCASE Technology Transforming Customer Experience

CX Technologies: The Future,The Near Future & Now

Join us and discover the technologies that will transform every aspect of your CX; how you design it, how you deliver it and how you analyse its impact on your customers and business. Our 1 day Conference and Showcase will evaluate what’s new, what’s working and what’s coming next in a technology transformation that’s connecting companies with customers like never before. VIEW PROGRAMME   PODCAST

Co-Located with 

Thought leading Conference Agenda and Innovation focused Solutions Showcase


One Day

Find everything you need to fuel your CX transformation in one day, under one roof.

Top agenda

Join a focused conference that investigates the impact of technology on every area of CX.

Real World

Hear case studies and lessons learned from companies that are really making headway on the CX transformation journey.

Hands on Showcase

Meet the vendors and see the technology that can change everything for you and your customers

Conference Agenda Summary to-date


08:45 Registration & Continental Breakfast

09:15 Chairs Welcome, Mike Havard, CXtech Chair, more.. and Anton Fishman, AI& Robotics Chair, more…

09:30 – 11:00 Plenary Debate Defining Our FutureModerated by Anton Fishman and Mike Havard

AI technologies are re-shaping our future. It’s up to us to determine whether they enhance our lives or diminish them. The opening plenary for CXtech and AI & Robotics conferences start with three of the world’s most respected minds in AI, business change and technology/human interaction will come together to put the case for a positive AI-enabled future. They’ll consider how AI could impact the business operations, world economies and human life for good or ill and, eschewing doom laden prophecies and idealised dreams, investigate what we can do to ensure technology remains humanity’s life enhancing servant – not its master. The Defining Our Future Debate will be moderated by change management specialist Anton Fishman and customer management expert, Mike Havard. It will kick-start two high-octane technology focused business conferences:

Less talk, more action: How businesses can harness AI to transform their profitability and re-shape our world
Daniel Hulme , CEO of Satalia and Director of Business Analytics MSc at University College London, more…

AI and the human experience: Will humans be superseded by the technologies they’ve created?
Dr Chris Brauer , Director of Innovation at Goldsmiths University and Founder of the Centre for Creative and Social Technologies, more…

Yes it is a brave new world: The economic and technological singularities – and how to survive them
Calum Chace, Futurologist, journalist and best-selling author, more…

11:00 Coffee and Solutions Showcase

11:30 – 13:00 CXtech Keynotes:

Opening Keynote: “The key strategic and technological trends that will transform the customer experience by 2020”
Manuela Pifani, MD, CXellence Consulting , more…

Case Study: It really is about the customer journey. How the UK’s favourite value-for-money transport provider is using digital technologies to keep customers onboard
Vinay Parmar, CX & Digital Director , National Express, more…

Panel Debate: Automation at any price. In the rush to save money are we damaging customer experience?
Panellist to date: Doug Overton, Vice President, Consulting and Insight, Praxidia, more…

13:00 – 14:00 Lunch & Solutions Showcase

14:00 – 15:30 Stream 1 Chair: Mike Havard, Stream 2 Chair Martin Hill-Wilson 

Stream 1 Digital Automation. Chatbots and Virtual Assistants:

Canny Valley: New thinking on chatbots and robots in customer care
Nicola Strong, Managing Director, Strong Enterprises, more...

Supercharge your chatbot. How to unlock the true potential of conversational interfaces
Andy Peart, Chief Marketing & Strategy Officer, Artificial Solutions, more…

Digital CX & the contact centre: AI, chatbots, live chat & knowledge management
Chris Ezekiel, Founder & CEO, Creative Virtual, more…

Panel Debate: Chair, Ann-Maire Stagg, Chief Executive, Call Centre Management Association

Stream 2 CXtech and Innovation

‘It’s the gig economy, stupid’. How gig workers, AI and crowd platforms can transform your customer experience
Francesca Rea, Customer Service Director, NewDay and Megan Neale, Founder, Limitless Technology, more..

Let’s get emotional. Find out how customers feel in the new VOC revolution
Morris Pentel, Chairman, Customer Experience Foundation, more…

Play the game to win. How virtual reality, gaming and analytics can engage employees of the smartphone generation and boost CX
Krister Kristiansen, Managing Director, Attensi UK, more…

15:30 Refreshments and Solutions Showcase

15:50 Stream 1 Chair: Mike Havard, Stream 2 Chair: Martin Hill-Wilson

Stream 1 Technology for Transformation. Reinventing CX for business advantage:

easyJet Case Study: From easy to effortless, how Europe’s best value airline is driving CX and operational excellence through digital technologies
Ian Cairns, Customer Director, easyJet, more…

Transforming your culture: how to make your tech decisions customer-centric
Maria Semykoz, Workplace Analytics Architect, Gallup, more…

Why a platform strategy is key to improving customer experience
Tim Hughes, Digital Transformation & Customer Experience Director, Tata Consultancy Services, more…

Stream 2 The Economics of CX Automation:

Mind the reality gap. The difference between what vendors promise and their clients achieve
Peter Ryan, Founder and Principal, Ryan Strategic Advisory, more…

Who pays the robot (and does the robot pay)? The economics of CX automation
Mark Hillary, writer, blogger and analyst focused on new technology and the future of CX  more…

Stream 2 CXtech & Social Media

Debate – Social hit vs PR faux pas. Can you engage with customers over social or are you just messing around in their space?
Chair: Martin Hill-Wilson, more…
Bian Salins, Head of Social – Digital, TSB, more…   
Rohan Midha, Co-founder and Managing Director, PMYB, more…

17:20 Solutions Showcase, Networking & Drinks reception

View Programme

2018 Speakers to date include:

Rohan Midha

Co-founder and Managing Director, PMYB

Clara Durodié

Chair, Cognitive Finance Group, AI technology strategist

Mark Holmes

CEO & Founder, Waymark Tech

Peet Denny

Chief Technology Officer, Wealth Wizards. FinTech, AI, Robo Advice

Aric Whitewood

Founding Partner at WilmotML

Tom Castle

Director, Artificial Intelligence, RBS

Francesca Rea

Director of Customer Service & Service Delivery, NewDay

Doug Overton

Vice President, Consulting and Insight, Praxidia

DR Peter O’Neill

Senior Lecturer, Sheffield Hallam University

Morris Pentel

Chairman CX Foundation

Krister Kristiansen

Managing Director, Attensi UK

Manuela Pifani

Founder & MD, CXellence Consulting

Matt Rogan

Chairman, Two Circles

Megan Neale

Founder, LIMITLESS Technology

Ben Scott-Robinson

Co-Founder, The Small Robot Company

Stefano Perego

Head of UK Customer Fulfillment, Amazon

Vinay Parmar

CX & Digital Director , National Express

Sue Daley

Head of Data Analytics and AI, techUK

Peter Ryan

Principal at Ryan Strategic Advisory

James Brindley-Raynes

Global Product Manager, HSBC

Bian Salins

Head of Social – Digital, TSB

Dr Andy Pardoe

Director for Artificial Intelligence at Accenture Digital & Founder of Informed.AI

Tim Hughes

Digital Transformation & Customer Experience Director, Tata Consultancy Services

Ian Cairns

Customer Director, easyJet

Martin Hill-Wilson

Founder, Brainfood Consulting

Maria Semykoz

Workplace Analytics Architect, Gallup

Dr Chris Brauer

Director of Innovation, Goldsmiths University, Founder Centre for Creative & Social Technologies

Calum Chace

Futurologist, journalist and best selling author

Daniel Hulme

CEO Satalia, Director of Business Analytics MSc at UCL

Anton Fishman

Managing Director, Fishman & Partners Ltd

Alistair Shepherd

Founder & President, Saberr

Chris Ezekiel

Founder & CEO, Creative Virtual

Nicola Strong

Managing Director, Strong Enterprises

Ann-Marie Stagg

Chief Executive, Call Centre Management Association

Andy Peart

CMO, Artificial Solutions

Miranda Sharp

Director Innovation, Ordnance Survey

Mark Hillary

Writer, Blogger, Analyst on tech/globalisation/future/cx

Mike Havard

Director, Ember Services

Prof Nigel Crook

Head of Computing and Communication Technologies, Oxford Brookes University

Showcase – Touch it and see…

In our Solutions Showcase leading edge vendors and innovators will demonstrate the technologies they have available today, and reveal their roadmaps for future innovation.  It’s your opportunity to evaluate solutions, find innovation and formulate buying decisions. Because CXtech covers every aspect of CX – from design to delivery and analysis – you’ll find relevant solutions,                                                                                                  irrespective of your industry sector or area of operation.

  • CX design via any channel and at any touch point
  • CX delivery in service, sales or community building
  • Operational design and implementation for contact centres or digital delivery
  • Analysis of CX and its impact on customer engagement or business performance

From trying out the latest AI applications, to meeting the service delivery robots and bots, to testing operational platforms and applications; you’ll have the opportunity to shake hands and kick tyres.

Coming….?    Why wouldn’t you?

CXtech gives CX decision makers one day to accelerate their understanding and access transformative technologies. It’s aimed at everyone that’s making key decisions about their organisation’s customer experience; how it’s designed, how it’s delivered and how its impact is understood.

So, if you’re involved in…

  • CX design via any channel and at any touch point
  • CX delivery in service, sales or community building
  • Operational design and implementation for contact centres or digital delivery
  • Analysis of CX and its impact on customer engagement or business performance

…for your organisation, CXtech is for you.

Whether you’re responsible for…

  • CX innovation and service creation
  • CX delivery and operational effectiveness
  • Technology selection and investment

…you’ll get insights to help you achieve your remit.

At a Glance

Key Information:

  • Date: Friday 12 October 2018
  • Time: 9:00 – 19:00
  • Venue: etc venues, 155 Bishopsgate, London
  • Conference
  • Solutions Showcase
  • Live Demonstrations
  • Networking Functions
  • Plenary Speakers
  • 2 Streams
  • 40+ Speakers
  • Panel Debates
  • Case Studies, including easyJet, Amazon, National Express, TSB, TCS
  • Panel Debates
  • Estimated attendance 400+
  • Co-located with AI & Robotics: The Main Event
  • All delegate fees include:
    • refreshments
    • lunch
    • networking and drinks reception
    • access to both events
    • access to presentation slides
    • printed event guides


Venue: 155 Bishopsgate, London EC2M 3YD

We’re turning 155 Bishopsgate’s venue into a connected event environment that lets you move seamlessly between our conference and Solutions Showcase; where there’s plenty of room to meet, greet, share experience and talk business. And, of course, there’s a focus on connectivity.  Superfast wifi and exceptional business services mean you’ll never be out of touch with your world. 155 Bishopsgate, London, is located next to Liverpool St. Station in The City of London. 


If you’re a technology vendor active in any area of the customer experience field, talk to us about the benefits of partnership.   There’ll be opportunities to showcase your solutions, share your thought leadership and network with our invited audience of industry decision makers.

Showcase Demonstrate your solutions in our Industry Showcase. We’re creating an environment where you can show your systems in action as well as meet and greet potential buyers.
Thought leadership While our conference plenary is reserved for independent industry experts, we’re creating partner streams and workshops where you can share your insights, experience and industry commentary.
Network Throughout the day – and especially at our evening drinks reception – you’ll be encouraged to interact with our audience, making connections that will enhance your business. You’ll even be able to invite and entertain your own valued customers and prospects at discounted rates.


Get in touch to discuss any aspect of CXtech, whether you’re interested in attending, speaking or eager to partner or just want to talk tech, Christina would love to hear from you: Christina Wood – Connect Business Media Phone: +44 (0) 1483 614451 Mobile: + 44 (0) 7775 942252 Email: [email protected] CXtech is brought to you by Connect Business Media, a business media organisation with a reputation for creating mould-breaking events that challenge traditional thinking and overturn established formats.  With more than 30 years’ experience, the Connect team has managed national and international events on every continent on AI and advanced technologies, customer experience, outsourcing and employee engagement.  Our events connect audiences in new ways, opening up opportunities for discussion and debate that foster innovation and business growth.