XCHANGE 2018

HIGHLIGHTS

LONDON

• ARTIFICIAL
  INTELLIGENCE
  & MACHINE LEARNING

  Customer Experience is fast becoming the basis upon which businesses are developing their present and future competitive advantage, fueled primarily by digital innovation. From Chatbots to automation, artificial intelligence and machine learning helps brands learn more about their customers to enhance personalization and deliver products and services on their customers’ terms. A new level of data analysis across all forms of data is needed; its need is to fuel new differentiated digital customer experiences. We will explore the benefits of artificial intelligence and machine learning, how these technologies are reshaping Customer Experience – deepening how brands can leverage artificial intelligence and machine learning to make customer experiences better.

• AUTOMATION
  

  What do consumers think of automation technology in their everyday lives? What factors define their attitudes and openness towards technology that transforms customer experience? And how are businesses responding to this opportunity? “Automation” refers to the variety of ways technology can be employed to make a process or task simpler (quicker, better) by reducing the number of steps or actions required by the user. Often this can mean taking many activities out of the hands of consumers and turning them over to “the machines”. Understandably, this sometimes leads to resistance and even fear, amongst not only consumers, but also employees. To put the potential of automation technology to best use, it’s not sufficient just to be able to deploy the latest available tools and techniques - organisations must also properly understand their customers’ personas, missions, and key decision criteria. At the Reply Xchange, we’ll share insights on the Automation opportunity from research commissioned by Reply as well as from work we have done with clients across sectors.

• CLOUD
  COMPUTING

  Due to the competitive market, companies have to be more innovative now than ever before. Cloud management platforms help organisations manage the complexity whilst Cloud Brokerage solutions will enable a range of new opportunities for companies to provide B2B and B2C services, and to explore new revenues streams to extend their value chain. ‘Serverless’ or Function as a Service will allow Enterprises to utilise hosted services to develop, run, and manage applications without the cost, complexity and delay of building and maintaining the infrastructure. To operate such a scalable and innovative platform, cloud providers will need to automate almost every single process ensuring they are robust and that efficiencies can be gained whether increasing, decreasing or simply migrating data. Find out the next generation of cloud computing at this year Reply Xchange.

• FINTECH

  Digitalisation means a fundamental shift in the way banks approach their customers and how the customer relationships are built. By embracing digitalisation, financial institutions can provide a better customer experience and enhance customer services. The session will explore opportunities from emerging technologies like Blockchain, Datarobotics, Machine Learning, Natural Language Processing, IoT, to more mature technology embedded in core banking and data management systems. The session will discuss how technology can improve both sides of the all-important cost to income ratio: enhancing the customer journey to generate higher revenues, as well as how financial institutions can embrace practical technology opportunities to generate further cost savings.