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Stream 1
Game Plan Boost

The biggest changes in technology and culture today send ripples through the business world. In this stream, we look at the big sea changes for 2020 and beyond, and apply long-term thinking to your business whilst navigating through tech turmoil. Our goal: to boost your game plan with a solid strategy that will withstand the battering of disruption.

Stream 2
Hacking the Human

Humans are the most complex things on the planet: anticipating what they want and what they're going to do next is virtually impossible. We explore how AI can spot the patterns in your unpredictable human consumers, how to get consumers chatterboxing about your brand as well as maximising your human talent. 

Stream 3
Finding the Digital Optimum

We all sit somewhere on the digital continuum: tech giants are steaming ahead, while incumbents struggle to keep up. In this stream, we will close the gap between digital native companies and the rest, by finding that digital optimum for your business.


Stream 1
Data Power

Each industry sector is unique in its requirements for data richness. Yet information alone cannot deliver the levels of innovation or personalisation today’s customers expect.

The right culture is critical to unlocking data power. It separates the disruptive organisation, product or service from the rest. Building brilliant experiences for all requires a revolutionary, democratic approach to data.

Join our lively accelerator to engage those leading transformation, insight and analytics from all industries, and build a data culture with the power to change.

Stream 2
The Missing Link in CX

There has been no greater change than in the past 10 years, when it comes to delivering a frictionless interaction with your customers – from smart search to chatbots, assistants and RPA.

But there is an elephant in the room: where do you start with customer-facing knowledge? What automation is needed? What analytics should you use to decide? And how do you execute effortlessly?

Join our interactive accelerator which will examine the building blocks of first-class customer experience and give you the tools to execute it in your organisation.

08:20 - 8:50 Registration & Breakfast


08:55 - 09:00 Good Morning from Nimbus Ninety

09:00 - 09:30 Meet the Change-Makers

We meet some of the new kids on the block: a selection of the most exciting innovators with big stories to tell.

Steven Haag, Managing Director, Sonder
Ollie Purdue, Chief Product Officer, Bó

09:30 - 10:00 The New Smart

From ward to aisle, from health to wealth, from experience to Xperience... when it comes to innovation, the similarities between the public and private sectors are more prevalent than they seem. Two digital leaders with healthcare market experience across the EU discuss how business verticals need to learn from each other, in order to innovate at a huge scale with impact.
Richard Corbridge, Director of Innovation, Boots
Sarah Moorhead, Associate Director of Digital, Leeds Teaching Hospital NHS Trust

10:00 - 10:30 Break

10:35 - 11:15 Long Term vs. Short Term

The lifespan of a large company has collapsed, the saying goes, and organisations ride shorter but briefer waves before collapsing into the surf. How do you plan for the long term in a fast-paced environment? We hear from a strategy guru on thinking bigger picture.

Michel Masquelier, Chairman, IMG Media
James Tomkins, Chief Architect, Met Office

11:20 - 12:00 Your Customers Want Sustainability

 Schoolkids are striking off school; central London has been shut down with protests. Consumers are publicly shaming organisations that don’t align with sustainability objectives. How can you adjust your business to align with what your customers are calling for? We look at how to detox your supply chain.

Mark Jankovich, Founder and CEO, Delphis Eco
Charlie Curtis, Future4wards

12:05 - 12:45 The Business of Ethics in AI

Software is a tool which radically empowers anyone who uses it. But it’s also a tool to manage and control; AI can spot patterns in your underperformance and suggest improvements. How do you implement AI tools in the office without alienating human workers? What are the use cases?

Jessica Morley, AI Project Lead, NHSX
Robert Clifford, Senior Data Strategist, BAE Systems

10:35 - 11:15 The New Impatience

Find old films slower than you used to? Struggle to finish book chapters? Welcome to the new impatience. This is the fug of consciousness brought in by modernity. It has specific demands for your customer journeys, your interfaces, and for how you treat your customers.

Jonathan Phillips, Head of Connect, Penguin
Lauren Dick, Director of Business Development, MailOnline

11:20 - 12:00 The AI Experience

We live in a world of digital tailors: customers present their specific needs and expect them to be met with specific experience. Give your customers the specificity needed to hold their attention, with heightened analytics. In this session, we look at how you can use AI to personalise ahead of the crowd.

Evgeny Poberezkin, CTO, Threads Styling
Melinda Nicci, Founder and Managing Director, Baby2Body

12:05 - 12:45 The Chatterbox Brand

What did you do the last time you were excited about something? Did you tweet? Tell a friend? Tell the Facebook world? When excited by a brand story, consumers are your most powerful advocates. We hear from a brand who has harnessed the power of the Enthusiastic Consumer through digital and learn just how they do it.

Nicola Matthews, Tony’s Chocolonely

10:35 - 11:15 Agile or Fragile?

We know what happens with words like “agile”. They become fashionable, everybody follows suit, and people start doing it wrong. Double-check: are you doing agile correctly? And what are the ways you can be going beyond it?

Phil Scully, CIO, Costa

11:20 - 12:00 Max Out Your Machine Learning

Machine learning was ranked as the most disruptive technology for 2019 in this year's Digital Trends Report. More companies are implementing machine learning into their data strategy - soon, not having it will leave you far behind. We look at the most effective areas and methods for implementation, as well as scalability in mammoth companies.

Data Science Team, IBM

12:05 - 12:45 Achieving Sublime Efficiency

If you want evidence that humans are inefficient, look at emails. Think of the time people spend curating beautiful emails to satisfy our sensitive social brains. But is automating always more efficient? We look at the areas that are ripe for automation and those that aren’t.

Amitabh Ghatak, Chief Product Officer, Molo

12:45 - 13:45 Lunch

13:50 - 13:55 Welcome and introduction

13:55 - 14:10 How data produces new paradigms

Sunil Kumar, CDO VP, Barclays

14:10 - 14:25 What does a data-driven organisation really look like?

Steve Morrow, UK Country Manager, Tableau

14:25 - 14:40 Building a Data Nerve Centre: Death to PowerPoint

Richard Morley, Nerve Centre and Obeya Lead, Lloyds Banking Group

14:40 - 15:10 Data culture: driving disruption in your industry sector

● Are global organisations capable of a democratic approach to data?
● How do you get the ethical foundations of data practice right?
● Is regulation such as GDPR changing behaviours?
● What is the role of experimentation in building a data culture?
● What are the drawbacks of data-driven corporate cultures? Is data science in danger of
becoming a siloed, elite field?
● How do you balance short-term data goals with a long-term strategy?
● When and how has data been at the heart of generating new revenue?
● Is employee behavioural data an untapped resource?


13:50 - 13:55 Welcome and introduction

13:55 - 14:10 Finding the missing link in CX

Tim Porter, Founder and CEO, Kare Knowledgeware

14:10 - 14:25 Managing for Productivity: the customer-facing team

Darren Robertson, Lead Digital Analyst, Save the Children UK

14:25 - 14:40 Workplace Hacks: the millennial workforce

Somi Arian, Founder, Smart Cookie Media

14:40 - 15:10 Keeping up with the Alexas

  • What are the building blocks of first-class customer experience?
  • How are customers accessing your services now? How will those access points change in the next 5 years?
  • How should you develop your customer experience strategy in line with business objectives?
  • How can customer experience become a priority in digital transformation?
  • Can creating the right workforce culture benefit customer experience innovation?


15:15 - 15:45 Break

15:55 - 16:15 The Connective Economy

Stephen Geran, CEO and Founder, Habiplace

16:15 - 16:35 Scaling for Hypergrowth

Will Sorby, UK Country Manager, N26

16:35 - 17:20 Goodbye to Unconscious Bias

Earlier this year, a female NASA astronaut had to give up her place on a space mission because data based only on male astronauts hadn't accounted for her female body in a spacesuit. Data bias has knock-on effects and so we hear from an anti-bias collective on how bias is making certain groups invisible in a data-driven world.

Amy Lothian, Head of Marketing and Communications, Oxford Foundry James Wehner, Former Global Product Director, McDonald’s
Alice Bromage, UK Ambassador, The Black Mambas
Nicola Matthews, Tony’s Chocolonely

17:20 - 17:40 The Next Decade, Reviewed

“When the car industry says ‘in ten years’, that’s in the next planning cycle. When the tech industry says it, they mean ‘on the edge of science fiction’,” says Andreesen Horowitz partner, Benedict Evans. We take a whistle-stop tour of what the future holds for the tech world.

Tesla Enterprise

17:40 Drinks Reception

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