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 Solving The Digital Consumer Paradox 

 Solving The Digital Consumer Paradox 

 How to deliver efficient and emotionally intuitive CX with cloud, automation and AI 


 08:30 - 10:00 GMT

 Thursday 18 March 2021 
 Virtual Event - Taking Place on Zoom 

After three national lockdowns and rapidly shifting consumer demands, businesses have had to work harder than ever to maintain relationships with customers. The push for emotionally intuitive interaction is becoming stronger as 69% of business leaders agree that humanising customer experience will become a key differentiator for brands in 2021.

But CX teams face a paradox: customers demand efficiency and speed, but they also want to be understood with empathy and a human touch. For CX professionals in a post-pandemic world, delivery of excellent customer experience will depend on a blend of cloud, AI and automation to unleash new digital capabilities. But how can CX teams achieve excellence amid fast-changing behaviours and rising digital competitors? And how can digital strategy help drive productivity for remote customer service teams?

Join other customer experience and digital leaders to understand the key steps to leveraging cloud, automation and AI to cater to the digital consumer, while maintaining the human touch.

08.30 Join

08.35 Welcome from Nimbus Ninety

Emma Taylor, Founder of Nimbus Ninety

08.40 Solving the Digital Consumer Paradox

Stu Dorman, Chief Innovation Officer, Sabio

08.45 Balancing Seamless with Human: The Art of CX in 2021

Eugene Neale, Director of CX Engineering and Business IT at loveholidays

08.55 Live interview with Q&A 

09.10 Discussion tables 

  • Tables 1 & 2: Solving the Digital Consumer Paradox with Cloud
  • Tables 3 & 4: Solving the Digital Consumer Paradox with AI & Automation

09.50 Key Takeaways

10.00 Close 

In partnership with




Eugene Neale, Director of CX Engineering and Business IT at loveholidays

Eugene profile picture

Eugene has 15 years’ experience building, running and leading Technical Operations teams and is well practiced at rationalising older IT departments to deliver more cost-effective, secure and user-oriented solutions that deal with the demands of a modern consumerised workforce. Currently Eugene heads up CX Engineering and Business IT at loveholidays – one of the UK’s fastest growing online travel agencies.

Stu Dorman, Chief Innovation Officer, Sabio


Sabio Chief Innovation Officer Stu moves customer experience forward and gets people innovating. His focus means that he works closely with our partners at Google and Twilio. An awesome orator, Stu often presents at our regular webinars and events.


This is a private event for members of our community. Membership is free and takes less than 5 minutes. As a member, you will have access to this and other complimentary events. Learn more.

This event is for 30 x C-level, VPs, Directors, Heads and the drivers of live projects in agile transformation, analytics, architecture, automation, cloud, consumer, CRM, customer, data, deep learning, devops, digital, eCommerce, growth, information, innovation, loyalty, online, operation, people, platform, strategy, technology, transformation and user experience. 

Register to Attend