VP Channel Management & Processes
Marvin Peters is Vice President for Channel Management & Processes with T-Mobile Austria, including oversight of channel steering, process management and launch management for Sales & Service. Previously at T-Mobile, Peters helped start the eLIZA project in the summer of 2015 with Deutsche Telekom Group Innovation and T-Laboratories. The project focused on building a state-of-the-art self care ecosystem around the virtual assistant called Tinka (T-Mobile Interactive New Communication Assistant). As senior manager in Customer Service at T-Mobile, Peters founded “Service2Go” responsible for all self care and digital care topics (particularly all customer requests on social media such as Facebook and Twitter, Community Management) including successful introductions of Servicechat, Handyhilfe (device help tutorial), new Community, new FAQ and Virtual Assistant. Earlier nn the Netherlands, he worked as a consultant in the Hightech & Telecom Industry (Accenture) on various projects, a.o. UPC, Vodafone, Ben (now T-Mobile Netherlands) and ASML.
Angela Read Downes
Web Chat Channel Manager
Angela is a specialist in the design, implementation and strategic management of enterprise live chat, messaging and AI solutions across verticals, brands, lines of business and geographies. She has extensive experience in driving incremental sales, increasing customer satisfaction and decreasing operational costs via intelligent digital engagement strategies.
Chief Evangelist for Alexa & Echo
Dave has been a professional speaker, trainer and evangelist for over a decade. He has taught full-day courses on many topics including Mobile Apps, Cloud and the Web. Dave has helped launch numerous technology platforms, frameworks and programming languages across an array of devices at both Microsoft and Amazon. Dave is also an author for Lynda.com and can be found on twitter as @TheDaveDev and the Amazon Apps & Services Blog http://bit.ly/amazon-blog.
Head of Business Management, Global Contact Centres
Mark Bramley is the Head of Business Management for HSBCs Global Retail Banking and Wealth Management Contact Centres. He has 35 years’ Financial Services experience working at HSBC including first direct, Egg and Barclaycard. Mark has developed and led customer service, sales, credit and transformation teams, engaging people across organisations, providing leadership, drive and motivation to deliver agreed strategies and plans. He is committed to making customers lives easier and passionate about customers and employees being central to planning and change initiatives, with technology as one of several transformation enablers. Mark’s tenacity to deliver business plans with strong teams and policies that support and nurture market positions, brands and organisational culture, has been evident through his leadership of HSBCs Voice ID global design and deployments.
Head of Technology
Rocco Labellarte currently leads the technology team at the London Borough of Enfield, delivering their own brand of digital platform for local government based on a solid foundation of cloud products and services and working in collaboration with international partners. With a wide background ranging from software development, through IT leadership, to large-scale business transformation across both the public and private sectors, Rocco has coupled a lifelong passion for technology driven innovation with a desire to help organisations deliver services more effectively and efficiently. Following a number of successful shared service implementations, the focus then moved to cloud migration and, more recently, into working with other councils toward the shared goal of realizing a digital ecosystem for local government. Looking forwards, his focus is now on cognitive artificial intelligence solutions. Work is already underway to deploy the first general digital worker, interfaced into local government services, in mid 2017.
Associate Director, Digital Contact Centre
BGL Group Ltd.
Jayne Lansdell is an Associate Director responsible for the Digital Contact Centre at BGL Group Ltd. She has 25 years’ experience in financial services, across programme, strategic account management and most recently Digital Transformation roles. Jayne is responsible for leading the contact centre technology strategy, roadmap and programmes to deliver effective and efficient customer journeys, including driving the automated service agenda across multiple brand partners.
Lead Analyst & Founder
Dan Miller has over 25 years experience in marketing, business development and corporate strategy for telecom service providers, computer manufacturers and application software developers. Dan founded Opus Research in 1985 and helped define the Recombinant Communications marketplace by authoring scores of reports, advisories and newsletters. He also participated in consulting projects in call center-based commerce, voice-based communications and electronic commerce for clients that include top IT, telecommunications and hosted service providers, as well as a number of entrepreneurial firms.
Vice President, Chief Technology Officer
Capgemini Business Services
Lee is Capgemini Business Services Chief Technology Officer and a global thought leader in cutting-edge automation and technology solutions. His role is to advance business process outsourcing through technology innovation. His current sources of inspiration are cognitive computing, analytics and the impact of the Internet of Things on back office processes. Lee has a strong focus on client value and a very pragmatic approach to solution delivery. A computer scientist by education and a technologist at heart, Lee has a deep fascination with how new technologies are radically changing the world. He is delighted to be playing a role in transforming the world of BPO through the use of technology. With over 24 years of cross-industry experience he has a wealth of experience to draw upon.
Training & Communications Manager
Llaura joined Motability Operations in October 2016 bringing with her over 11 years of experience within the financial services sector and eight years as a Learning & Development professional. With an avid interest in occupational psychology, specifically how the empowerment of employees can improve both internal employee engagement and external customer satisfaction, Llaura manages a team of trainers and communication specialists who are responsible for the knowledge management within the Commercial Division of Motability via an internal facing virtual agent (Ask Mo). This enabled the organisation to “devalue” knowledge and increase the importance of employees’ behaviours allowing each customer interaction to focus on emotional intelligence rather than solely on process.
Dirk Jan Dokman
Dirk Jan is a serial entrepreneur with a career-long commitment to customer experience excellence and a passion for technological innovation with a human touch. With Jaap van Gent and Jeroen Brouwers he founded CX Company in 2004, fired by a conviction that digital channels would transform the way customers and companies interact. They went on to found WebCare Company, anticipating the rise of social media as a mainstream customer engagement, which they sold in 2016. CX Company is leading the intelligence assistance market helping millions of customers every month to get their job done through chatbots, intelligent assistants and smart FAQ systems.
Product Expert, Global Design UX
Vanessa Micelli-Schmidt is a product expert in the Global Design UX Engineering department at SAP SE. After having worked in the field of artificial intelligence - mainly natural language processing - at EML GmbH, Heidelberg and Sony CSL, Paris for more than five years, she joined the UI technology department at SAP SE in 2011. Five years later she is back to solving fundamental AI problems at SAP and building a digital assistant for the enterprise.
Matt Smallman is co-founder of SymNex Consulting which exists to bridge the gap between advanced technologies and their application in customer service. He works with the world’s most customer centric organisations to help them make the case, accelerate design and maximise the impact of Voice Biometrics. He led the award-winning implementation of Voice Biometrics for Barclays Wealth in 2012 and has also held senior strategy and design roles at both Lloyds Banking Group and Barclays Retail. He has been featured in the FT, Wall Street Journal and by the BBC.
Martin is a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omni-channel design, automation and self service, customer experience management for contact centres, social customer service excellence. All targeted to deliver service innovation. Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.
EVP, Business Development
Phil Gray is responsible for leading business development at Interactions. Gray is a successful startup executive with extensive experience in natural language understanding and contact center technologies. His accomplishments include founding and leading Versay, a natural language, speech applications company. He also drove many of the speech industry’s earliest deployments as a sales executive at Nuance. In addition, as a Vice President at eLoyalty, Gray helped launch the industry’s first speech analytics continuous improvement service. He has a degree in business from Michigan State University.
Group President, U.S.
Rohinee Mohindroo is currently powering hypergrowth at Flamingo.ai as Group President for the U.S. market. Rohinee Mohindroo’s expertise stems from 25 years of information technology experience in diverse industries: digital marketing, financial services, publishing and payroll. Rohinee is co-founder of Dyjit, a concept lab that seeks to introduce digital experiences into legacy industries. As Chief Information Officer at Rakuten Marketing, Mohindroo embraced the enterprise and entrepreneurial mindsets. She headed the acquisition of PopShops, a global product catalog platform. Prior to joining Rakuten Marketing, she led organizational and integration initiatives for large scale mergers and acquisitions at MetLife Individual Business and JP Morgan Chase. Rohinee earned her BS and MS in Computer Science from Monmouth University with minors in Accounting, Mathematics and Psychology.
Sam is an avionics systems engineer turned software engineer, who has worked as a tester on the Skyscanner APIs since their inception, four years ago. He recently joined the Developer Advocacy team and has worked on a number of integrations, such as DuckDuckGo.
As CEO of Artificial Solutions, Lawrence Flynn leads the company in realizing its vision of Natural Language Interaction (NLI) technology platform, Teneo, which enables humans to converse with applications and connected devices across any device, language or operating system. The patented Teneo development and analytics platform allows advanced natural language applications to be built and developed quickly and to unprecedented standards. Artificial Solutions has delivered Teneo technology to hundreds of businesses globally, across 35 languages for over 15 years. Lawrence has over 25 years’ experience in IT, much of that gained in managing and leading innovative and sales-driven organizations to deliver growth and profitability.
Director of Product Strategy
Like you, CX and biometrics expert Brett Beranek – Director of Product Strategy & Go-to-market for Voice Biometrics at Nuance – is fascinated by transformative technologies that have a real impact on our lives. With over a decade of experience in the customer experience and biometrics space, Brett brings strategic and tactical insights to organizations wishing to deliver a better experience to their customers via innovative technologies. Prior to joining Nuance, Brett a technologist and entrepreneur by education and passion, successfully introduced several disruptive technologies to the healthcare, IT and security markets, including as a partner of facial recognition firm Viion Systems and member of Genetec’s management team, a security firm that transformed the video surveillance market. Brett also currently serves on the advisory board of high-tech healthcare startup GaitTronics. Brett earned a Bachelor of Commerce, Information Systems Major, from McGill University as well as an Executive Marketing certificate from Massachusetts Institute of Technology’s Sloan School of Management.
Senior Persona Designer
Adecco at Google
Previously a music producer in the US and UK, Wally’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. And now as Senior Persona Designer, he’s helping to create 21st Century magic with The Google Assistant.
Director Product Management & Marketing EMEA
Having spent more than 15 years obsessing about how the customer service industry transects the world of technology, Seb has finally decided to admit that this is not just a phase. In his current role at Nuance as EMEA Director of Product Management and Marketing, he is responsible for defining and evangelizing the Nuance customer care proposition across Europe, the Middle-East and Africa – sharing how companies can create extraordinary automated experiences which their customers actively choose to use rather than simply tolerate and complain about.
Chief Innovation Officer
Stuart is responsible for shaping Sabio’s Customer Contact vision and ensuring that its customers stay ahead of the curve. Acknowledged as an industry thought leader, Stuart is focused on helping organizations build world class customer experiences, where end-user engagement remains joined up and consistent across digital, social and assisted service channels. With over 16 years’ experience in the customer service industry, Stuart speaks regularly at industry events, and serves on the judging panel for several major European industry award programs.
Co-founder & CSO
Mikhail Naumov is the Co-founder & Chief Strategy Officer of DigitalGenius— a venture backed artificial intelligence company, transforming customer service and brand communications. In his role, he is focused on bringing practical applications of deep learning and artificial intelligence to customer service operations of growing companies and well established enterprises. A frequent speaker on the topics of emerging technology, artificial intelligence & entrepreneurship. He is a leading voice in the Human+AI movement, which focuses on the seamless interaction of human & machine intelligence in business applications and everyday life. Recognized as Forbes’ 30 Under 30 for Enterprise Technology, Mikhail is passionate about bringing emerging technologies to life, through partnerships with global brands and platforms.
Director of Cognitive Intelligence Europe
John Gikopoulos is the Director of Cognitive Intelligence Europe for IPsoft, as part of his role he is responsible for the successful Business / Technical architecture as well as delivery of Amelia deployments. Prior to joining IPsoft, John was a partner with Mckinsey & Co, leading McKinsey’s Customer Care service line in Europe. Gikopoulos is a Mechanical Engineer by degree and has spent most of his professional life working out of Athens, London and Amsterdam.
Peter’s extensive background within software development spans 25 years. His career includes programming for ICL Fujitsu, opening the first multi-player gaming centre in Berkshire and launching a major trading analysis platform for financial institutions such as Deutsche Bank. Since founding Synthetix in 2001, Peter has pioneered the development of AI-based Virtual Agents and Natural Language Processing for self-service, building a suite of powerful, knowledge-driven multi-channel customer service applications which are cloud-first and deeply integrated with each other to deliver great customer experiences.
Head of Propositions
Karl Roberts heads up propositions for GCICom.NET, and has been involved with voice communication systems and technologies since 1998 and is currently looking at PCI/GDRP through assistant automation. Roberts co-designed one of the largest digital cloud contact platforms in government, one of the first european network biometric fraud projects and pioneered ideas around intelligent multi-media interactive assistants using Amazon Echo as a conversational tax assistant that learns but also converged biometrics and telephony.
Head of Operations
Rachel Freeman has been in and out of the Natural Language Processing field since 2000 and started building virtual assistants in NYC. She joined Creative Virtual in 2005 as a Knowledgebase Engineer, and then whilst also writing for travel guidebooks, she acted as a consultant and Project Manager for the company. Rachel took the position of Head of Operations in June 2010. She received her BA in English Literature from Skidmore College. Based on her time in the Hebrides whilst studying for her MLitt degree in Ethnography and Geography (University of Edinburgh), Rachel believes she may be the only native New Yorker who knows how to shear sheep with manual sheers and build a cruach (peat stack)!
Principal Solution Manager, Digital
With significant experience in helping organisations manage the relationship between the traditional contact centre and digital channels, Dan Whaley helps Sabio’s customers to integrate digital capabilities that not only deliver excellent customer experiences but also reduce costs. As Principal Solution Manager for Digital, Dan is responsible for a range of Digital Self-Service solutions including speech technologies, IVR, biometrics, virtual assistants and digital engagement. Previously a Senior UX Consultant, he has over 15 years academic and industry experience in AI, speech and cognitive science.
Chief Marketing Officer
Andy Peart is CMO of Artificial Solutions, an international business specializing in Natural Language Interaction (NLI) - a technology that allows people to talk to applications and electronic devices in free-format, multi-modal natural language. The company’s Teneo NLI development and analytics platform enables sophisticated natural language applications to be created in record time without the need for specialist linguistic skills. Since the company was formed in 2001, it has implemented hundreds of projects globally in 21 languages that are used by millions of people every year. Andy has over 25 years marketing experience within the IT and natural language industry, successfully helping build innovative, technology driven organizations.
Amy Stapleton is a regular contributor to Opus Research writing about intelligent assistance and customer service technologies. Stapleton writes the Virtual Agent Chat blog, providing an independent viewpoint on intelligent assistant technologies. Stapleton was a judge for Opus Research’s Intelligent Assistants Awards of 2014. Her background includes stints at SAP, IBM, and public sector organizations as a software project manager and IT consultant.
Chief Technical Officer
Always an early adopter, Peter Behrend cut his technical teeth writing 6502 machine code on the original UK101 kit computer with its massive 3k of RAM, and has been trying to stay ahead of the game ever since. A product of the Universities of Manchester and Wales, and having worked initially for many years in Library Automation Systems, Peter became involved with Natural Language Processing systems in 2000, and having survived the dot-com bubble joined Creative Virtual shortly after its inception in August 2004. Since that time he has led an ever-expanding international technical team and driven the development effort which has seen Creative Virtual emerge as one of the leading suppliers of web-based AI solutions in the world.
European Managing Director
Andrew Tobin (European Managing Director, Evernym) is a technology strategist. He has a history of delivering innovative technology solutions to complex business problems in the converging worlds of banking, mobile and identity markets. Right now he is working to change the way the identity ecosystem and the personal information economy works. Triggers for that change, and the opportunities that are emerging, are creating rapid growth in "IDTech" innovation which will dwarf what's happening in Fintech.
SVP, Sales Operations & Enablement
As Senior Vice President of Sales Operations & Enablement, Bob is responsible for the development and management of Interactions’ sales team and the end-to-end customer acquisition process. Bob brings more than 20 years of executive contact center, security, compliance and data communications sector experience to Interactions, having most recently served as Senior Vice President of Sales and Marketing for CallMiner, a leader in Voice of the Customer and enterprise speech analytics solutions for the contact center market. Prior to CallMiner, Bob served as Senior Vice President of Marketing and Product Management for Vericept, a provider of enterprise data loss prevention solutions.
Director of Research
Derek Top is director of research and conference manager for Opus Research. For more than 15 years, he has been covering transformative technologies and producing top-notch business events. Most recently, he was senior editor and program director at GreenBiz Group, covering the convergence of mobile technologies and IT in driving innovation for smart energy and sustainability. He also served as senior associate editor with Optimize magazine and InformationWeek at UBM Media tracking enterprise IT trends. Before UBM, Top was managing editor with Streaming Media, Inc.
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