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.
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 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.
Steve Bill is an entrepreneurial business leader with 20 years of experience in the technology and service sector. He joined IPsoft in December 2016 as the Managing Director for the UK and Ireland, where he is managing a growing business and leveraging his knowledge and experience to further establish IPsoft as the leader in cognitive and digital labour technology. Before IPsoft, Steve was responsible for Pegasystems’ Northern European business which included the UK, Ireland and the Nordics, where he played a key role to the successful evolution of the company to be a leader in CRM and customer engagement. He’s had various leadership roles in companies ranging from start-up to large corporates such as IBM, where he managed the WebSphere & Process Optimisation business for the financial services sector in the UK and Ireland.
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.
Founder & CEO
Chris Ezekiel has a technical, sales and marketing background. He has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Prior to this, Chris worked for a US software company in various roles (starting as a Software Engineer, then as R&D manager and then as Sales & Marketing Director). Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Person™ technology, he has established Creative Virtual as one of the world’s leading providers of virtual assistants. He has a passion for creativity, innovation, technology and physics (now you know why Creative Virtual’s V-Person is called Quark!), and in his spare time enjoys skiing and snowboarding, and watching his beloved West Ham (where his optimistic nature is sometimes stretched to the limit!).
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.
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 Principal Consultant for 21contact, he helps businesses and customers to communicate seamlessly across every possible channel from IVRs to Chatbots and Intelligent Assistants.
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.
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.
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.
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.
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.
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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