Conference Day 2 - Wednesday 22nd February 2017

09:00 AM - 09:25 AM Registration & networking coffee

09:25 AM - 09:30 AM Chairperson's welcome to Day 2

09:30 AM - 10:10 AM A journey to enable digital experiences & engage customers

Xavier Perret, Chief Digital Officer, Orange France
  • The importance of taking an enterprise-wide approach to customer experience that includes cultural evolution and systematic customer feedback
  • Tackling and reinventing back-office process inefficiencies to enable a more agile response to changing customer needs
  • Providing digital touch points and tools which customers actually want to use with a single clear value proposal
  • Leveraging agile development and automation self-service to deliver a seamless customer experience with the example of OrangePro application tailored for SMB market

Xavier Perret

Chief Digital Officer
Orange France

10:10 AM - 10:50 AM The role of data in digital transformation at Comic Relief

Zenon Hannick, Chief Technology Officer, Comic Relief
  • Creating a single supporter view to enable richer and more targeted digital customer experiences
  • Overcoming complex data systems to enable business growth
  • Cultural changes needed to harness evidence based decision making
  • Utilising data to drive quicker decision making and business agility

Zenon Hannick

Chief Technology Officer
Comic Relief

10:50 AM - 11:20 AM Technology demo drives

Test the latest solutions on the market through short snappy meetings with vendors in our exhibition hall. Collect a full set of stamps from each stand to be in the running for our prize draw.

11:20 AM - 11:50 AM Morning coffee

11:50 AM - 12:30 PM Overcoming cumbersome legacy systems to improve customer experience

Lisa Farrar, Chief Digital Officer, Nordic Choice Hotels
  • Where to start with tackling 20 year old legacy systems with a view to embracing digital
  • Building the back-end competency to allow innovative digital experiences and swift product launches
  • Reducing response times to improve the customer experience
  • Developing a truly digital multi-channel experience

Lisa Farrar

Chief Digital Officer
Nordic Choice Hotels

12:30 PM - 1:10 PM How digital is helping to deliver customer-centric healthcare

Garry Fingland, CIO, Bupa
  • Understanding how digital is transforming the healthcare industry
  • Embracing the latest technologies to keep up with customer demands
  • Putting the customer at the heart of your digital transformation agenda

Garry Fingland


1:10 PM - 2:10 PM Lunch & Networking

2:10 PM - 2:50 PM Transforming the functions at Danone: Experience and lessons to date on leveraging digital in the transformation

Michael ten Hove, Global Director Digital Transformation - Functions, Danone
  • The thinking that drives Danone's overall digital transformation
  • What is meant by the digital transformation of the Functions and the key principles that drive it
  • The overall approach to digitally transforming the Functions
  • Lessons learned to date

Michael ten Hove

Global Director Digital Transformation - Functions

2:50 PM - 3:30 PM Creating a culture of innovation in a legacy business

Martyn Hicks, VP Digital Strategy, Barclaycard
  • Understanding the type of innovation you are trying to foster
  • Eliminating silos and improving collaboration to monetise innovation across the business
  • Navigating legacy systems and redesigning processes with innovation in mind
  • Taking a disciplined test and learn approach to innovation
  • Using agile methodologies to embrace innovation

Martyn Hicks

VP Digital Strategy

3:30 PM - 4:10 PM Afternoon tea

4:10 PM - 4:50 PM Evaluating the innovative business models of tomorrow

Will Beeson, Head of Operations & Innovation, Civilised Bank
  • How to select the best business model for your organization?
  • How to capitalise on the opportunities posed by new technologies to rethink your business model?
  • How to implement a business model which improves business agility and responsiveness?
  • Should you adopt business model evolution or a complete reassessment?

Will Beeson

Head of Operations & Innovation
Civilised Bank

4:50 PM - 11:59 PM Chairperson's closing remarks and conference close