Peter Petrovics
Product Manager
Equal Experts

SESSION OVERVIEW: The critical questions about GenAI for enterprise business leaders are around security, scaling, and measurable success. How can GenAI enable real large-scale innovation? What are the challenges in gaining customer acceptance, and winning their trust in AI conversations? How do you evaluate the performance of a GenAI tool, and what’s the most effective way to create safeguards?

In 2023, one of Equal Experts’ customers successfully launched Europe’s largest GenAI-driven conversational FAQ service, for a multinational enterprise organisation with more than 50 million customers in 30 countries. The organisation wanted a step change in their customer conversation service, and while they saw the potential of onboarding GenAI, they didn’t know how to navigate the technology in a secure, responsible, and efficient way.

Working with the organisation’s teams, the project resulted in our GenAI FAQ product setting a new standard in customer support. Our learnings and approach included:

1. The major build hurdles we encountered, and how we addressed them;
2. How we measured the performance and effectiveness of the GenAI system;
3. The safeguards we put in place to prevent hallucinations, and maintain the integrity
of generated content;
4. How we tackled significant challenges in gaining customer acceptance, focussing on
concerns like data privacy and confidence in AI-generated responses.

Fernando Lucini
Global Data Science & Machine Learning Engineering Lead
Accenture

SESSION OVERVIEW: Unlocking the power of generative AI: Insights from 1000+ client projects and our UK AI Research

How can enterprises harness AI’s true value and use it for improved decision-making and novel customer experiences rather than merely focusing on the technology itself?

Are your organisation’s people, data, and technology ready for generative AI?
Are you taking intentional actions to design, deploy and use AI to create value and build trust by protecting from the potential risks of AI?

James Heggs
Technical Director
Counter

SESSION OVERVIEW: Join us for a candid and insightful session with James Heggs, Technical Director at Counter, as he delves into the “7 Deadly Sins” of tech management. Expect a no-holds-barred exploration of the mistakes he’s made throughout his career and how to steer clear of them with grace (and a sprinkle of humour).

What you’ll take away:
Practical strategies for avoiding common pitfalls: Learn actionable tips to identify and sidestep the most common management blunders before they wreak havoc on your team and projects.
Real talk on team dynamics and culture: Gain insights on how to foster a productive, engaged team by focusing on what truly matters – the people behind the tech.
Adapting to change with confidence: Discover how to embrace change, pivot quickly, and lead your team through uncertainty without losing sight of your goals.
Building a vision that resonates: Understand the importance of a clear, compelling vision that not only guides your team but also keeps them motivated and aligned with the bigger picture.
Prepare for an engaging session filled with real-world advice, humour, and a few uncomfortable truths. Whether you’re a tech management veteran or an aspiring leader, this talk will equip you with the tools to lead effectively, avoid common mistakes, and ultimately drive your team to success.

David Lawton
CIO
Informed Solutions

SESSION OVERVIEW: Informed Solutions’ CIO and Transformation Director David Lawton reflects on the current state of AI in the Public Sector, shares his thoughts on the path ahead, and outlines how Public Sector leaders can work with industry experts to unlock opportunities for transforming the quality of services for citizens.

In the landscape of technical innovation, Artificial Intelligence (AI) represents a potential game changer for a public sector, which is caught in the middle of limited investment and a plethora of new economic, societal, and environmental challenges. Yet, as we delve into the use of AI into public services, we find ourselves at a crossroads between ambition and execution.

Colin Preston
Product and Service Design Director
EM Code

Jess Sherratt
Head of User Experience (UX)
EM Code

SESSION OVERVIEW:

• From Insight to Innovation: How to transform customer journey maps into practical action plans that drive both customer satisfaction and business growth.
• Service Design for Profitability: How well-designed customer experiences can streamline operations, delight your customers, and increase revenue.
• Measuring CX ROI: Learn to measure the financial benefits of your CX efforts, turning customer empathy into real, trackable business results.
• The Future of CX: How AI and predictive design will revolutionize customer experiences, allowing you to anticipate needs and reduce customer churn.

Suzanne Ellison
Head of Product
Lloyds Banking Group

Pete Brown
Head of Engineering for Smarter Journeys Lab
Lloyd’s Banking Group

SESSION OVERVIEW:

Scott Manson
Director for Cyber Security
UKI Cisco

SESSION OVERVIEW: Informed Solutions’ CIO and Transformation Director David Lawton reflects on the current state of AI in the Public Sector, shares his thoughts on the path ahead, and outlines how Public Sector leaders can work with industry experts to unlock opportunities for transforming the quality of services for citizens.

In the landscape of technical innovation, Artificial Intelligence (AI) represents a potential game changer for a public sector, which is caught in the middle of limited investment and a plethora of new economic, societal, and environmental challenges. Yet, as we delve into the use of AI into public services, we find ourselves at a crossroads between ambition and execution.