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Key Sessions

Phillip Hunter

Voice Interaction as Past and Future


Jeff Reine

Unlocking the Power of Place: the Opportunities for Place-Aware Apps & Contextual UX


Greg Chambers

Embracing the change Machine Learning Brings to Our Business Model

The Coca-Cola Company

Oct 30
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09:00 - 09:05 5 mins
Main agenda
Chair's Opening Remarks
  • Chair Ronan de Renesse - Practice Leader Consumer Technology, Ovum
09:05 - 09:30 25 mins
Main agenda
The Future of AI in the Consumer Domain
  • Carey Kolaja - Global Product Officer, Citi

Not too long ago, important information was memorized. We knew phone numbers by heart, but now the numbers of closest contacts could be lost in a crisis. We rely so heavily on technology for things we couldn’t have imagined just a few years ago – navigating directions, connecting with colleagues, sharing files, finding love to name just to start the list.

The proliferation of devices and apps has changed our lives making us more efficient yet more distracted and more functional but less emotional. As quickly as our dependency on apps as we know them emerged, another paradigm is starting to take hold, a new user experience driven by voice, motion and emotion.

Color and visuals won’t be the only means to elicit emotion. Rather language, tone, and context will be the catalyst for creating trust and adoption between customers and brands based on life events and dynamic micro moments.

Voice-driven virtual assistants like Siri and Alexa, powered by artificial intelligence, are leading this new evolution. It’s changing consumer preferences for how we work and how we buy. We’re architecting an invisible experience. According to market research firm IHS Markit, more than 4 billion consumer devices will make use of digital assistants by the end of 2017.

The way we market, design and distribute products will change as apps disappear and interfaces become invisible. For a new UI experience to achieve initial adoption, we have to gain customers’ trust. We’re designing now for the more powerful and pervasive technologies of the future. Together let’s explore the anatomy of an invisible user experience.

09:30 - 10:15 45 mins
Main agenda
Voice Interaction as Past and Future
  • Phillip Hunter - Head of UX, Alexa Skills, Amazon

Those of us who can have long known how to talk. So long that we have no idea how we actually learned the skill. This makes voice interaction with machines a great attraction to us. We get to speak naturally and have a technological object respond appropriately, which feels magical. Yet we are all too familiar with the occurrence of speaking naturally and being ignored, misunderstood, or just not quite “gotten”. It’s frustrating!

The allure of voice interaction with machines is this inherent humanity. It is at once its greatest strength and challenge both as a modality and a design task. The ease of describing the exchange of a few words is offset by the seemingly infinite subtlety and range of meaning. It’s an opportunity to design like none other.

There’s a good way and a bad way. It’s easy to not know which one you are delivering. Despite this conundrum, come learn why you know how. And why you don’t. And what to do about this past and future of UX design.

10:15 - 10:40 25 mins
Main agenda
Cognitive Conversations for the future of Engagement
  • Sudha Jamthe - CEO, IoT

AI is in the devices that talk to us at home, in the car and all around us. AI is in the brain behind the software we interact on web and mobile from search, filters in social apps, in recommendation engines, chatbots, and photo recognition apps. As the AI enters more realms of our normal human interaction, the engagement between humans and machine blurs and we seek more voice and conversational, context-driven interactions. If the AI behind the interaction is machine learning from each of our interaction, how can we design for a consistent engagement that feels authentic to the user while delivering the desired value from the interaction? Can the interface evolve to a learning interface between man and machine? In voice conversations how can we design for elements of tone, inflections, and modulations to represent the desired engagement with the user? Can voice capture social nuances of communication between humans and machines and keep the desired equilibrium for continued engagement?

10:40 - 11:20 40 mins
Main agenda
Networking Refreshments and Exhibition Visit
11:20 - 11:40 20 mins
Main agenda
Unlocking the Power of Place: the Opportunities for Place-Aware Apps & Contextual UX
  • Jeff Reine - Head of Platform Partnerships, Foursquare

In the mobile age, location should be part of every developer’s toolbox: whether it’s segmenting users based on where they typically go in the real world or re-engaging with them based on where they are at that very moment. Foursquare’s Pilgrim SDK unlocks location intelligence for developers and brands in groundbreaking ways to drive DAU, session time, and transactions. Learn how Capital One, TouchTunes, SnipSnap and Retale create DAUs with Pilgrim SDK.

11:40 - 12:10 30 mins
Main agenda
Panel Discussion: What are the future interactions that will catch the consumer engagement?
  • Mark Meadows - CEO,
  • Karen Pascoe - SVP, Experience Design for Digital Payments and Labs, Mastercard
  • Eyal Pfeifel - CTO and Co Founder, imperson
  • Moderator Ronan de Renesse - Practice Leader Consumer Technology, Ovum
  • Different device types – what’s the full package for immersion in the home?
  • Understanding the challenges of device proliferation - what platform do we choose, and how consumers need to understand the opportunities of the platform
  • Understanding the importance of UX across multiple platforms – merging AR/VR, App and Mobile web for a stronger consumer proposition
  • What is the quality of experience on the current digital platforms?
12:10 - 12:30 20 mins
Main agenda
Reprogramming the Drivers: How Automotive UX is Changing the Way We Interact with Our Vehicles
  • Bob Gritzinger - Associate Editor, WardsAuto
12:30 - 13:35 65 mins
Main agenda
Networking Lunch and Exhibition Visit
13:35 - 14:50 75 mins
Main agenda
Enriching Connected Customer Experiences Through Data and Design
  • Max Burton - Founder, Matter
  • Nandini Nayak - Managing Director, Design Strategy, Fjord

Nan and Max will discuss how design thinking combined with data centricity can power the creation of holistic experiences that span hardware, software and customer interactions.

  • How do we create “Living” Services that keep up with changing contexts and expectations?
  • How do we understand the key moments that matter in a customer journey and ensure we deliver experiences that work across digital and physical touchpoints?
  • How do we bring human experience considerations into technology and systems decisions to ensure adoption and ROI?
  • We will share actual project experiences from our work with global clients.
16:20 - 17:35 75 mins
Main agenda
Google Assistant using Actions on Google
  • Ido Green - Developer Advocate, Google

At Google, we believe the future is AI first, and we’re investing heavily in the fields of machine learning, speech recognition and language understanding.

These technologies come together in the Google Assistant, which allows you to have a conversation with Google that helps you get things done. Developers can build apps for the Google Assistant using Actions on Google.

This talk is a primer on the Actions On Google platform. You’ll learn how to:

  • Develop Assistant apps using Google’s powerful AI tools, like Dialogflow

Get in front of your audience, and monetize your applications.

Design experiences that delight your users with fantastic conversational UX.

We will also give you the option to learn by coding, so please bring your laptop.

Looking forward to see you!

13:35 - 13:40 5 mins
Main agenda
Introduction from Session Chair
  • Brett Sappington - Senior Director of Research, Parks Associates
13:40 - 14:10 30 mins
Main agenda
Panel Discussion The Power Of Voice – What does this mean, and how can we maximise its impact?
  • Sergio Silva - Director of Partner Success, Kik
  • Inge De Bleecker - Senior Director of User Experience, Applause
  • Jay Maestas - Strategic Innovation Director, USAA
  • Won Sun Parque - UX Design Lead, Netflix
  • Moderator Brett Sappington - Senior Director of Research, Parks Associates
  • Assessing what the rise of voice means for the consumer, the enterprise and the developer – why is this so important across multiple verticals?
  • What’s holding this up? It’s not ubiquitous yet, why is that?
  • Are the lack of universal SDKs leading to dissolution from developers and investors?
  • Voice and Personalisation- Are the consumers trusting and using their new conversational partners?
14:10 - 14:30 20 mins
Main agenda
How AI Powered Conversational Interfaces are altering the Relationship with Our Customers
  • David Kapauan - Distinguished Architect, Contact Centre Technology, Royal Bank of Canada

The RBC Conversational Customer Care Virtual Assistant was designed to boost automation, minimize advisor-to-advisor transfers, improve customer satisfaction with conversational dialogues, and use voice biometrics for user authentication. Taking a holistic approach for conversational customer care, everything is deployed on a single platform with a single knowledgebase, able to work over all available channels, and able to connect to real human advisors when necessary to complete the goal of servicing 100% of customer requests on the first interaction.

14:30 - 15:00 30 mins
Main agenda
Panel Discussion: The Rise of Intuitive Digital Experiences – Is conversation the future of the UX?
  • Kristina Tomasetti - Strategic Innovation Director, USAA
  • David Kapauan - Distinguished Architect, Contact Centre Technology, Royal Bank of Canada
  • Inge De Bleecker - Senior Director of User Experience, Applause
  • Jaimy Szymanski - Industry Analyst and Founding Partner, Kaleido Insights
  • moderator Brett Sappington - Senior Director of Research, Parks Associates
  • How Big data will allow developers to make big dollar
  • Integrating chat as part of your UX
  • Understanding the drive towards conversational commerce
  • What will the rise of personalized assistants mean for brands?
15:00 - 15:20 20 mins
Main agenda
Embracing the change Machine Learning Brings to Our Business Model
  • Greg Chambers - Global Director - Digital Innovation, The Coca-Cola Company
  • AI and ML add another dimension of intelligence in the workplace
  • Along cognitive and emotional intelligence, a new balance needs to be reached
  • What are the elements you need to get right in the digital workplace for this new technology to thrive?
15:20 - 15:40 20 mins
Main agenda
The Future of Monetization for Developers, Brands and Users, in a Decentralized World!
  • Sergio Silva - Director of Partner Success, Kik
15:40 - 16:20 40 mins
Main agenda
Networking Refreshments and Exhibition Visit
16:20 - 16:50 30 mins
Main agenda
Personalisation, Personalisation, Personalisation – Driving Digital Experiences in the Age of Me
  • Dan Miller - Lead Analyst & Founder, Opus Research
  • Michael Vladimer - Co-Founder IoT Studio, Orange Silicon Valley
  • Jessica Groopman - Industry Analyst & Founding Partner, Kaleido Insights
  • Moderator Tamara McCleary - CEO, Thulium
  • Creating targeted and relevant experiences using consumer data – from location, image sensors, voice recognition, and contextual technologies
  • Understanding why with a more intelligent consumer you need a more personalized experience
  • Utilizing algorithms to drive the consumer message
  • Assessing the future of traditional brands in the age of voice, autonomy and immersion
16:50 - 17:40 50 mins
Main agenda
Closing Keynote: Championing the era of Ambient Computing
  • Joe Toscano - Author/Speaker, Designing Intelligence

We're entering an era of Ambient Computing, driven by mass amounts of data flowing through artificially intelligent, digital ecosystems. The days of being glued to a screen are nearing their end, and instead we'll be interacting with these systems conversationally.

However, creating these systems requires us to reverse engineer some of the most fundamental aspects of life, which can be difficult and overwhelming — especially if you don't know where to start.

Designing Intelligence will:

•             Help you understand what's happening in the artificial intelligence space now, where it's been, and where it's going

•             Explain why you'll be making one of these systems sooner than you think and teach you how to create products that will thrive in the age of automation

•             Give you language to help you sell your ideas to your team and enable you to bring them to life

17:40 - 17:40 0 mins
Main agenda
Session Close and Evening Reception