Presentation Title: Design a Delightful Customer Experience: Disrupt your Current Services
Speaker: Miss Helen Westcott
Company: Magia Consulting
Co-presenter: Leona Chauhan - Magia Consulting
Presentation abstract: To thrive today, organisations must continuously improve CX and respond to advancements in modern digital lifestyle. However, the real challenge is to do this whilst maintaining the integrity of the rules and policies at the heart of your organisation.

'Customer' can represent many stakeholders including B2B clients, online users, compliance officers and citizens. We will showcase a selection of compelling case studies where business rules defined in natural language, are successfully integrated into enterprise level digital solutions to mobilise services and transform CX.

Our case studies will demonstrate how to design a flexible solution where automated business rules are strategically isolated and centralised, made readable to business users, and deployable on multiple platforms, without compromising the integrity of the rules. We will show how this empowers organisations to respond to change with agility and provide superior CX.

Presentation begins: 06/12/2016 12:20
Presentation duration: 45
Presentation content level: 4 (1 = indepth, 5 = strategic overview)
Audience experience: All experience levels
Audience function: Customer/Senior Manager, Functional Manager, Product User
Speaker biography:  Helen has 11 years industry experience spanning Insurance, Education and Government Sectors. Since 2009, Helen has transitioned from Business SME, to Business Analyst, and Rules Architect, streamlining business processes and implementing complex business rules in enterprise applications on significant digital programmes. A keen public speaker, Helen has previously presented at Oracle OpenWorld in San Francisco and key cross-government forums, both in the UK and Globally. As well as being a certified Oracle Policy Automation Implementation Specialist, Business Analyst and Scrum Master, Helen’s academic background is in Philosophy (specialising in Formal Logic), in which she has a first class BA (Honours) degree and Masters degree.
Related topics: Digital CX: Implementation Approach (Cloud/On Premise/Hybrid), Digital CX: Innovation & Agility, Digital CX: Multi Channel & Omni Channel , Digital CX: Service
Hall: Executive Room 9


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