Theatre 8

Theatre 8: Sponsored By Genesys

Genesys® powers more than 25 billion of the world`s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies trust our #1 customer experience platform to drive great business outcomes.

Wedneday 21st March

Thursday 22nd March


11.00 - 11.30

Brendan Dykes

Innovative & Disruptive Strategies in CX - The Digital Advantage – Disrupt the Disruptors

Digital disruption has created a tough dichotomy for businesses to struggle with – to remain relevant in the digital age, the brand must embrace the digital ecosystem; however, the cost of embracing it can often seem to outweigh the benefits. Brendan will examine real-world examples of the benefits and critical success factors, providing actionable steps that build the foundation for success as a digital business.


11.45 - 12.15

Jonathan Sharp

Connecting Digital Platforms & Multichannel into the Contact Centre with WebRTC

Explore how web real-time communication tools establish continuity of conversation for customers who don’t want to repeat information and be passed around from one agent to another. Providing examples from Britannic customers, Jonathan will illustrate how contact centres can use web calling, messaging, video and co-browsing to reduce average handling time, personalise online service and engage customers during their web browsing sessions. You will learn how to offer contact centre services through your website and mobile apps and pick up ideas that help solve your omnichannel challenges.


12.30 - 13.00

Kobus van der Westhuizen

Ai applied: From Pain to Gain – A case study

We will present the Good, Bad & Ugly of developing the first customer service demand prediction models. Come listen to a real case study, NO THEORY, where Ai was applied to predict customer service demands across the customer journey , and actioned, to improve CX and reduce customer effort. We will present a case study where predictive analytics, leveraging Ai machine learning, was applied successfully at a large telco. The business case, process applied, outcomes, failures, lessons learned and success story, with associated ROI.


13.15 - 13.45

Jonathan Anguelov

Your Other Sales Team: Selling From the Support Desk

A well trained support team is also a great source of net new revenue. During this talk, Aircall’s COO Jonathan Anguelov will share an insider’s view on how to help your support team upsell, cross-sell, and recommend products without scaring customers away.


14.00 - 14.30

Steve Walker

Using Analytics to Combat Fraud

According to Financial Fraud Action UK, the financial services sector in the UK loses over £2m per day to fraud. This talk will show how the use of analytics can help identify and reduce fraudulent activity and assist with compliance in the contact centre.


14.45 - 15.15

Danny Singer

Responsible Outbound: Predictive Dialling with 0% Dropped Calls

As Ofcom ‘clarifies’ its position regarding dialler dropped calls by removing the 3% ‘safe harbour’, organisations using predictive diallers for a range of perfectly legitimate purposes live in constant fear of breaking the law. This has stimulated the contact centre technology sector to come up with new ways of delivering the benefits of full predictive dialling without abandoning any calls. One such technology will be described in some detail.


15.30 - 16.00

Manveer Mangat


Omnichannel has been a hot button topic for a few years now, but in asking agents to do it all, are we asking for the impossible? Do omniagents exist? Are we seeking unicorns? Join Manveer Mangat, CTO at Sesui, to learn about evolving customer experience hubs where no one agent is expected to do it all. Instead, specialised agents work together sharing data and insights, often remotely, to provide a more personalised 24/7 customer experience.


16.15 - 16.45

Adrien Lesage

Augmented Visual-IVR, the unique way to digitize calls

Discover how Dial Once reinvents customer care with its omnichannel Visual-IVR. Accessible from every point of contact (Call, Web, Messenger..), our Plug & Play solution improves customer experience, reduces handling costs, boosts digital transformation and collects analytics about customer paths. Users who try it, adopt it overwhelmingly and enjoy an unparalleled experience. Come to test yourself!