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2024 Seminar Programme

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Join us for 2 days of packed content where we'll explore three primary themes with 10 sub-tracks that showcase the latest strategies, solutions, technologies and ideas for CX and contact centre professionals.

Make sure you click and drag across to see the full agenda for each theatre

Look out for more sessions to be announced soon...

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Keynote Theatre

Sponsored by:

nice

  1. Contact Centre 2.0: The evolving workforce
    Keynote Theatre
     
    Chairperson
    Martin Teasdale
    Martin Teasdale, Founder - Get out of Wrap
    Speakers
    Chantal Mitchell
    Chantal Mitchell, Customer Experience Manager - Vivid
  2. Brought to you by NICE
    Keynote Theatre
     
    • Employee Engagement & Agent Support
    • Customer Service
    • Customer Experience
    How to make your customer experience SING
    Keynote Theatre
    How do you make your customer Experience SING? We know that CSAT results are on the decline and in t ...
    Speakers
    Garry Gormley
    Garry Gormley, Founder - FAB Solutions
  4. How contact centres can demonstrate their value
    Keynote Theatre
    The spotlight is on the contact centre. It’s the beating heart of any organisation, with customer in ...
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    Press 1 for staff retention: Eight authentic ways Emotional Intelligence will help create call centre careers
    Keynote Theatre
    What if call centre agents could master their well-being through emotional intelligence (EQ), develo ...
    Speakers
    Sandra Thompson
    Sandra Thompson, Founding Director - The Ei Evolution
    • Digital Transformation
    • Omni-Channel
    Microsoft Teams and Contact Centre, Understanding Your Options
    Keynote Theatre
    Microsoft Teams continues to grow massively, with 320 million MAU and 20 million Teams Phone users. ...
    Speakers
    Tom Arbuthnot
    Tom Arbuthnot, Co-Founder - Empowering.Cloud
    • Workforce Management
    • Employee Engagement & Agent Support
    • Digital Transformation
    How I Hacked Your Call Centre - Tales from a Social Engineer
    Keynote Theatre
    Max is a seasoned ethical hacker with a special interest in social engineering and a strong track re ...
    Speakers
    Max Corbridge PCSP
    Max Corbridge PCSP, Head of Adversary Simulation - JUMPSEC
    • Digital Transformation
    • AI
    • Customer Experience
    Navigating GenAI with Ethics
    Keynote Theatre
    How can you navigate the path to secure innovation in the world of GenAI? Where can GenAI create tru ...
    Speakers
    Stephen Alstrup
    Stephen Alstrup, Professor in Algorithms - Department of Computer Science, University of Copenhagen
Future of the Contact Centre Theatre

Sponsored by:

spinklr

  1. Next-Gen, AI-Driven CCaaS, straight from the horses mouth
    Future of the Contact Centre Theatre
     
    Speakers
    Andrew Pattie
    Andrew Pattie, CX Solutions Director - Sprinklr
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Using your brain® - The smart ways to get the best from Artificial Intelligence
    Future of the Contact Centre Theatre
    This session will separate hype from reality, danger from safety and discuss how some of the world’s ...
    Speakers
    Sean Taylor DL
    Sean Taylor DL, CEO - Content Guru
    • Digital Transformation
    • Customer Experience
    • Leadership
    Next-Gen CX: The future of your contact centre
    Future of the Contact Centre Theatre
    Join us at the Call and Contact Centre Expo for an insightful session led by Five9, a leader in clou ...
    Speakers
    Steve Blood
    Steve Blood, VP of Market Intelligence and Evangelism - Five9
    • AI
    • Customer Experience
    • Data & Analytics
    Why 100% coverage = 100% confidence: Make AutoQA work for you
    Future of the Contact Centre Theatre
    Heading into 2025, if your contact centre is still relying on random sampling for your QA, you’re mi ...
    Speakers
    Chris Mounce
    Chris Mounce, Product and Training Specialist - EvaluAgent
  5. Brought to you by Uniphore
    Future of the Contact Centre Theatre
     
  6. Brought to you by Parloa
    Future of the Contact Centre Theatre
     
  7. Brought to you Onepilot
    Future of the Contact Centre Theatre
     
Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Operations
    Revolutionising Contact Centres: The Strategic Impact of Proprietary AI at Dialpad
    Connected Contact Centre Theatre
    Step into the future of contact centre operations with Dialpad’s cutting-edge AI, DialpadGPT. In thi ...
    Speakers
    Sid Farmiloe
    Sid Farmiloe, Senior Solutions Engineer - Dialpad
    • Employee Engagement & Agent Support
    • Customer Experience
    • Data & Analytics
    Listen, Understand, Act: Transforming Agent-Customer Interactions with AI
    Connected Contact Centre Theatre
    While chatbots are becoming more effective at handling straightforward customer queries, human agent ...
    Speakers
    Simon Black
    Simon Black, COO - Creovai
  3. Brought to you by Callminer
    Connected Contact Centre Theatre
     
    Speakers
    Mark Lockyer
    Mark Lockyer, Director of International Sales - CallMiner
  4. Brought to you by Bandwidth
    Connected Contact Centre Theatre
     
  5. Brought to you by Calabrio
    Connected Contact Centre Theatre
     
    Speakers
    Ed Creasey
    Ed Creasey, Vice President of Solution Engineering - Calabrio
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. Brought to you by Genesys
    Contact Centre Technology Theatre
     
  2. Brought to you by RingCentral
    Contact Centre Technology Theatre
     
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    AI-Powered Transformation: Navigating the Road to Excellence
    Contact Centre Technology Theatre
    Discover how AI is revolutionizing the industry as we journey through its evolution and navigate its ...
    Speakers
    Martin Taylor
    Martin Taylor, Deputy CEO - Content Guru
  4. Brought to you by Talkdesk
    Contact Centre Technology Theatre
     
  5. Brought to you by Puzzel
    Contact Centre Technology Theatre
     
  6. Brought to you by Ardanis
    Contact Centre Technology Theatre
     
    • Customer Service
    • Operations
    • Customer Experience
    From Successfully Managing to Exceeding your Customer Expectations
    Contact Centre Technology Theatre
    Successfully managing your customers' expectations is one of the main focuses when it comes to deliv ...
    Speakers
    Pierre Bauzee
    Pierre Bauzee, Customer Experience Consultant and Trainer, Founder - Beyond Satisfaction
Customer Experience Transformation Theatre

Sponsored by:

nextiva

    • AI
    • Customer Experience
    • Omni-Channel
    Unlock value from AI-enhanced CX: Strategies you can put to work today
    Customer Experience Transformation Theatre
    The excitement surrounding artificial intelligence (AI) continues to grow, affecting every industry. ...
    Speakers
    David Paulding
    David Paulding, VP, International - Nextiva
    Edwin Marqulies
    Edwin Marqulies, Chief Evangelist - Nextiva
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Blending AI for the Perfect Customer Experience: Evolution, Not Extinction
    Customer Experience Transformation Theatre
    In the rapidly evolving landscape of customer service, staying ahead means embracing cutting-edge te ...
    Speakers
    Samantha Haylor
    Samantha Haylor, UK Managing Director - Daktela
  3. Brought to you by Kore.ai
    Customer Experience Transformation Theatre
     
    Speakers
    Serkan Inrahim
    Serkan Inrahim, VP Europe - Kore.ai
  4. Brought to you by 8x8
    Customer Experience Transformation Theatre
     
  5. Brought you you by Intercom
    Customer Experience Transformation Theatre
     
  6. Brought to you by Audiocodes
    Customer Experience Transformation Theatre
     
Digital CX Theatre

Sponsored by:

cisco

    • Digital Transformation
    • Operations
    • Customer Experience
    Expect the unexpected – How to adapt to rapid change​
    Digital CX Theatre
    In today's modern world, the one thing that is guaranteed is that things outside of your control wil ...
    Speakers
    Joseph Pratten
    Joseph Pratten, CX Sales Specialist - Webex by Cisco
    • Digital Transformation
    • AI
    • Customer Experience
    Revolutionising Customer Experience: How AI is Transforming the Contact Centre
    Digital CX Theatre
    In this engaging session, discover how AI is reshaping the landscape of contact centres. Learn from ...
    Speakers
    Thomas John
    Thomas John, Regional Vice President of Channel Sales - Five9
  3. Brought to you by Xceed
    Digital CX Theatre
     
    • Employee Engagement & Agent Support
    • AI
    • Leadership
    Delivering Strengths Based Agent Coaching with AI insights
    Digital CX Theatre
    In this session, Scorebuddy’s Founder and CEO will explore how strengths-based agent coaching, empow ...
    Speakers
    Derek Corcoran
    Derek Corcoran, Founder & CEO - Scorebuddy
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    How enhanced communication in the contact center leads to effective results, brought to you by Sanas
    Digital CX Theatre
    This session explores how innovative AI-technology has positively impacted the CX industry, with evi ...
    Speakers
    Ben Warner
    Ben Warner, Dir. Solutions Engineering - Sanas
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Effective Benchmarking Workshop: Real customer operation benchmarking
    Training, Leadership & Culture Zone
    Shrinkage, attrition, and service levels are key operating assumptions which need to be better under ...
  2. Operational Effectiveness Workshop: Creating a learning culture
    Training, Leadership & Culture Zone
    Improve your operational effectiveness along with key strategic decisions and the develop your influ ...
  3. Strategy. Culture. Colleagues. Customers. Operations.
    Training, Leadership & Culture Zone
    Come and discover the keys for contact centre leaders to create a contact centre operation that will ...
Keynote Theatre

Sponsored by:

nice

    • Workforce Management
    • Customer Experience
    • Data & Analytics
    Raising Standards in Customer Operations
    Keynote Theatre
    Hear how organisations are driving understanding and learning from their resource planning teams uti ...
    Speakers
    Andy Doughty
    Andy Doughty, Head Of Business Planning - Legal & General
    Chris Clarke
    Chris Clarke, Global Head of Real Time - eBay
    Zoff Makda
    Zoff Makda, Head of Operational Resource Planning - Legal & General
    • Digital Transformation
    • Customer Service
    • AI
    Contact Centre Metrics - vanity vs sanity - time for a metric overhaul?
    Keynote Theatre
    Non delivery of metrics is creating stress and anxiety across every day in all roles in contact cent ...
    Speakers
    Nerys Corfield
    Nerys Corfield, Director - Injection Consulting
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    TREX - A roaring keynote
    Keynote Theatre
    Introducing TREX - a new concept for our world. The TREX, once the dominant species in its environme ...
    Speakers
    Martin Teasdale
    Martin Teasdale, Founder - Get out of Wrap
  4. Creating human-centred contact centres to support those who are vulnerable
    Keynote Theatre
     
    Speakers
    Helen Bellamy
    Helen Bellamy, Vulnerable Customer Specialist - Quilter
    Zain Rawji
    Zain Rawji - Kroo Bank
    • Digital Transformation
    • AI
    • Customer Experience
    Using AI to drive your purpose
    Keynote Theatre
    Simplyhealth’s purpose is ‘to improve access to Healthcare for all in the UK’. This is a bold ambiti ...
    Speakers
    Dan Eddie
    Dan Eddie, Customer Service Director - SimplyHealth & Denplan
Future of the Contact Centre Theatre

Sponsored by:

spinklr

  1. Brought to you by Sprinklr
    Future of the Contact Centre Theatre
     
    • Digital Transformation
    • AI
    • Omni-Channel
    Proactive, real-time communications: Transform customer experiences with AI-powered digital messaging
    Future of the Contact Centre Theatre
    Imagine a future where your organization doesn’t just respond to customer needs but anticipates them ...
    Speakers
    Oliver Cooke
    Oliver Cooke, Technical Solutions Architect - Cisco
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    Attracting, recruiting, and retaining talent within your contact centre, utilising technology (but more importantly humans)
    Future of the Contact Centre Theatre
    In today's highly competitive job market, finding and attracting the best talent for your contact ce ...
    Speakers
    Mark Conway
    Mark Conway, Managing Director - CCP Recruitment
    • AI
    • Customer Experience
    • Data & Analytics
    Managing the EU AI Act and GDPR Compliance in Contact Centre
    Future of the Contact Centre Theatre
    This session focuses on managing AI risk levels and adhering to GDPR compliance within contact centr ...
    Speakers
    Lynsey Hanson
    Lynsey Hanson, Global Data Protection Officer - Tenintel
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. Brought to you by Genesys
    Contact Centre Technology Theatre
     
  2. Brought to you by AudioLiz
    Contact Centre Technology Theatre
     
Customer Experience Transformation Theatre

Sponsored by:

nextiva

  1. Brought to you by Uniphore
    Customer Experience Transformation Theatre
     
    • AI
    • Operations
    • Data & Analytics
    5 ways predictive metrics will shape the contact centre
    Customer Experience Transformation Theatre
    Discover how predictive metrics are set to revolutionize contact centres, improving performance, eff ...
    Speakers
    Ben Cave
    Ben Cave, Product Director - EvaluAgent
Digital CX Theatre

Sponsored by:

cisco

  1. Delivering Trusted Answers in the Digital Age: eGain’s AI Knowledge Framework for Enterprises
    Digital CX Theatre
    In today's digital landscape, delivering accurate, compliant, and trusted information is essential f ...
    Speakers
    Anthony Gray
    Anthony Gray, VP EMEA - eGain
  2. Brought to you by NICE
    Digital CX Theatre
     
    • Digital Transformation
    • AI
    • Customer Experience
    The future of Customer Connection: Empowering the human touch in an AI world Brought to you by Sanas
    Digital CX Theatre
    This session will explore how cutting-edge AI technology is revolutionizing the contact center lands ...
    Speakers
    Anant Singh
    Anant Singh, Vice President of Go-to-Market - Sanas
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Effective Benchmarking Workshop: Real customer operation benchmarking
    Training, Leadership & Culture Zone
    Shrinkage, attrition, and service levels are key operating assumptions which need to be better under ...
  2. Operational Effectiveness Workshop: Creating a learning culture
    Training, Leadership & Culture Zone
    Improve your operational effectiveness along with key strategic decisions and the develop your influ ...
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Registration is now OPEN!

Registration is now OPEN!

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Join us on 27-28th Nov 2024 | ExCeL, London

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