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2024 Seminar Programme

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Discover the highlights from our 2024 event, where we explored three primary themes and 10 sub-tracks, showcasing the latest strategies, solutions, technologies, and ideas for CX and contact center professionals.

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

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Keynote Theatre

Sponsored by:

nice

  1. Contact Centre 2.0: The evolving workforce
    Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    As customer needs shift and technology advances, new roles are emerging that are transforming both customer and employee experiences. From AI supervisors to omnichannel experts, discover how these cha ...
    Chairperson
    Martin Teasdale
    Martin Teasdale, Founder - Get out of Wrap
    Speakers
    Chantal Mitchell
    Chantal Mitchell, Customer Experience Manager - Vivid
    Jo Garland
    Jo Garland, Director, Customer Engagement EMEA - The LEGO Group
    Vinay Parmar
    Vinay Parmar, Founder - Dhruva Star
  2. Leading the Future of Customer Service Automation
    Keynote Theatre
    • Digital Transformation
    • Customer Service
    • AI
    nice
    Speakers
    Laura Malinsky
    Laura Malinsky, Director, Solutions Sales, EMEA Analytics & Digital - NICE
    Sue Bolt
    Sue Bolt, International Solution Sales Director WEM - NICE
  3. How to make your customer experience SING
    Keynote Theatre
    • Employee Engagement & Agent Support
    • Customer Service
    • Customer Experience
    How do you make your customer Experience SING? We know that CSAT results are on the decline and in this session we explore some of the data that underpins this and how the Key CX roadblocks contribute ...
    Speakers
    Garry Gormley
    Garry Gormley, Founder - FAB Solutions
  4. How contact centres can demonstrate their value
    Keynote Theatre
    • Operations
    • Leadership
    • Data & Analytics
    The spotlight is on the contact centre. It’s the beating heart of any organisation, with customer insight, business-leading approaches to DEIB and wellbeing, and the ability to generate genuine busine ...
    Speakers
    Kate Law
    Kate Law, Membership & Learning Director - CCMA
  5. Press 1 for staff retention: Eight authentic ways Emotional Intelligence will help create call centre careers
    Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    What if call centre agents could master their well-being through emotional intelligence (EQ), developing this crucial skill on their own terms and at their own pace? The result: a frontline team of he ...
    Speakers
    Sandra Thompson
    Sandra Thompson, Founding Director - The Ei Evolution
  6. Microsoft Teams and Contact Centre, Understanding Your Options
    Keynote Theatre
    • Digital Transformation
    • Omni-Channel
    Microsoft Teams continues to grow massively, with 320 million MAU and 20 million Teams Phone users. And now has the option of more advanced agent and supervisor scenarios with the Queues app. One of t ...
    Speakers
    Tom Arbuthnot
    Tom Arbuthnot, Co-Founder - Empowering.Cloud
  7. How I Hacked Your Call Centre - Tales from a Social Engineer
    Keynote Theatre
    • Workforce Management
    • Employee Engagement & Agent Support
    • Digital Transformation
    Max is a seasoned ethical hacker with a special interest in social engineering and a strong track record for hacking the human side of cyber security. Join him as he recounts tales of impersonating bo ...
    Speakers
    Max Corbridge PCSP
    Max Corbridge PCSP, Head of Adversary Simulation - JUMPSEC
  8. CANCELLED: Navigating GenAI with Ethics
    Keynote Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    How can you navigate the path to secure innovation in the world of GenAI? Where can GenAI create true value and where does it fail? How can we make sure to use it safely and be compliant? In this pres ...
    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. Customer Fireside Chat: The know how to act now: brand stories for the next-gen contact centre
    Future of the Contact Centre Theatre
    • Customer Contact
    Expect to hear how you can: • Assess contact centres readiness for conversational intelligence and fine-tune service roadmaps. • Capture actionable insights across voice, digital, and social channels ...
    Chairperson
    Alan Gibson
    Alan Gibson, Service Specialist - Sprinklr
    Speakers
    Christine Lee
    Christine Lee, Senior Customer Service Manager - Wickes
    Gia Villondo
    Gia Villondo, Leader in Digital Customer Experience
  2. Using your brain® - The smart ways to get the best from Artificial Intelligence
    Future of the Contact Centre Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    This session will separate hype from reality, danger from safety and discuss how some of the world’s largest organisations are using leading AI services to lower costs and increase revenues, whilst ac ...
    Speakers
    Sean Taylor DL
    Sean Taylor DL, CEO - Content Guru
  3. Next-Gen CX: The future of your contact centre
    Future of the Contact Centre Theatre
    • Digital Transformation
    • Customer Experience
    • Leadership
    Join us at the Call and Contact Centre Expo for an insightful session led by Five9, a leader in cloud contact centre solutions. In this session, former Gartner analyst and now chief evangelist at Five ...
    Speakers
    Steve Blood
    Steve Blood, VP of Market Intelligence and Evangelism - Five9
  4. Why 100% coverage = 100% confidence: Make AutoQA work for you
    Future of the Contact Centre Theatre
    • AI
    • Customer Experience
    • Data & Analytics
    Heading into 2025, if your contact centre is still relying on random sampling for your QA, you’re missing out on the bigger picture. Moreover, you could be missing critical interactions affecting your ...
    Speakers
    Chris Mounce
    Chris Mounce, Product and Training Specialist - EvaluAgent
  5. How Generative AI is forging the future of CX and transforming the Contact Centre
    Future of the Contact Centre Theatre
    • Digital Transformation
    • AI
    • Data & Analytics
    In today’s Contact Centre, many departments are infusing AI across not one, but all areas of the customer journey, pioneering transformation by propelling some of the world’s most engaging customer an ...
    Speakers
    Yoel Goldenberg
    Yoel Goldenberg, Senior Vice President, Product Management - Uniphore
  6. "Skip the website, I’ll just call.” How Personalized AI Agents Will Become Your Primary Customer Contact Method
    Future of the Contact Centre Theatre
    • Customer Service
    • AI
    • Customer Experience
    AI Agents will become as important as your website or mobile app. This will lead to a 10x increase in conversations between consumers and businesses - and it all starts with your customer support. For ...
    Speakers
    Jan Seifert
    Jan Seifert, Lead Product Sales - Parloa
  7. Navigating the Outsourcing Landscape: Benefits and Drawbacks
    Future of the Contact Centre Theatre
    • Workforce Management
    • Customer Service
    • Customer Experience
    In today's competitive landscape, businesses face significant challenges in delivering exceptional customer care, particularly within contact centres. As companies strive to enhance their customer ser ...
    Chairperson
    George Loraine
    George Loraine, Expansion Manager, UK - Onepilot
    Speakers
    Katie Tanner
    Katie Tanner, Head of Operations - Loci
    Lucas Bornert
    Lucas Bornert, Co-Founder & COO - Onepilot
    Miles Courtney-Thomas
    Miles Courtney-Thomas, Co-Founder & Chief Customer Officer - Customer Start Limited
Connected Contact Centre Theatre

Sponsored by:

microsift

  1. Empowering the Future: Exploring the Future of Consumer Behaviour in the era of AI
    Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Omni-Channel
    How do we empower people in the era of AI? This session explores the profound shifts in consumer behaviour that we've seen from our customer's early adoption of Microsoft's Copilot solutions. The mind ...
    Speakers
    Laura Macleod
    Laura Macleod, Senior Product Owner – Conversational Banking - Virgin Money
    Sebastian Reeve
    Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft
  2. Revolutionising Contact Centres: The Strategic Impact of Proprietary AI at Dialpad
    Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Operations
    Step into the future of contact centre operations with Dialpad’s cutting-edge AI, DialpadGPT. In this session, explore the broader implications of AI in reshaping the landscape of customer service and ...
    Speakers
    Sid Farmiloe
    Sid Farmiloe, Senior Solutions Engineer - Dialpad
  3. Listen, Understand, Act: Transforming Agent-Customer Interactions with AI
    Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Customer Experience
    • Data & Analytics
    While chatbots are becoming more effective at handling straightforward customer queries, human agents are left handling the most challenging problems. Contact centre calls are becoming longer and more ...
    Speakers
    Simon Black
    Simon Black, COO - Creovai
  4. The Human Touch in a Tech-Driven World
    Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Customer Service
    • Customer Experience
    Seamless interactions between customers, and agents are the foundation for delivering exceptional experiences and driving long-term business success. Yet, with AI and automation rapidly transforming t ...
    Speakers
    Mark Lockyer
    Mark Lockyer, Director of International Sales - CallMiner
  5. The Future of Contact Centres: Taking Command of AI, Security, and CX
    Connected Contact Centre Theatre
    • Digital Transformation
    • AI
    • Operations
    Bandwidth’s research shows that 85% of enterprise IT leaders feel concerned about their contact centre security, and 92% of enterprise IT leaders plan on adopting Artificial Intelligence technologies ...
    Speakers
    Mehmet Hussein
    Mehmet Hussein, Director, Solutions Engineering - Bandwidth
  6. Voice of the Agent (VoA) - Empowering contact centre agents in a multichannel world
    Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Digital Transformation
    In recent years, the role of the contact centre agent has undergone a significant transformation. It has become more complex, visible, critical, and strategic than ever before. It's clear that when ag ...
    Speakers
    Ed Creasey
    Ed Creasey, Vice President of Solution Engineering - Calabrio
    Johanna Viklund
    Johanna Viklund, Global WFM Manager - H&M Group
  7. The challenges facing buyers in an AI-driven world
    Connected Contact Centre Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    The Knowledge Group (TKG) will explain the challenges organisations are facing when engaging the technology services market for AI solutions to solve their business challenges. Attendees will have the ...
    Speakers
    Spencer Brooks
    Spencer Brooks, Group Managing Director and Co-Founder - The Knowledge Group
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. Orchestrating AI & Digital Ecosystems: A Masterclass in Platform Integration - Seamlessly Connecting Genesys with AWS and ServiceNow
    Contact Centre Technology Theatre
    • Workforce Management
    • AI
    • Operations
    Unlock the full potential of your digital ecosystem by mastering the integration of industry-leading platforms. This presentation explores how to create a harmonious tech stack that drives efficiency, ...
    Chairperson
    Jeroen Sourbron
    Jeroen Sourbron, Strategic Global Alliances Director - Genesys
    Speakers
    Bobby Abedeen
    Bobby Abedeen, WW Principal, CXE – Customer Experience - Amazon Web Services
    Peter Mattravers
    Peter Mattravers, Customer Workflows Sales Director - ServiceNow
  2. Best Practices for AI in Customer Service: Realising the Vision of an Effortless Customer Experience
    Contact Centre Technology Theatre
    • Customer Contact
     
    Speakers
    Karen Patalay
    Karen Patalay, SE Team Lead - RingCentral
  3. AI-Powered Transformation: Navigating the Road to Excellence
    Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Discover how AI is revolutionizing the industry as we journey through its evolution and navigate its pitfalls and limitations in the quest for excellence. From chatbots to advanced data analytics, AI- ...
    Speakers
    Martin Taylor
    Martin Taylor, Deputy CEO - Content Guru
  4. Generative AI, Meet Agentic AI: The Dynamic Duo Revolutionising Customer Experience
    Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    You’ve heard the buzz about generative AI, and you’ve likely seen its impact—crafting human-like responses, assisting with everyday tasks, and generating real-time insights. But what about agentic AI? ...
    Speakers
    Pedro Andrade
    Pedro Andrade, VP, AI & Automation - Talkdesk
  5. Maximising Customer Experience and ROI: Insights from Forrester’s Total Economic Impact™ Study on Puzzel
    Contact Centre Technology Theatre
    • Digital Transformation
    • Customer Experience
    • Omni-Channel
    Contact centres are constantly juggling the need to deliver exceptional customer experiences while keeping costs down. Unfortunately, legacy contact centre platforms often stand in the way, burdened w ...
    Speakers
    Gabi Warren
    Gabi Warren, Chief Marketing Officer - Puzzel
    Sundeep Boughan
    Sundeep Boughan, Director of Sales Engineering - Puzzel
  6. Embrace The Uncertainty: How AI enriches the Contact Centre Experience
    Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • Digital Transformation
    • AI
    A false dichotomy: It’s not “Us vs. Them” it’s “Us & Them” Using the right AI enriches the agent experience which improves the customer experience. In any new technology era uncertainty can prevent ad ...
    Speakers
    JC Durbin
    JC Durbin, jc.durbin@ardanis.com - Ardanis
  7. From Successfully Managing to Exceeding your Customer Expectations
    Contact Centre Technology Theatre
    • Customer Service
    • Operations
    • Customer Experience
    Successfully managing your customers' expectations is one of the main focuses when it comes to delivering an exceptional experience to your clients. You can have everything in place in order to provid ...
    Speakers
    Pierre Bauzee
    Pierre Bauzee, Founder - Beyond Satisfaction, Talent Agency for Hospitality and Customer Service
Customer Experience Transformation Theatre

Sponsored by:

nextiva

  1. Unlock value from AI-enhanced CX: Strategies you can put to work today
    Customer Experience Transformation Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    The excitement surrounding artificial intelligence (AI) continues to grow, affecting every industry. Customer experience (CX) leaders face increasing pressure to showcase their progress in leveraging ...
    Speakers
    David Paulding
    David Paulding, VP, International - Nextiva
    Edwin Marqulies
    Edwin Marqulies, Chief Evangelist - Nextiva
  2. AI for CX: Evolution, Not Extinction
    Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    In the rapidly evolving landscape of customer service, staying ahead means embracing cutting-edge technology while retaining the human touch. Join Samantha Haylor from Daktela to explore how integrati ...
    Speakers
    Samantha Haylor
    Samantha Haylor, UK Managing Director - Daktela
  3. Cut Through the AI Hype: Five Must-Have Techniques for Your Contact Centre
    Customer Experience Transformation Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    AI doesn’t have to be all talk. In this session, we’ll show you five practical tools and their impact. Make your Contact Centre more efficient and effective in 2025 while supporting your agents to do ...
    Speakers
    Gaurav Mathur
    Gaurav Mathur, CEO, EMEA - Kore.ai
  4. Navigating the AI Revolution: Transformative Impacts and Proven Strategies for Success
    Customer Experience Transformation Theatre
    • Customer Service
    • AI
    • Customer Experience
    In the midst of a technological storm, our industry is experiencing a revolution comparable to the industrial revolution, driven by the rapid advancements in AI. This transformation is reshaping the w ...
    Speakers
    Steve Bell
    Steve Bell, VP, EMEA Solutions Consulting - Verint
  5. Will AI Take My Job? A Contact Centre Story
    Customer Experience Transformation Theatre
    • Customer Service
    • AI
    • Customer Experience
    8x8
    Speakers
    Chris Angus
    Chris Angus, VP EMEA for Contact Centre Engagement - 8x8
  6. Using AI to transform the ‘Customer Experience’ Practical lessons and insights from building an AI first strategy
    Customer Experience Transformation Theatre
    • Digital Transformation
    • Customer Service
    • AI
    In this session, you’ll learn how Intercom is leveraging AI to revolutionize customer experience through an AI-first strategy. The presentation will cover what it means to implement AI-first, detailin ...
    Speakers
    Franka Martinovic
    Franka Martinovic, Director, Customer Support - Intercom
  7. No One Gets Fired for Investing in Microsoft - But the Wrong Microsoft Teams Contact Center Could Cost You
    Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    In this session, Jon Zoltie will guide you through the five critical questions you need to ask, and the essential details you must grasp before making a decision. Join us to discover: • How to avoid " ...
    Speakers
    Jon Zoltie
    Jon Zoltie, Contact Centre Specialist - AudioCodes
Digital CX Theatre

Sponsored by:

cisco

  1. Expect the unexpected – How to adapt to rapid change​
    Digital CX Theatre
    • Digital Transformation
    • Operations
    • Customer Experience
    In today's modern world, the one thing that is guaranteed is that things outside of your control will happen. This can have a massive impact on customer experience and the functional operation of the ...
    Speakers
    Joseph Pratten
    Joseph Pratten, CX Sales Specialist - Webex by Cisco
  2. Revolutionising Customer Experience: How AI is Transforming the Contact Centre
    Digital CX Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    In this engaging session, discover how AI is reshaping the landscape of contact centres. Learn from Five9’s experts about the latest advancements in AI technology and how they are driving efficiency, ...
    Speakers
    Thomas John
    Thomas John, VP EMEA - Five9
  3. Leveraging Digital Capabilities to drive Inclusive Society Through Seamless Customer Experience
    Digital CX Theatre
    • Digital Transformation
    • Customer Service
    • Customer Experience
    Xceed Contact Centre and the Egyptian government collaborated on a digital transformative initiative to revolutionize communication for Egypt’s Deaf and Mute community. The government-owned, Xceed-ope ...
    Speakers
    Rasha Ezzeldin
    Rasha Ezzeldin, Sales & Marketing Director - Xceed
  4. Fortify your Contact Centre against Fraudsters
    Digital CX Theatre
    • Digital Transformation
    More than 1 in every 730 calls into call centres will be fraudulent by the end of 2024. The evolution of voice deepfakes, legacy authentication technologies, and the increased sophistication of frauds ...
    Speakers
    Sumant Mauskar
    Sumant Mauskar, SVP, Sales & Global Partners LinkedIn - Pindrop
  5. Delivering Strengths Based Agent Coaching with AI insights
    Digital CX Theatre
    • Employee Engagement & Agent Support
    • AI
    • Leadership
    In this session, Scorebuddy’s Founder and CEO will explore how strengths-based agent coaching, empowered by AI-driven insights, can revolutionise performance management in contact centres. Attendees w ...
    Speakers
    Derek Corcoran
    Derek Corcoran, Founder & CEO - Scorebuddy
  6. The future of Customer Connection: Empowering the human touch in an AI world Brought to you by Sanas
    Digital CX Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    This session will explore how cutting-edge AI technology is revolutionizing the contact center landscape to elevate experiences by empowering employees. Sanas is pushing the boundaries of AI by unlock ...
    Speakers
    Ben Warner
    Ben Warner, Dir. Solutions Engineering - Sanas
  7. Recruitment & Retention within Contact Centres & Customer Experience – observations, challenges and getting it right as we go into 2025.
    Digital CX Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    With a panel including a Chief Customer Experience officer with a wealth of operations and customer-facing exposure, a Chief People Officer with experience gained across a variety of Global BPOs & bra ...
    Chairperson
    Rob Dermott
    Rob Dermott, Client Solutions Director - CCA Recruitment Group
    Speakers
    Jo Regan Iles
    Jo Regan Iles, Chief People Officer - ATM Group
    Sarah Williams
    Sarah Williams, Chief Customer Experience Officer - Westminster City Council
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Effective Benchmarking Workshop: Real customer operation benchmarking
    Training, Leadership & Culture Zone
    • Customer Contact
    Shrinkage, attrition, and service levels are key operating assumptions which need to be better understood. Move away from lazy “industry standard” assumptions for metrics which can be hugely variable. ...
    Speakers
    Chris Rainsforth
    Chris Rainsforth, Director of Learning & Innovation - The Forum
    Dave Vernon
    Dave Vernon, Director of Membership & Best Practice - The Forum
    Phil Anderson
    Phil Anderson, CEO - The Forum
  2. Operational Effectiveness Workshop: Creating a learning culture
    Training, Leadership & Culture Zone
    • Customer Contact
    Improve your operational effectiveness along with key strategic decisions and the develop your influencing skills. Learn how the Planning and Improvement cycle can be used to create and implement your ...
    Speakers
    Chris Rainsforth
    Chris Rainsforth, Director of Learning & Innovation - The Forum
    Dave Vernon
    Dave Vernon, Director of Membership & Best Practice - The Forum
    Phil Anderson
    Phil Anderson, CEO - The Forum
  3. Strategy. Culture. Colleagues. Customers. Operations.
    Training, Leadership & Culture Zone
    • Leadership
    Come and discover the keys for contact centre leaders to create a contact centre operation that will deliver business success. Covering strategy considerations, culture creation, colleague happiness, ...
    Speakers
    Mel Lomax
    Mel Lomax, Learning and Accreditation Manager - CCMA
Keynote Theatre

Sponsored by:

nice

  1. Raising Standards in Customer Operations
    Keynote Theatre
    • Workforce Management
    • Customer Experience
    • Data & Analytics
    Hear how organisations are driving understanding and learning from their resource planning teams utilising The Forums Standards Benchmarking programme and framework. Members eBay and Legal and General ...
    Chairperson
    Phil Anderson
    Phil Anderson, CEO - The Forum
    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
  2. Contact Centre Metrics - vanity vs sanity - time for a metric overhaul?
    Keynote Theatre
    • Digital Transformation
    • Customer Service
    • AI
    Non delivery of metrics is creating stress and anxiety across every day in all roles in contact centres across this fair land. This session takes a look at the history and future of the Contact Centre ...
    Speakers
    Nerys Corfield
    Nerys Corfield, Director - Injection Consulting
  3. TREX - A roaring keynote
    Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    Introducing TREX - a new concept for our world. The TREX, once the dominant species in its environment, is back ! No longer confined to Jurassic park, the TREX now strides across our Contact Centre in ...
    Speakers
    Martin Teasdale
    Martin Teasdale, Founder - Get out of Wrap
  4. Elevating Customer Care for the Vulnerable
    Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Customer Experience
    In today’s customer experience landscape, understanding and supporting vulnerable customers is more important than ever. We'll be exploring how to identify what makes a customer vulnerable and how you ...
    Chairperson
    Megan Jones
    Megan Jones, Editor - Call Centre Helper Magazine
    Speakers
    Helen Beaumont Manahan
    Helen Beaumont Manahan, Director of Training and People Development - BPA Quality
    Helen Bellamy
    Helen Bellamy, Vulnerable Customer Specialist - Quilter
  5. Using AI to drive your purpose
    Keynote Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    Simplyhealth’s purpose is ‘to improve access to Healthcare for all in the UK’. This is a bold ambition, so this session will talk about WHY Simplyhealth is using AI and how it is helping the organisat ...
    Speakers
    Dan Eddie
    Dan Eddie, Customer Service Director - SimplyHealth & Denplan
  6. World Class Customer Experience with a Human Touch
    Keynote Theatre
    • Customer Service
    • Customer Experience
    Discover how developing advisors to build rapport, show empathy and connect with customers has resulted in an increase in c-sat, NPS and colleague experience. Key Takeaways: a. Human connection is key ...
    Speakers
    Emily Simmons
    Emily Simmons, Learning Facilitator - Boost HR
    Michelle Stevenson
    Michelle Stevenson, Director of Customer Service - RS
    Nicola Callan
    Nicola Callan, Founder and Director - Boost HR
  7. Young Consumers - The Reality
    Keynote Theatre
    • Customer Service
    • Omni-Channel
    For many years we have been told that the young generation has different requirements when it comes to how companies service and support them. They do not want to use voice channels, they don't believ ...
    Chairperson
    Chris de Souza
    Chris de Souza, Director of Business Consulting - CGI
    Speakers
    Brad Davies
    Brad Davies, Cyber Security Consultant - CGI
    Harman Marwaha
    Harman Marwaha, Consultant | Project Manager - CGI
    Jazmine Frost
    Jazmine Frost, Business Development Consultant – Financial Services & DEI Lead - CGI
    Thomas Lasbrook
    Thomas Lasbrook, Problem Manager - CGI
    Todd Revell
    Todd Revell, UK & Australia Space, Defence and Intelligence (SDI) Marketing Consultant - CGI
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
    • Digital Transformation
    • Customer Service
    • AI
    · Experience tailored customer care solutions crafted by AI, ensuring personalized and effective support · Optimise your customer service operations with AI-driven automation, streamlining processes f ...
    Speakers
    Andrew Pattie
    Andrew Pattie, CX Solutions Director - Sprinklr
  2. Proactive, real-time communications: Transform customer experiences with AI-powered digital messaging
    Future of the Contact Centre Theatre
    • Digital Transformation
    • AI
    • Omni-Channel
    Imagine a future where your organization doesn’t just respond to customer needs but anticipates them, identifying and addressing their requirements and needs before they even contact you. Join us as w ...
    Speakers
    Oliver Cooke
    Oliver Cooke, Technical Solutions Architect - Cisco
  3. The Role of Real-Time Speech AI in Enabling Future-Proof Proactive Customer Service Strategies
    Future of the Contact Centre Theatre
    • AI
    This session explores how real-time speech AI is transforming customer service by enabling businesses to anticipate and address customer needs proactively. Attendees will learn how AI-powered speech r ...
    Speakers
    Jean-Louis Queguiner
    Jean-Louis Queguiner, Founder & CEO - Gladia
  4. Attracting, recruiting, and retaining talent within your contact centre, utilising technology (but more importantly humans)
    Future of the Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    In today's highly competitive job market, finding and attracting the best talent for your contact centre can be incredibly challenging. Employers and hiring managers are constantly seeking innovative ...
    Chairperson
    Mark Conway
    Mark Conway, Managing Director - CCP Recruitment
    Speakers
    Hannah Cox
    Hannah Cox, Client Partner & Headhunter - Gallop Executive Recruitment
    Rachel Percival
    Rachel Percival, Global Director of Customer Service - PayByPhone
    Richard Jennings
    Richard Jennings, Head of Renewals - Hastings Direct
  5. Managing the EU AI Act and GDPR Compliance in Contact Centre
    Future of the Contact Centre Theatre
    • AI
    • Customer Experience
    • Data & Analytics
    This session focuses on managing AI risk levels and adhering to GDPR compliance within contact centres. We will explore various AI risk categories, from minimal risk tools to high-risk systems handlin ...
    Speakers
    Lynsey Hanson
    Lynsey Hanson, Global Data Protection Officer - Tenintel
Connected Contact Centre Theatre

Sponsored by:

microsift

  1. Empowering the Future: Exploring the Future of Consumer Behaviour in the era of AI
    Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Omni-Channel
    How do we empower people in the era of AI? This session explores the profound shifts in consumer behaviour that we've seen from our customer's early adoption of Microsoft's Copilot solutions. The mind ...
    Speakers
    Sebastian Reeve
    Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft
  2. Embracing 'Mobile-First' Customer Experiences
    Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Leadership
    • Data & Analytics
    In today’s digital era, mobile devices have become the primary way customers interact with businesses. This session, "Embracing Mobile-First Customer Experiences," delves into the critical importance ...
    Speakers
    Martin Harris
    Martin Harris, Head of New Business Sales - Vonage
    Shameem Smillie
    Shameem Smillie, Director of Product Enablement - Vonage
  3. Closing the “Trust Gap” and Increasing Confidence in Your LLM-Powered Chatbots
    Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Customer Experience
    Cyara Botium is a comprehensive, automated conversational AI optimization platform equipped with all the tools an organisation needs to effectively design, test, monitor and maintain their bots. We’re ...
    Speakers
    Dave Vernon
    Dave Vernon, Sr. Solution Architect - Cyara
  4. How an all-in-one unified comms and contact centre platform boosts productivity and helps deliver exceptional CX
    Connected Contact Centre Theatre
    • Digital Transformation
    • Customer Experience
    • Omni-Channel
    In this talk Vodafone Business and RingCentral will share insights about the business impacts of all-in-one unified communications and contact centre platforms. Bringing these platforms together allow ...
    Speakers
    Mark Bean
    Mark Bean, Senior Channel Manager Global Service Providers - RingCentral
    Ryan Cox
    Ryan Cox, UC & CC Product Manager - Vodafone Business
  5. You can't be what you don't see
    Connected Contact Centre Theatre
    • Workforce Management
    • Employee Engagement & Agent Support
    • Leadership
    Leading by example and demonstrating effective behaviors, offering a clear path for those looking to grow, equipping them with the knowledge and focus needed to become the leaders of tomorrow. Not onl ...
    Speakers
    Richard Powell
    Richard Powell, Business Trainer & Coach - MadeYou
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. AI-Powered Experience Orchestration: Revolutionizing CX & EX - Leverage AI Copilot and Social Listening for Seamless Interactions
    Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Discover how Genesys AI transforms customer and employee experiences. Learn how to orchestrate seamless interactions across all touchpoints and enhance agent performance with Agent Copilot, virtual ag ...
    Speakers
    Berkay Ozkose
    Berkay Ozkose, Social Innovation Lead, EMEA - Genesys
    Steve Barratt
    Steve Barratt, Digital & AI Specialist, EMEA - Genesys
  2. Darwin - Helping businesses navigate the technology minefield
    Contact Centre Technology Theatre
    • Digital Transformation
    We will be joined by Darwin Technology Solutions for an interactive session on strategies to get the most out of the technology marketplace. We will cover: • How to get the requirements right from the ...
    Speakers
    Al Stephens
    Al Stephens, Founder - Darwin
  3. AI for quality monitoring in call centers : experience feedback
    Contact Centre Technology Theatre
    • AI
    • Operations
    • Customer Experience
    AI-driven quality monitoring in call centers reduces churn, boosts sales, and cuts staff time by tenfold. I’ll show you how you can enhance customer experience by using AI. By automating call evaluati ...
    Speakers
    David Klajman
    David Klajman, CEO - Audioliz
  4. Connecting Agent Competence to Profit, Growth, Efficiency & Productivity in 2025: A Blueprint for Success
    Contact Centre Technology Theatre
    • Customer Contact
    Profit, growth, efficiency, and productivity are the lifeblood of contact centres around the globe – and as many organisations turn to vast amounts of technology solutions in a bid to automate, stream ...
    Speakers
    Ben Scales
    Ben Scales, Head of Sales - Elephants Don’t Forget
    Grace Marshall
    Grace Marshall, Sales Development Manager - Elephants Don't Forget
  5. How can AI transform contact centres?
    Contact Centre Technology Theatre
    • Customer Service
    • AI
    • Customer Experience
    This session explores how AI-driven solutions can transform contact centres by improving response times, reducing operational costs, and enhancing customer satisfaction. Through real-world examples, w ...
    Speakers
    Anantika Jain
    Anantika Jain, Co-founder - Nurix
  6. Future of Customer Service : AI + Knowledge Management
    Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • Customer Service
    • AI
    Damien Popote, CEO and co-founder of Mayday, dives into the indispensable synergy between AI and knowledge management in modern customer service. Discover why these tools are now must-haves: knowledge ...
    Speakers
    Damien Popote
    Damien Popote, CEO & Co-Founder - Mayday
Customer Experience Transformation Theatre

Sponsored by:

nextiva

  1. Cracking the GenAI code: From ‘Black Box’ to transparent CX
    Customer Experience Transformation Theatre
    • Digital Transformation
    • AI
    • Data & Analytics
    If 2023 was the year the world discovered GenAI, 2024 is the year organisations truly began using and deriving business value from this new technology. From employee experimentation to organisational ...
    Speakers
    Yoel Goldenberg
    Yoel Goldenberg, Senior Vice President, Product Management - Uniphore
  2. 5 ways predictive metrics will shape the contact centre
    Customer Experience Transformation Theatre
    • AI
    • Operations
    • Data & Analytics
    Discover how predictive metrics are set to revolutionize contact centres, improving performance, efficiency, and - most importantly - customer satisfaction. Ben Cave, Product Director at evaluagent, w ...
    Speakers
    Ben Cave
    Ben Cave, Product Director - EvaluAgent
  3. Sustainable Customer Satisfaction with AI: More Insights, Fewer Blind Spots, Zero Guesswork. Artiwise VoC Platform – Transform Feedback into Action
    Customer Experience Transformation Theatre
    • Customer Experience
    • Data & Analytics
    • Omni-Channel
    Discover how Artiwise's advanced Voice of Customer (VoC) analytics platform transforms raw feedback into actionable intelligence, driving sustainable customer satisfaction. Learn how our comprehensive ...
    Speakers
    Fatih Cetin
    Fatih Cetin, CTO, Co-founder - Artiwise
  4. AI Driving a Step Change in CX: Zoom's Leadership in Innovation
    Customer Experience Transformation Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    zoom
    Speakers
    James Adamczuk
    James Adamczuk, CX Evangelist EMEA - Zoom
  5. Unlocking Leadership Greatness: Embrace the Learning Mindset
    Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    In this session, Clayton will reveal how leaders can tap into their existing strengths and experiences to develop a continuous learning mentality. Attendees will explore how adopting this mindset acce ...
    Speakers
    Clayton Drotsky
    Clayton Drotsky, Founder and Director - Growth Crew
Digital CX Theatre

Sponsored by:

cisco

  1. Delivering Trusted Answers in the Digital Age: eGain’s AI Knowledge Framework for Enterprises
    Digital CX Theatre
    • Customer Contact
    In today's digital landscape, delivering accurate, compliant, and trusted information is essential for organisations. At the core of this is eGain’s AI Knowledge platform, which provides a robust, tru ...
    Speakers
    Anthony Gray
    Anthony Gray, VP EMEA - eGain
  2. Navigating Digital Transformation with Carnival UK: Adopting AI and Automation for CX Excellence
    Digital CX Theatre
    • Employee Engagement & Agent Support
    • Digital Transformation
    • AI
    nice
    Chairperson
    Luke Duffell
    Luke Duffell, Digital Sales Engineering Manager - NICE
    Speakers
    Jon Wells
    Jon Wells, Director Contact Centre - Carnival UK
    Sam Webster
    Sam Webster, Senior Manager, Workforce Management & Analytics - Carnival UK
  3. How enhanced communication in the contact center leads to effective results, brought to you by Sanas
    Digital CX Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    This session explores how innovative AI-technology has positively impacted the CX industry, with evidence shown in improved CSAT and NPS across three diverse customer profiles. We'll delve into real-w ...
    Speakers
    Ben Warner
    Ben Warner, Dir. Solutions Engineering - Sanas
  4. An honest look in the mirror: New data reveals if brands are meeting customer expectations
    Digital CX Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    New data reveals how brands can meet customer expectations in the UK. Our fresh research uncovers what UK customers really want – and where leading brands are falling short. Join us for an exclusive s ...
    Speakers
    Dvir Hoffman
    Dvir Hoffman, CEO - CommBox
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Effective Benchmarking Workshop: Real customer operation benchmarking
    Training, Leadership & Culture Zone
    • Customer Contact
    Shrinkage, attrition, and service levels are key operating assumptions which need to be better understood. Move away from lazy “industry standard” assumptions for metrics which can be hugely variable. ...
    Speakers
    Chris Rainsforth
    Chris Rainsforth, Director of Learning & Innovation - The Forum
    Dave Vernon
    Dave Vernon, Director of Membership & Best Practice - The Forum
    Phil Anderson
    Phil Anderson, CEO - The Forum
  2. Operational Effectiveness Workshop: Creating a learning culture
    Training, Leadership & Culture Zone
    • Customer Contact
    Improve your operational effectiveness along with key strategic decisions and the develop your influencing skills. Learn how the Planning and Improvement cycle can be used to create and implement your ...
    Speakers
    Chris Rainsforth
    Chris Rainsforth, Director of Learning & Innovation - The Forum
    Dave Vernon
    Dave Vernon, Director of Membership & Best Practice - The Forum
    Phil Anderson
    Phil Anderson, CEO - The Forum
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