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18 & 19 MARCH 2020


Call and Contact Centre Expo; London Debut!

On March 21st and 22nd, the Call & Contact Centre Expo exploded onto the scene with its London debut at the capital’s coveted ExCeL! With the show’s impressive scale and incredibly high quality of both visitors and exhibitors, the 2018 event represents a real watershed moment for the ever-evolving CX sector.

As the industry’s most comprehensive and interactive exhibition for ambitious call and contact centre professionals, it should come as no surprise that Call & Contact Centre Expo attracted thousands of eager delegates from globally-recognised firms. Queueing to enter as soon as the shutters went up, this year’s delegates had flocked to London from as far afield as Iran to gain an informative insight into the technologies, services and solutions set to transform the customer experience landscape over the next 12 months… and beyond!

Quality or quantity? We had both. The calibre of attendee this year was absolutely phenomenal, with the 5,000+ visitors comprising of the likes of the CIO for British Telecom; European Contact Centre Manager for Panasonic Ltd; and the Director of Teleperformance Ltd! Impressing CX experts is never an easy task, but with 85% of attendees having already expressed their desire to return in 2019, we cannot wait to go again!

85% of visitors attended in 2018 to meet new, cutting-edge suppliers… finding a colossal 200 to choose from upon entry to the show! Filling the exhibition hall with every conceivable product and service available from an assortment of innovative enterprises, thousands of top-quality conversations were had not only with industry giants such as RingCentral and Avaya, but also with hosts of relatively new but extremely impressive firms, such as the fabulous Dixa.

Top quality visitors are of the utmost importance to us, and with 63% of this year’s crowd being budget decision makers, 2018 exhibitors were connected to an incredibly targeted and concentrated audience of buyers, all actively seeking to invest in the latest innovations needed to optimise and maximise levels of customer satisfaction. The result? 72% of exhibitors rebooked for next year’s event… on site!

The seminars at this year’s event were another notable crowd pleaser, with all 95 speakers being picked from the shelf reserved for the industry’s most influential experts and figureheads. Pulling in gig sized crowds, every hall overflowed with gripped attendees looking to hear first-hand of the latest tips, tricks and techniques that will revolutionise their business.

 The show was a spectacular two-day event, and showcased the latest and most effective developments within the customer engagement world. The GFM ClearComms team had a great time exhibiting and speaking at the Call & Contact Centre Expo

GFM ClearComms.

Sarah Masotti, Customer Change and Transformation Manager at Google Cloud, took to the Keynote Theatre stage soon after the doors opened on day one (maybe this explains that queue!). With hundreds of visitors heading straight for the stage, prime positions were in hot contention to hear how to use the right technology and culture to unlock innovation. Afterall, who doesn’t want their business to run like Google?!

How consumers are changing their attitudes towards digital service, and the realities of combining man and machine at the customer interface are definite hot-topics over the next 12 months. With Dr Nicola Millard, BT's Head of Customer Insight & Futures covering both in depth, it’s no surprise that she too drew a huge crowd of spectators, all eager to hear the informative outcome of her years of global research!

The London debut of Call & Contact also played host to a full programme of interactive masterclasses, all of which proved immensely busy and, due to popular demand, will certainly feature again in 2019! Visitors that managed to beat the rush and get themselves a seat, left the event brimming with essential demonstrations from the likes of Content Guru, Elephant’s Don’t Forget and RingCentral. The reason for the popularity of these classes was clear; all topics were pressing and vital to the industry over the coming year, how artificial intelligence can be used in a contact centre to improve the customer journey being but one example.

So, how do you round-up such an incredible event? By recognising the very best in call and contact centre innovation, with the first Call & Contact Centre Expo Awards!  Including categories such as Best Engagement Solution and Best Communications Provider, Avaya, Syntec, 8X8 and Genesys were all deemed worthy victors, winning the distinguished favour of the likes of Oracles’s Citizen Experience Director; the Head of Fan Experience at Liverpool FC; and Google Cloud’s Professional Services Manager. Congratulations to all of the teams!

Due to the overwhelming success of this year’s exhibition, plans are already being put in place to make 2019’s edition the biggest and most comprehensive showcase to date. We’ll be doubling the size of the show to bring you the ultimate CX exhibition… you ain’t seen nothing yet!

Exhibiting and Sponsorship enquiries : / 01872 218007

Marketing and Press enquiries: / 01179 902096