The C&UX Expo logo

18 & 19 MARCH 2020


Ring Central: Sponsor of Theatre 20

Theatre 20: Sponsored By Ring Central

RingCentral is a leading provider of cloud-based global collaborative communications solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions.

Please note the below schedule is from the 2019 Call & Contact Centre Expo. The 2020 schedule will be released closer to the event.

    • Wednesday

      Mark Oppermann: Speaking in the Theatre 20

      11.00 - 11.30

      Mark Oppermann

      New Channels, AI & Chatbots – Essentials you need to know

      The growth of AI has led to the belief that agents will become obsolete. This couldn’t be further from reality. The challenge is finding the right balance between AI Chatbot automation and agent resources .  New channels like WhatsApp, Apple Business Chat and RCS for Android are becoming significant contact strategy drivers. With 90% of customer preferring digital conversations, conversational messaging is how contact centres are winning the customer experience battle. How can AI help your customers conversations to ensure you guide and route your conversations to the next best action from both an efficiency and effectiveness point of view, we will discuss how Webio Propensity X is delivering real and immediate business benefits.

      Richard Garel-Jones: Speaking in the Theatre 20

      11.45 - 12.15

      Richard Garel-Jones
      Oak Innovation Limited

      Using integration to improve compliance, workflow and customer experience

      Most contact centre operations use a wide range of ‘disconnected’ applications from telephony and customer relationship management through to call recording and payment systems. This session will explore the potential to improve workflow, customer experience and compliance by integrating services within your contact centre environment.

      Steve Prodger, CRO, SmartAction: Speaking in the Theatre 20

      12.30 - 13.00

      Steve Prodger, CRO, SmartAction

      The Top 5 Use Cases for AI-Powered Virtual Agents

      Customer behaviors have changed, and Customer Experience is the #1 problem facing businesses today. This interactive session will explore how leading global organizations have successfully implemented AI-powered virtual agents and the top use cases for AI automation in the contact centre.

      Lewis Graham: Speaking in the Theatre 20

      13.15 - 13.45

      Lewis Graham
      jtel GmbH

      Own your processes in the contact center environment using APIs

      The top do’s and don’ts when integrating contact center solutions with business processes. See how to identify the use cases relevant to your business and what APIs are required to achieve your goals when integrating with your backend CRM and ERP systems. Learn how to keep control of your business processes and eliminate walled gardens you cannot break out of later.

      Jonathan Sharp: Speaking in the Theatre 20

      14.00 - 14.30

      Jonathan Sharp
      Britannic Technologies

      How Digital Transformation Reduces Costs & Improves Customer Experience

      Customer Experience is a board priority and differentiator. The challenge is how to implement flexible and adaptive solutions that meet ever changing customer expectations and operational requirements. Learn how emerging digital technologies can transform your contact centre into a customer experience powerhouse, whilst reducing costs! We’ll show you how to increase efficiency, introduce automation, reduce cost to serve, personalise interaction and embark upon an attainable evolutionary journey of Digital Transformation.

      Ashley Burton: Speaking in the Theatre 20

      14.45 - 15.15

      Ashley Burton
      Eckoh Ltd

      How Omni Channel Solutions can really underpin Web Self Service

      Encourage customers to self-serve without forcing them, make them feel supported. A truly Omni Channel solution can make web self-service solutions shine enabling agents to communicate across channels without losing context, leading to a better experience. It’s essential to get the facts before making big decisions about investment. See how the key to success is to understand the customer journey and then match the technology to it, not the other way around.

      Sally Greenaway & David Richardson: Speaking in the Theatre 20

      15.30 - 16.00

      Sally Greenaway & David Richardson
      Premier CX

      Music – What is it Good For….???

      Does Your Contact Centre Music Improve the Customer Experience? How the choice of music impacts upon customers’ mood states and what it says about your brand.

      Andrew Skipsey: Speaking in the Theatre 20

      16.15 - 16.45

      Andrew Skipsey
      M12 Solutions

      Connected Properly? Real Single Source? The Reality is revealed!

      “Connectivity is King” – Modern Contact Centres are mission critical and the need for proven Gigabit speed, superb performance and inbuilt resilience is reality. M12 explains what a true single-source provider can look like and reveals the main pitfalls of multi-layer distribution models. With live examples, this presentation simplifies the very complex and proves that getting it right fuels growth and transforms performance. You’ll be informed, entertained and wowed! Please visit!