Theatre 9

Theatre 9 - sponsored by Avaya

Avaya is a recognised innovator and leading global provider for customer engagement solutions. The company provides technologies for unified communications and collaboration and contact center, along with related services to large enterprises, midmarket companies, small businesses and government organizations around the world.

Wedneday 21st March

Thursday 22nd March


11.00 - 11.30

Mark Oppermann

AI, Chatbots & Conversational Messaging is the Future are you Ready?

The challenge for Contact Centres has never been more difficult, all the talk & hype about AI, Chatbots, Machine Learning with all new channels like Messenger, WhatsApp, Viber etc. We will look at what’s real and what’s just hot air. We’ll look at practical ways this type of technology will add value to your business and what channels will you need to add to your Contact Centre in next 12/24 months.


11.45 - 12.15

Simon Beeching

Securing card payments in call centres, whilst improving customer experience

Syntec’s international research reveals increasing consumer reluctance to read out payment card details over the phone to call centre agents, as people are aware of widespread data breaches and vulnerabilities. Extracts from this research coupled with industry advice, case studies and video demos will explain DTMF or ‘keypad payment by phone’ as the new emerging technology to overcome this problem and also PCI DSS and GDPR compliance, with benefits for customers and contact centre operations alike.


12.30 - 13.00

Natalie Keightley

What does a Truly Exceptional Customer Experience mean?

Customer experience is often cited as the key enabler of competitive differentiation. But what constitutes a truly exceptional customer experience; what differentiates one experience from another; why do so many organisations still battle to deliver an exceptional experience; and what do organisations need to do to get it right? These are just some of the questions addressed in this hot-off- the-press research undertaken by analyst firm IDC and commissioned by Avaya.


13.15 - 13.45

Trevor Geraghty

Multi-channel Customer Engagement – we want it all and we want it now!

Customer engagement is no longer just about how you want to contact customers; it’s all about how they want to contact you. They decide how they contact you, when they contact you and what their expectations are. Your service is measured daily against your competitors and how you perform is public in real time via your own and other independent social media platforms such as Facebook and TrustPilot. This session will take you on a journey through the customer engagement terrain that Difference Corporation has pioneered with its clients – from traditional outbound sales, to automating regular customer touchpoints like meter reads through to click-to-pay debt collection - in a number of sectors including the financial services, energy and retail & leisure sectors. Trevor is a dynamic speaker and this promises to be an engaging seminar.


14.00 - 14.30

Matthew Bryars

Contact Centre Security and Compliance entirely from the Cloud

What do you have to do to become FCA, GDPR, PCI DSS and MiFID II compliant in your contact centre? Aeriandi discusses how a major UK financial institution has worked with them to achieve compliance, reduce fraud losses and improve their customer’s experience, at the same time.


14.45 - 15.15

Brian Martin

2018 – The Year Of Regulation!

A discussion on how natural language processing can help companies maintain regulatory compliance and improve their customers’ experience.


15.30 - 16.00

Thomas John

The Contact Centre of today - Customer Engagement in a Mobile World

Thomas John, a vice president in EMEA for Five9 will during this session, give you insights on how customer interactions changed. In a world where the customer is “always on”, it is more important than ever before to meet the customer on their preferred channel, to know them and to remember them and provide a seamless journey across channels to drive retention and loyalty.


16.15 - 16.45

Mark Ashton

Beyond CRM: Rethinking Customer Service

Hear how businesses are rethinking customer service for today''s connected, mobile customers by identifying and resolving the root causes of customer calls and transitioning to anticipating problems. Learn about the impacts of using new and emerging channels to improve the experience and how engaging the whole organization to deliver customer service is a game-changer.