2021 Programme

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2021 Programme

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CCC Keynote Theatre
RingCentral
  1. CCC Keynote Theatre
    In this session you will learn how Google Voice and Video features within the contact centre format. ...
  2. CCC Keynote Theatre
    As restrictions are eased and lockdown lifts, many people will feel anxious and uncertain about how ...
    Sponsors
    Wellity
  3. CCC Keynote Theatre
    For too long, the contact center customer experience has been both driven and constrained by the lim ...
    Sponsors
    Blue Prism
  4. CCC Keynote Theatre
    Are you ready for the next generation Contact Centre? Digital engagement, multi-media, social media ...
    Sponsors
    BrightCloud Group
  5. CCC Keynote Theatre
    Only a few years ago, Costa Express' contact centre employees worked entirely in-house at company he ...
    Sponsors
    RingCentral
  6. CCC Keynote Theatre
    Microsoft Teams continues to grow massively and many organisations are aggressively moving to Phone ...
  7. CCC Keynote Theatre
    Remote. Hybrid. In-office. After more than 18 months of uncertainty, teams are making the return to ...
    Sponsors
    Zendesk
CUX Keynote Theatre
Odigo
  1. CUX Keynote Theatre
    Customer service in the digital age revolves around multiple communication channels, also known as o ...
    Sponsors
    Collinson and Freshworks
  2. CUX Keynote Theatre
    In this session we look at the volatility of customer service and how this relates to Contact Centre ...
    Sponsors
    FAB Solutions
  3. CUX Keynote Theatre
    Vulnerable customers are at a greater risk of harm due to financial, health or capability constraint ...
    Sponsors
    Odigo
  4. CUX Keynote Theatre
    Frontline teams can often find themselves operating as an island - disconnected from the rest of the ...
    Sponsors
    8x8
  5. CUX Keynote Theatre
    With more than 50% of the UK adult population considered to be in a vulnerable circumstance at any o ...
    Sponsors
    KMB Telemarketing
  6. CUX Keynote Theatre
    Against the backdrop of ‘The Great Resignation’, recent CCMA research shows those most at risk of qu ...
    Sponsors
    Atos & Nice InContact
The Evolving Contact Centre Theatre
TTEC
  1. The Evolving Contact Centre Theatre
    Your contact centre is your lifeline and your agents (virtual or human) your first responders – with ...
    Sponsors
    Onecom
  2. The Evolving Contact Centre Theatre
    Gartner state that 65% of customers are frustrated by inconsistent experiences across channels. So, ...
    Sponsors
    TTEC
  3. The Evolving Contact Centre Theatre
    Voice is the next frontier. Voice and audio have risen in popularity as evidenced by the nearly 40% ...
    Sponsors
    Dialpad
  4. The Evolving Contact Centre Theatre
    Discover Essilor best practices that enable them to scale their business and outperform the market. ...
    Sponsors
    Diabolocom
  5. The Evolving Contact Centre Theatre
    In a bid to provide simple, reliable and fair connectivity to everyone during the pandemic, TalkTalk ...
    Sponsors
    Semafone Limited
  6. The Evolving Contact Centre Theatre
    With customer expectations at an all-time high, saving valuable agent time and streamlining your pro ...
    Sponsors
    Content Guru Ltd
Smarter Collaboration Theatre
8x8
  1. Smarter Collaboration Theatre
    Research shows that 80% of senior ICT decision-makers intend to integrate Microsoft Teams with third ...
    Sponsors
    8x8
  2. Smarter Collaboration Theatre
    Hybrid working promises to bring us greater productivity, a better work-life balance and much more. ...
    Sponsors
    Schej
  3. Smarter Collaboration Theatre
    Independent Consultant Joel Barnett explains the ten ways that Contact Centres have radically change ...
    Sponsors
    StableLogic
  4. Smarter Collaboration Theatre
    As more agents move to home working, CXReview offers a range of practical management solutions. How ...
    Sponsors
    CXReview Limited
  5. Smarter Collaboration Theatre
    Automation is THE conversation in customer support. With ever-evolving technology comes fast-paced p ...
    Sponsors
    Ultimate.ai
  6. Smarter Collaboration Theatre
    One of the biggest challenges call centres face is not completing a sale or service in just one conv ...
    Sponsors
    Lightico
  7. Smarter Collaboration Theatre
    CCaaS has been around for 20-years, but only gained a 20% ACD market share. Why? Companies and leade ...
    Sponsors
    CallCorp
The Connected Contact Centre Theatre
Verbio-Logo
  1. The Connected Contact Centre Theatre
    This session will showcase how Hindawi has managed to flow all customer communications into one cent ...
    Sponsors
    Freshworks
  2. The Connected Contact Centre Theatre
    Customer conversations are the best source of insight on which to build your corporate strategy. Man ...
    Sponsors
    Genii Ai
  3. The Connected Contact Centre Theatre
    This session will explore how voice virtual assistants are helping the biggest companies in the worl ...
    Sponsors
    Verbio Technologies
  4. The Connected Contact Centre Theatre
    In this seminar we'll present how we deliver end to end CX solutions across multiple channels with A ...
    Sponsors
    SmartAgent
  5. The Connected Contact Centre Theatre
    This session explores how to get the best out of working with Genesys Cloud CX and the Microsoft sta ...
    Sponsors
    Foehn & Genesys
  6. The Connected Contact Centre Theatre
    This session will explore the ongoing professionalisation of the Contact Centre, and how QA, technol ...
    Sponsors
    BPA Quality
Contact Centre Transformation Theatre
logmein
  1. Contact Centre Transformation Theatre
    In a world where the Customer Relation is becoming essential to brands, and where companies are putt ...
    Sponsors
    KIAMO
  2. Contact Centre Transformation Theatre
    Differentiate your customer experience with unified technology and processes. This talk will demonst ...
    Sponsors
    Britannic Technologies Ltd
  3. Contact Centre Transformation Theatre
    Looking to give your business an edge against the competition? Video can provide that added touch th ...
    Sponsors
    Lifesize
  4. Contact Centre Transformation Theatre
    60% of all customer requests can be automated using AI and NLP bots. These bots can interact with cl ...
    Sponsors
    Enterprise Bot
  5. Contact Centre Transformation Theatre
    Join Adrian Swinscoe, author of Punk CX and Simon Johnson, General Manager of Freshworks UK&I as the ...
    Sponsors
    Freshworks
Contact Centre Technology Theatre
Atos-Nice-InContact-Logo
  1. Contact Centre Technology Theatre
    Against the backdrop of ‘The Great Resignation’, recent CCMA research shows those most at risk of qu ...
    Sponsors
    Atos & Nice InContact
  2. Contact Centre Technology Theatre
    Customer service does not start and end at the contact centre. To deliver great customer service, bu ...
    Sponsors
    Cirrus Response & Gamma
  3. Contact Centre Technology Theatre
    With customer expectations at an all-time high, saving valuable agent time and streamlining your pro ...
    Sponsors
    Content Guru Ltd
  4. Contact Centre Technology Theatre
    The reason why most companies use several applications to respond to client interactions is because ...
    Sponsors
    Akio
  5. Contact Centre Technology Theatre
    A simple headset route that will help you to shape your new workspace Normal.
    Sponsors
    JPL Telecom
  6. Contact Centre Technology Theatre
    This session explores how no-code technology enables AI Chatbots to evolve from answering broad cust ...
    Sponsors
    Synthetix
The Future of Customer Contact Theatre
RingCentral
  1. The Future of Customer Contact Theatre
    Some of the world's most demanding organisations, from multinationals to the UK Parliament, entrust ...
    Sponsors
    RingCentral
  2. The Future of Customer Contact Theatre
    Gone are the days when voice wasn't accurate enough, available in enough languages, or able to under ...
    Sponsors
    LumenVox
  3. The Future of Customer Contact Theatre
    The Christmas season is fast approaching and your website is going to be inundated with customers sh ...
    Sponsors
    Vee24
  4. The Future of Customer Contact Theatre
    Contact centres today are faced with juggling hybrid working, cloud migrations, digital transformati ...
    Sponsors
    Eckoh
  5. The Future of Customer Contact Theatre
    So you want to improve customer experience, manage peaks in demand, introduce new channels, train an ...
    Sponsors
    Cirrus Response & Gamma
  6. The Future of Customer Contact Theatre
    Sponsors
    Mediatel Data
Next Generation Contact Centre Theatre
Twilio
  1. Next Generation Contact Centre Theatre
    The contact centre has now changed for good and businesses need to adapt. We discuss with the head o ...
    Sponsors
    Twilio
  2. Next Generation Contact Centre Theatre
    Zen believe in creating a great place to work and continually hit the Sunday Times 100 Best Companie ...
    Sponsors
    Business Systems
  3. Next Generation Contact Centre Theatre
    New technology from Noetica (SABRE™) will increase your call centre performance and boost your botto ...
    Sponsors
    Noetica Limited
  4. Next Generation Contact Centre Theatre
    The key for optimization of call centres has for a long time focused on technology meeting people, p ...
    Sponsors
    XM Reality
  5. Next Generation Contact Centre Theatre
    Outstanding performance requires the best direction, auditions for the key roles and supporting cast ...
    Sponsors
    Playvox
  6. Next Generation Contact Centre Theatre
    Tune into this session and to get valuable insights on converting high technology investments to dir ...
    Sponsors
    Phonon Communications
Customer and User Experience Theatre
KMS Lighthouse
  1. Customer and User Experience Theatre
    Customer expectations, needs and behaviours are changing faster than ever before, accelerated by the ...
    Sponsors
    Odigo
  2. Customer and User Experience Theatre
    Technology is available today to automate the large majority of customer interactions in a distribut ...
    Sponsors
    Talkdesk
  3. Customer and User Experience Theatre
    Explore what's new in mobile communication technologies, and how you can leverage the same to engage ...
    Sponsors
    Kaleyra
  4. Customer and User Experience Theatre
    In a winner-take-all economy, only the creative survive. Businesses and brands must be more imaginat ...
    Sponsors
    and jump
  5. Customer and User Experience Theatre
    With all the competition out there for all industries, the customer has the luxury of going to whoev ...
    Sponsors
    TVR Media LTD
  6. Customer and User Experience Theatre
    Have you ever launched a website or digital product that either; Didn't fit the target market? Fell ...
    Sponsors
    PixelTree
The Digital Customer Theatre
Infinity
  1. The Digital Customer Theatre
    Unfortunately, silos persists in agile-land. Agile projects often still lack a shared language, mutu ...
    Sponsors
    More than Metrics GmbH
  2. The Digital Customer Theatre
    The pandemic has been a challenge for many businesses, but it's also created some unexpected opportu ...
    Sponsors
    Puzzel Ltd
  3. The Digital Customer Theatre
    Contact centres face a myriad of new and existing pressures. Maintaining an agent workforce with the ...
    Sponsors
    Awaken Intelligence
  4. The Digital Customer Theatre
    Most CX improvement programmes are only going to get you so far. If you want to know how to deliver ...
    Sponsors
    Infinity
CCC Keynote Theatre
RingCentral
  1. CCC Keynote Theatre
    The rise of Employee Monitoring during the pandemic has caused alarm, distrust and, in some instance ...
  2. CCC Keynote Theatre
    The role of the contact centre is evolving. Customers are demanding smarter experiences and organisa ...
    Sponsors
    Puzzel Ltd
  3. CCC Keynote Theatre
    There has been a positive shift in CX during the pandemic. Technology has led that change, with mass ...
    Sponsors
    Mitel Network
CUX Keynote Theatre
Odigo
  1. CUX Keynote Theatre
    This entertaining, energising, inspirational, educational and unforgettable musical keynote performa ...
  2. CUX Keynote Theatre
    The way the world views your brand directly affects your organisation. It always has done. But now i ...
    Sponsors
    SoCrowd
  3. CUX Keynote Theatre
    Consider how to create a seamless journey that works for your customers and people. By starting with ...
    Sponsors
    The Forum
  4. CUX Keynote Theatre
    With the emergence of chat-bots, customers can now self-serve when it comes to simple requests they ...
    Sponsors
    Eleveo
The Evolving Contact Centre Theatre
TTEC
  1. The Evolving Contact Centre Theatre
    SMS and chat apps have become mission-critical communication tools in our personal lives. But many b ...
    Sponsors
    8x8
  2. The Evolving Contact Centre Theatre
    Keeping up with changing customer demands often leads to contact centres accelerating their plans fo ...
    Sponsors
    TTEC
  3. The Evolving Contact Centre Theatre
    Artificial Intelligence is on the rise, with chatbots now a familiar sight to most people. Within th ...
    Sponsors
    Content Guru Ltd
  4. The Evolving Contact Centre Theatre
    Most of you will have deployed voice- and chatbots these days. Whether you deploy one single bot or ...
    Sponsors
    VIER GmbH
Smarter Collaboration Theatre
8x8
  1. Smarter Collaboration Theatre
    Jimmy Hosang is a data scientist, contact centre enthusiast and a failed actor. Drawing on his exper ...
    Sponsors
    The Modular Analytics Co
  2. Smarter Collaboration Theatre
    With changes to buyer behaviour and brand loyalty, every company is now a contact centre, needing to ...
    Sponsors
    TelcoSwitch
  3. Smarter Collaboration Theatre
    It’s estimated that businesses spent over $15 billion per week last year during the first 3 months o ...
    Sponsors
    8x8
  4. Smarter Collaboration Theatre
    At a time when more of us than ever are working from home and conducting transactions remotely, it i ...
    Sponsors
    Aculab
The Connected Contact Centre Theatre
Verbio-Logo
  1. The Connected Contact Centre Theatre
    This session explores how to get the best out of working with Genesys Cloud CX and the Microsoft sta ...
    Sponsors
    Foehn & Genesys
  2. The Connected Contact Centre Theatre
    Learn how Google AI enabled technology is helping to transform one of the UK's major ministerial dep ...
    Sponsors
    FourNet
  3. The Connected Contact Centre Theatre
    How voice biometrics can improve the customer call centre journey.
    Sponsors
    Daon
Contact Centre Transformation Theatre
logmein
  1. Contact Centre Transformation Theatre
    As most contact centres found during lockdown, switching to work-from-home is about a lot more than ...
    Sponsors
    Sensee
  2. Contact Centre Transformation Theatre
    3 actionable ideas that service leaders can implement today, to help customers have better experienc ...
    Sponsors
    Mazaru
  3. Contact Centre Transformation Theatre
    The latest trends global brands and organizations must adhere to succeed in the digital economy  Use ...
    Sponsors
    Infobip
  4. Contact Centre Transformation Theatre
    Back in 2013, my initial focus was to solve challenges with cost-savings for our own customer servic ...
    Sponsors
    Indicate me
Contact Centre Technology Theatre
Atos-Nice-InContact-Logo
  1. Contact Centre Technology Theatre
    The global pandemic has changed the way in which we work, probably forever. Over the last 18 months ...
    Sponsors
    X2o Media
  2. Contact Centre Technology Theatre
    The housing sector is under significant economic and social pressure, so it requires different, and ...
    Sponsors
    Cirrus Response & Gamma
  3. Contact Centre Technology Theatre
    The ability to adapt and respond quickly to changing business processes and new informational needs, ...
    Sponsors
    Nimble Elearning
  4. Contact Centre Technology Theatre
    A simple headset route that will help you to shape your new workspace Normal.
    Sponsors
    JPL Telecom
  5. Contact Centre Technology Theatre
    Earned wage access is designed with you in mind, to improve the productivity of your workforce and i ...
    Sponsors
    Hastee
The Future of Customer Contact Theatre
RingCentral
  1. The Future of Customer Contact Theatre
    People are often afraid of new technology and questions we here are "does this work with my existing ...
    Sponsors
    Twilio
  2. The Future of Customer Contact Theatre
    Rolling out new tech to multiple contact centres is no mean feat. That's exactly what Debt Recovery ...
    Sponsors
    RingCentral
  3. The Future of Customer Contact Theatre
    How the effective implementation of Quality Management and analytical tools can help contact centres ...
    Sponsors
    Mitel Network
  4. The Future of Customer Contact Theatre
    Our true measure of success lies in what is done with information we provide and how much it is trus ...
    Sponsors
    The Forum
  5. The Future of Customer Contact Theatre
    Put Chrome OS to work in contact centres with new integrated solutions.
    Sponsors

    Chrome OS

Next Generation Contact Centre Theatre
Twilio
  1. Next Generation Contact Centre Theatre
    Using Teams in traditional telephony, especially within a contact centre and customer service, can b ...
    Sponsors
    Luware AG
  2. Next Generation Contact Centre Theatre
    Many contact center agents quit the workforce amid the “Great Resignation” in 2020 and a big chunk o ...
    Sponsors
    eGain LTD
  3. Next Generation Contact Centre Theatre

     

    Sponsors
    Phonexia
  4. Next Generation Contact Centre Theatre
    Today's online consumers want to find answers to their questions on their own rather than reach out ...
    Sponsors
    Smart Tribune
  5. Next Generation Contact Centre Theatre
    The future of CX will be powered by human and digital teams. Businesses need to prepare and understa ...
    Sponsors
    Five9
  6. Next Generation Contact Centre Theatre
    Searching for a customer automation solution that is ‘just right' can seem impossible. There are end ...
    Sponsors
    Koopid
Customer and User Experience Theatre
KMS Lighthouse
  1. Customer and User Experience Theatre
    Sponsors
    Clientship
  2. Customer and User Experience Theatre
    How having one reporting and analytics view of multiple systems enables a real time view of the full ...
    Sponsors
    eSales Hub
  3. Customer and User Experience Theatre
    As customers' expectations have changed, the demand for instantaneous responses has steadily increas ...
    Sponsors
    e-bot7 GmbH
  4. Customer and User Experience Theatre
    The advent of the in vehicle digital screen has seen an explosion of interfaces in every manner of v ...
    Sponsors
    Conjure Ltd
The Digital Customer Theatre
Infinity
  1. The Digital Customer Theatre
    Companies are increasingly moving to cloud technologies but still have data stored in disparate syst ...
    Sponsors
    Alscient
  2. The Digital Customer Theatre
    Learn to gauge how your customers are feeling, how they want to interact with you and where they are ...
    Sponsors
    Infinity
  3. The Digital Customer Theatre
    "The future success of customer service organizations rests on their ability to continuously anticip ...
    Sponsors
    KMS Lighthouse
  4. The Digital Customer Theatre
    Join us as we explore the customer service gap model together and highlight key strategies for deliv ...
    Sponsors
    Bunnyfoot