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Keynote Theatre
Sponsored by:
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- Employee Engagement & Agent Support
- Operations
- Leadership
Keynote TheatreAs 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 ... -
- Digital Transformation
- Customer Service
- AI
Keynote Theatre
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- Employee Engagement & Agent Support
- Customer Service
- Customer Experience
Keynote TheatreHow 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 ... -
- Operations
- Leadership
- Data & Analytics
Keynote TheatreThe 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 ... -
- Employee Engagement & Agent Support
- Operations
- Leadership
Keynote TheatreWhat 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 ... -
- Digital Transformation
- Omni-Channel
Keynote TheatreMicrosoft 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 ... -
- Workforce Management
- Employee Engagement & Agent Support
- Digital Transformation
Keynote TheatreMax 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 ... -
- Digital Transformation
- AI
- Customer Experience
Keynote TheatreHow 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 ...
Future of the Contact Centre Theatre
Sponsored by:
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- Customer Contact
Future of the Contact Centre TheatreExpect 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 ... -
- Employee Engagement & Agent Support
- AI
- Customer Experience
Future of the Contact Centre TheatreThis 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 ... -
- Digital Transformation
- Customer Experience
- Leadership
Future of the Contact Centre TheatreJoin 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 ... -
- AI
- Customer Experience
- Data & Analytics
Future of the Contact Centre TheatreHeading 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 ... -
- Digital Transformation
- AI
- Data & Analytics
Future of the Contact Centre TheatreIn 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 ... -
- Customer Service
- AI
- Customer Experience
Future of the Contact Centre TheatreAI 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 ... -
- Workforce Management
- Customer Service
- Customer Experience
Future of the Contact Centre TheatreIn 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 ...
Connected Contact Centre Theatre
Sponsored by:
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- Customer Service
- AI
- Omni-Channel
Connected Contact Centre TheatreHow 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 ... -
- Customer Service
- AI
- Operations
Connected Contact Centre TheatreStep 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 ... -
- Employee Engagement & Agent Support
- Customer Experience
- Data & Analytics
Connected Contact Centre TheatreWhile 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 ... -
- Employee Engagement & Agent Support
- Customer Service
- Customer Experience
Connected Contact Centre TheatreSeamless 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 ... -
- Digital Transformation
- AI
- Operations
Connected Contact Centre TheatreBandwidth’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 ... -
- Employee Engagement & Agent Support
- Digital Transformation
Connected Contact Centre TheatreIn 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 ... -
- AI
- Customer Experience
- Omni-Channel
Connected Contact Centre TheatreThe 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 ...
Contact Centre Technology Theatre
Sponsored by:
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- Workforce Management
- AI
- Operations
Contact Centre Technology TheatreUnlock 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, ... -
- Customer Contact
Best Practices for AI in Customer Service: Realising the Vision of an Effortless Customer ExperienceContact Centre Technology Theatre -
- Employee Engagement & Agent Support
- AI
- Customer Experience
Contact Centre Technology TheatreDiscover 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- ... -
- Employee Engagement & Agent Support
- AI
- Customer Experience
Contact Centre Technology TheatreYou’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? ... -
- Digital Transformation
- Customer Experience
- Omni-Channel
Contact Centre Technology TheatreContact 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 ... -
- Employee Engagement & Agent Support
- Digital Transformation
- AI
Contact Centre Technology TheatreA 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 ... -
- Customer Service
- Operations
- Customer Experience
Contact Centre Technology TheatreSuccessfully 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 ...
Customer Experience Transformation Theatre
Sponsored by:
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- AI
- Customer Experience
- Omni-Channel
Customer Experience Transformation TheatreThe excitement surrounding artificial intelligence (AI) continues to grow, affecting every industry. Customer experience (CX) leaders face increasing pressure to showcase their progress in leveraging ... -
- Employee Engagement & Agent Support
- AI
- Customer Experience
Customer Experience Transformation TheatreIn 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 ... -
- Digital Transformation
- AI
- Customer Experience
Customer Experience Transformation TheatreAI 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 ... -
- Customer Service
- AI
- Customer Experience
Customer Experience Transformation TheatreIn 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 ... -
- Customer Service
- AI
- Customer Experience
Customer Experience Transformation Theatre
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- Digital Transformation
- Customer Service
- AI
Customer Experience Transformation TheatreIn 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 ... -
- Employee Engagement & Agent Support
- AI
- Customer Experience
Customer Experience Transformation TheatreIn 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 " ...
Digital CX Theatre
Sponsored by:
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- Digital Transformation
- Operations
- Customer Experience
Digital CX TheatreIn 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 ... -
- Digital Transformation
- AI
- Customer Experience
Digital CX TheatreIn 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, ... -
- Digital Transformation
- Customer Service
- Customer Experience
Digital CX TheatreXceed 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 ... -
- Digital Transformation
Digital CX TheatreMore 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 ... -
- Employee Engagement & Agent Support
- AI
- Leadership
Digital CX TheatreIn 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 ... -
- Digital Transformation
- AI
- Customer Experience
The future of Customer Connection: Empowering the human touch in an AI world Brought to you by SanasDigital CX TheatreThis 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 ... -
- Employee Engagement & Agent Support
- Operations
- Leadership
Digital CX TheatreWith 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 ...
Training, Leadership & Culture Zone
Sponsored by:
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- Customer Contact
Training, Leadership & Culture ZoneShrinkage, 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. ... -
- Customer Contact
Training, Leadership & Culture ZoneImprove 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 ... -
- Leadership
Training, Leadership & Culture ZoneCome 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, ...
Keynote Theatre
Sponsored by:
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- Workforce Management
- Customer Experience
- Data & Analytics
Keynote TheatreHear 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 ... -
- Digital Transformation
- Customer Service
- AI
Keynote TheatreNon 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 ... -
- Employee Engagement & Agent Support
- Operations
- Leadership
Keynote TheatreIntroducing 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 ... -
- Employee Engagement & Agent Support
- Operations
- Customer Experience
Keynote TheatreIn 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 ... -
- Digital Transformation
- AI
- Customer Experience
Keynote TheatreSimplyhealth’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 ... -
- Customer Service
- Customer Experience
Keynote TheatreDiscover 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 ... -
- Customer Service
- Omni-Channel
Keynote TheatreFor 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 ...
Future of the Contact Centre Theatre
Sponsored by:
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- Digital Transformation
- Customer Service
- AI
Future of the Contact Centre Theatre· 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 ... -
- Digital Transformation
- AI
- Omni-Channel
Future of the Contact Centre TheatreImagine 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 ... -
- AI
Future of the Contact Centre TheatreThis 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 ... -
- Employee Engagement & Agent Support
- Operations
- Leadership
Future of the Contact Centre TheatreIn 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 ... -
- AI
- Customer Experience
- Data & Analytics
Future of the Contact Centre TheatreThis 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 ...
Connected Contact Centre Theatre
Sponsored by:
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- Customer Service
- AI
- Omni-Channel
Connected Contact Centre TheatreHow 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 ... -
- Employee Engagement & Agent Support
- Leadership
- Data & Analytics
Connected Contact Centre TheatreIn 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 ... -
- Customer Service
- AI
- Customer Experience
Connected Contact Centre TheatreCyara 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 ... -
- Digital Transformation
- Customer Experience
- Omni-Channel
Connected Contact Centre TheatreIn 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 ... -
- Workforce Management
- Employee Engagement & Agent Support
- Leadership
Connected Contact Centre TheatreLeading 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 ...
Contact Centre Technology Theatre
Sponsored by:
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- Employee Engagement & Agent Support
- AI
- Customer Experience
Contact Centre Technology TheatreDiscover 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 ... -
- Digital Transformation
Contact Centre Technology TheatreWe 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 ... -
- AI
- Operations
- Customer Experience
Contact Centre Technology TheatreAI-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 ... -
- Customer Contact
Contact Centre Technology TheatreProfit, 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 ... -
- Customer Service
- AI
- Customer Experience
Contact Centre Technology TheatreThis 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 ... -
- Employee Engagement & Agent Support
- Customer Service
- AI
Contact Centre Technology TheatreDamien 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 ...
Customer Experience Transformation Theatre
Sponsored by:
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- Digital Transformation
- AI
- Data & Analytics
Customer Experience Transformation TheatreIf 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 ... -
- AI
- Operations
- Data & Analytics
Customer Experience Transformation TheatreDiscover how predictive metrics are set to revolutionize contact centres, improving performance, efficiency, and - most importantly - customer satisfaction. Ben Cave, Product Director at evaluagent, w ... -
- Customer Experience
- Data & Analytics
- Omni-Channel
Customer Experience Transformation TheatreDiscover how Artiwise's advanced Voice of Customer (VoC) analytics platform transforms raw feedback into actionable intelligence, driving sustainable customer satisfaction. Learn how our comprehensive ... -
- Digital Transformation
- AI
- Customer Experience
Customer Experience Transformation Theatre
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- Employee Engagement & Agent Support
- Operations
- Leadership
Customer Experience Transformation TheatreIn 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 ...
Digital CX Theatre
Sponsored by:
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- Customer Contact
Digital CX TheatreIn 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 ... -
- Employee Engagement & Agent Support
- Digital Transformation
- AI
Digital CX Theatre
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- Employee Engagement & Agent Support
- AI
- Customer Experience
How enhanced communication in the contact center leads to effective results, brought to you by SanasDigital CX TheatreThis 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 ... -
- AI
- Customer Experience
- Omni-Channel
Digital CX TheatreNew 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 ...
Training, Leadership & Culture Zone
Sponsored by:
-
- Customer Contact
Training, Leadership & Culture ZoneShrinkage, 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. ... -
- Customer Contact
Training, Leadership & Culture ZoneImprove 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 ...
