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Join us for 2 days of packed content where we'll explore three primary themes with 10 sub-tracks that showcase the latest strategies, solutions, technologies and ideas for CX and Contact Centre professionals to integrate into their business plans.

Our agenda is under construction– speakers to be revealed…

Interested in joining the speaker lineup – contact us at and provide us with your session title and synopsis

The three themes

Customer Experience

With the customer at the heart of everything, you want to ensure that they’re happy every step of the way. We’ll take you through the strategies you’ll need to implement, how to resolve issues, and the emotional aspect of customer interactions.

What you can expect to learn about:

  • Supporting vulnerable customers
  • Issue resolution
  • Fostering trust
  • Personalisation
  • Creating efficiency for the customer  
  • The ideal customer journey

Business Strategies

Making sure your contact centre runs smoothly takes a lot of work. From making it a profit centre to creating an engaging environment for agents, there are many strategies and elements that need to be considered to optimise employee and customer interactions.

But we’ve got you covered; you’ll learn about:

  • Leadership and Culture
  • Workforce Management
  • Recruitment & Training  
  • Employee engagement 
  • Operational efficiency
  • Agent support

Tech Innovation

We use tech for everything but knowing when to use it and what you should be using is a different question. To help optimise your contact centre, we’ll guide you through cutting-edge solutions that’ll streamline channels and optimise agent productivity and provide a seamless journey for your customer.

What you can expect to learn about:

  • AI
  • Omnichannel integration
  • Data Analytics
  • Cloud-based solutions
  • Workforce management

The Tracks

Workforce Management


Customer Experience


Employee Engagement & Agent Support


Customer Service








Data & Analytics


Digital Transformation