Event Themes & Tracks

Join us for 2 days of packed content where we'll explore three primary themes with 12 sub-tracks that showcase the latest strategies, solutions, technologies and ideas for CX and Contact Centre professionals to integrate into their business plans.

You can delve into the research supporting our key themes for this year's expo in collaboration with our Research Partner by clicking on the themes below:

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

Explore the research behind this theme with our Research Partner:

VIEW REPORT

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

Explore the research behind this theme with our Research Partner:

VIEW REPORT

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: