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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.

Make sure you click and drag across to see the full agenda for each theatre

Look out for more sessions to be announced soon...

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Keynote Theatre

Sponsored by:

nice

  1. Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    As 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 ...
  2. Keynote Theatre
    • Customer Contact
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  3. Keynote Theatre
    • Employee Engagement & Agent Support
    • Customer Service
    • Customer Experience
    How 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 ...
  4. Keynote Theatre
    • Operations
    • Leadership
    • Data & Analytics
    The 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 ...
  5. Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    What 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 ...
  6. Keynote Theatre
    • Digital Transformation
    • Omni-Channel
    Microsoft 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 ...
  7. Keynote Theatre
    • Workforce Management
    • Employee Engagement & Agent Support
    • Digital Transformation
    Max 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 ...
  8. Keynote Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    How 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:

spinklr

  1. Future of the Contact Centre Theatre
    • Digital Transformation
    • Customer Service
    • AI
    · 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 ...
  2. Future of the Contact Centre Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    This 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 ...
  3. Future of the Contact Centre Theatre
    • Digital Transformation
    • Customer Experience
    • Leadership
    Join 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 ...
  4. Future of the Contact Centre Theatre
    • AI
    • Customer Experience
    • Data & Analytics
    Heading 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 ...
  5. Future of the Contact Centre Theatre
    • Digital Transformation
    • AI
    • Data & Analytics
    In 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 ...
  6. Future of the Contact Centre Theatre
    • Customer Service
    • AI
    • Customer Experience
    AI 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 ...
  7. Future of the Contact Centre Theatre
    • Customer Contact
     
Connected Contact Centre Theatre

Sponsored by:

microsift

  1. Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Omni-Channel
    How 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 ...
  2. Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Operations
    Step 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 ...
  3. Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Customer Experience
    • Data & Analytics
    While 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 ...
  4. Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Customer Service
    • Customer Experience
    Seamless 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 ...
  5. Connected Contact Centre Theatre
    • Digital Transformation
    • AI
    • Operations
    Bandwidth’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 ...
  6. Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Digital Transformation
    In 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 ...
  7. Connected Contact Centre Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    The 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:

genesys

  1. Contact Centre Technology Theatre
    • Workforce Management
    • AI
    • Operations
    Unlock 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, ...
  2. Contact Centre Technology Theatre
    • Customer Contact
     
  3. Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Discover 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- ...
  4. Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    You’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? ...
  5. Contact Centre Technology Theatre
    • Digital Transformation
    • Customer Experience
    • Omni-Channel
    Contact 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 ...
  6. Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • Digital Transformation
    • AI
    A 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 ...
  7. Contact Centre Technology Theatre
    • Customer Service
    • Operations
    • Customer Experience
    Successfully 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:

nextiva

  1. Customer Experience Transformation Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    The excitement surrounding artificial intelligence (AI) continues to grow, affecting every industry. Customer experience (CX) leaders face increasing pressure to showcase their progress in leveraging ...
  2. Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    In 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 ...
  3. Customer Experience Transformation Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    Enterprises striving to scale AI face fragmented initiatives, security risks, and inconsistent standards. As Customer Service leaders, you are ahead of the curve and likely on a journey towards scalin ...
  4. Customer Experience Transformation Theatre
    • Customer Service
    • AI
    • Customer Experience
    In 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 ...
  5. Customer Experience Transformation Theatre
    • Customer Contact
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  6. Customer Experience Transformation Theatre
    • Digital Transformation
    • Customer Service
    • AI
    In 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 ...
  7. Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    In 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:

cisco

  1. Digital CX Theatre
    • Digital Transformation
    • Operations
    • Customer Experience
    In 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 ...
  2. Digital CX Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    In 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, ...
  3. Digital CX Theatre
    • Digital Transformation
    • Customer Service
    • Customer Experience
    Xceed 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 ...
  4. Digital CX Theatre
    • Digital Transformation
    More 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 ...
  5. Digital CX Theatre
    • Employee Engagement & Agent Support
    • AI
    • Leadership
    In 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 ...
  6. Digital CX Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    This 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 ...
  7. Digital CX Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    With 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:

daktela

  1. Training, Leadership & Culture Zone
    • Customer Contact
    Shrinkage, 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. ...
  2. Training, Leadership & Culture Zone
    • Customer Contact
    Improve 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 ...
  3. Training, Leadership & Culture Zone
    • Leadership
    Come 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:

nice

  1. Keynote Theatre
    • Workforce Management
    • Customer Experience
    • Data & Analytics
    Hear 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 ...
  2. Keynote Theatre
    • Digital Transformation
    • Customer Service
    • AI
    Non 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 ...
  3. Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    Introducing 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 ...
  4. Keynote Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Customer Experience
    In 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 ...
  5. Keynote Theatre
    • Digital Transformation
    • AI
    • Customer Experience
    Simplyhealth’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 ...
  6. Keynote Theatre
    • Customer Service
    • Customer Experience
    Discover 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 ...
  7. Keynote Theatre
    • Customer Service
    • Omni-Channel
    For 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:

spinklr

  1. Future of the Contact Centre Theatre
    • Customer Contact
     
  2. Future of the Contact Centre Theatre
    • Digital Transformation
    • AI
    • Omni-Channel
    Imagine 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 ...
  3. Future of the Contact Centre Theatre
    • AI
    This 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 ...
  4. Future of the Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    In 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 ...
  5. Future of the Contact Centre Theatre
    • AI
    • Customer Experience
    • Data & Analytics
    This 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:

microsift

  1. Connected Contact Centre Theatre
    • Customer Service
    • AI
    • Omni-Channel
    How 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 ...
  2. Connected Contact Centre Theatre
    • Employee Engagement & Agent Support
    • Leadership
    • Data & Analytics
    In 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 ...
  3. Connected Contact Centre Theatre
    • Customer Contact
     
  4. Connected Contact Centre Theatre
    • Customer Contact
     
  5. Connected Contact Centre Theatre
    • Workforce Management
    • Employee Engagement & Agent Support
    • Leadership
    Leading 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:

genesys

  1. Contact Centre Technology Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    Discover 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 ...
  2. Contact Centre Technology Theatre
    • Digital Transformation
    We 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 ...
  3. Contact Centre Technology Theatre
    • AI
    • Operations
    • Customer Experience
    AI-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 ...
  4. Contact Centre Technology Theatre
    • Customer Contact
    Profit, 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 ...
  5. Contact Centre Technology Theatre
    • Customer Service
    • AI
    • Customer Experience
    This 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 ...
  6. Contact Centre Technology Theatre
    • Customer Contact
     
Customer Experience Transformation Theatre

Sponsored by:

nextiva

  1. Customer Experience Transformation Theatre
    • Digital Transformation
    • AI
    • Data & Analytics
    If 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 ...
  2. Customer Experience Transformation Theatre
    • AI
    • Operations
    • Data & Analytics
    Discover how predictive metrics are set to revolutionize contact centres, improving performance, efficiency, and - most importantly - customer satisfaction. Ben Cave, Product Director at evaluagent, w ...
  3. Customer Experience Transformation Theatre
    • Customer Contact
     
  4. Customer Experience Transformation Theatre
    • Customer Contact
    zoom
  5. Customer Experience Transformation Theatre
    • Employee Engagement & Agent Support
    • Operations
    • Leadership
    In 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:

cisco

  1. Digital CX Theatre
    • Customer Contact
    In 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 ...
  2. Digital CX Theatre
    • Customer Contact
    nice
  3. Digital CX Theatre
    • Employee Engagement & Agent Support
    • AI
    • Customer Experience
    This 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 ...
  4. Digital CX Theatre
    • AI
    • Customer Experience
    • Omni-Channel
    New 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:

daktela

  1. Training, Leadership & Culture Zone
    • Customer Contact
    Shrinkage, 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. ...
  2. Training, Leadership & Culture Zone
    • Customer Contact
    Improve 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 ...
Registration is now OPEN!

Registration is now OPEN!

Secure your ticket to Europe's Leading Call & Contact Centre Expo!

Join us on 27-28th Nov 2024 | ExCeL, London

SECURE YOUR TICKET!