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The 2024 seminar programme is under construction but will be revealed soon. Keep an eye out for it, but in the meantime, have a look at what was on last year.
Make sure you click and drag across to see the full agenda for each theatre
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Keynote Theatre
Sponsored by:
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Keynote TheatreThis panel discussion will bring forth top industry leaders to map out the future of Call & Contact ...
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- Digital Transformation & Engagement
- Customer Experience & Engagement
Keynote TheatreAI is already playing a pivotal role in business. Customers and employees expect fast, personalised, ... -
- Leadership & Culture
Keynote TheatreThis year I set up the Team Leader Community. An online community that has bought together over 200 ... -
- Customer Experience & Engagement
- Leadership & Culture
Keynote TheatreThe intersection of cultivating a positive organisational culture, employee experience and deliverin ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Keynote TheatreBefore an enterprise can deliver on a digital-first customer experience (CX) strategy, they often ha ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Keynote TheatreSelecting your outsourcing partner and nurturing that relationship requires precise strategic and op ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Keynote TheatreMicrosoft Teams continues to grow massively, and many organisations are aggressively moving to Teams ...
Future of the Contact Centre Theatre
Sponsored by:
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- Digital Transformation & Engagement
- Customer Experience & Engagement
Future of the Contact Centre TheatreWelcome to a presentation that's anything but business as usual. We're here to shake things up and e ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Future of the Contact Centre TheatreGenerative AI has created exciting new opportunities to elevate and automate customer service and kn ... -
- Customer Experience & Engagement
Future of the Contact Centre TheatreIn the face of ever-shifting customer expectations and dynamic workforces, generative Artificial Int ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Future of the Contact Centre TheatreAs technologies continue to evolve in a new era of Artificial Intelligence (AI), CX leaders worldwid ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Future of the Contact Centre TheatreIn this session our industry experts will explore the continually evolving role of voice in customer ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Future of the Contact Centre TheatreNearly everything a business does is in service of its customers. Increasingly discerning consumers ... -
- Contact Centre Operations & Efficiency
- Leadership & Culture
Future of the Contact Centre TheatreExclusive report on Contact Centre evolution and how it is shaping tomorrow's workforce The session ...
Connected Contact Centre Theatre
Sponsored by:
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Connected Contact Centre TheatreWhether you're planning for 2024 or wrapping up this year, the presence of AI can't be overlooked. J ...
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- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Connected Contact Centre TheatreThe enterprises that are winning at CX are laser-focused on maximizing ROI from their contact centre ... -
- Customer Experience & Engagement
- Omni-Channel & Self-Service
Connected Contact Centre TheatreIn today's time-pressed world, self-service rules. So why can some companies create spectacularly su ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Connected Contact Centre TheatreJoin Khoros and Swisscom for this 30-minute conversation to explore the current challenges faced in ... -
- Contact Centre Operations & Efficiency
- Workforce Management & Training
Connected Contact Centre Theatre)
Achieving the right balance of agent autonomy, engagement and adherence is a continuous journey. Joi ...
Contact Centre Technology Theatre
Sponsored by:
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Contact Centre Technology TheatreDiscover how to revolutionise your customer experience (CX) by unifying your CRM and contact centre. ...
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- Digital Transformation & Engagement
- Customer Experience & Engagement
Contact Centre Technology TheatreWe have all heard the warnings that AI presents a potential existential threat to humans – the kille ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreDavid Scheffler, Kore.ai's General Manager, EMEA, will explore the broader landscape of delivering t ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Contact Centre Technology TheatreTechnology plays a crucial role in fostering effective partnerships and in enabling seamless and eff ... -
- Customer Experience & Engagement
- Omni-Channel & Self-Service
Contact Centre Technology TheatreIn today’s evolving business landscape, artificial intelligence (AI) has become a buzzword, but it’s ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreThe dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expandin ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreThe world of AI is moving fast. Generative AI, Large Language Models and ChatGPT have changed what i ...
Customer Satisfaction Theatre
Sponsored by:
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- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Customer Satisfaction TheatreYour AI is only as good as your data, and that data can be messy. Without unifying it and making it ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Customer Satisfaction TheatreImagine outperforming your competitors by 25% when it comes to customer satisfaction, all whilst emp ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Customer Satisfaction TheatreFinding, training and keeping agents has never been more challenging. Changes in mentality and behav ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Customer Satisfaction TheatreFor decades, operational efficiency and CX have been competing priorities for contact centre leaders ... -
- Digital Transformation & Engagement
- Leadership & Culture
Customer Satisfaction TheatreCustomer Service is undergoing a once in a generation transformation, which will make it faster and ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Customer Satisfaction TheatreStick or twist switch Too many organisations think an RFP will resolve their performance issues. Whe ...
Employee & Customer Experience Theatre
Sponsored by:
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- Contact Centre Operations & Efficiency
- Workforce Management & Training
Employee & Customer Experience TheatreThe importance and value of live interactions between customers and contact centre agents is on the ... -
- Customer Experience & Engagement
Employee & Customer Experience TheatreIn today's rapidly evolving business landscape, customer experience (CX) has become a key differenti ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Employee & Customer Experience TheatreIn this session, explore how Electrolux elevated customer satisfaction by guaranteeing uninterrupted ... -
- Customer Experience & Engagement
- Workforce Management & Training
Employee & Customer Experience TheatreKnowing exactly what is going on in your contact centre, what transpires between your customers and ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Employee & Customer Experience TheatreAre we doing enough to motivate our agents? They’re the greatest asset in a contact centre and a lot ... -
- Customer Experience & Engagement
- Workforce Management & Training
Employee & Customer Experience TheatreTo deliver excellent customer service, you must attract and retain great talent. We will explore dat ... -
- Customer Experience & Engagement
- Leadership & Culture
Employee & Customer Experience TheatreThere’s nothing like a global pandemic to accelerate your transformation plans is there? In the wake ...
The Training & Networking Zone
Sponsored by:
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- Contact Centre Operations & Efficiency
- Workforce Management & Training
The Training & Networking ZoneThe purpose isn't to predict the future it is to prepare for the future. The one thing we can predic ... -
- Leadership & Culture
- Workforce Management & Training
The Training & Networking ZoneScheduling doesn’t get any easier, however with over 20-years of best practice and learning from pio ... -
The Training & Networking Zone
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Join Daktela at this exclusive event at the The Call & Contact Centre Expo – including drinks, nibbl ...
Keynote Theatre
Sponsored by:
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- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Keynote TheatreGenerative AI has captured attention since it blazed into the world in 2022. Contact centres were on ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Keynote TheatreAI is consistently forecast to disrupt the administrative function of businesses, including customer ... -
- Contact Centre Operations & Efficiency
- Leadership & Culture
Keynote TheatreFeedback is crucial for personal development, motivation and job satisfaction yet the act of giving ... -
Keynote Theatre
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- Leadership & Culture
- Workforce Management & Training
Keynote TheatreWelcome to the gym for the brain. This session explores how working in a contact centre affects our ... -
- Leadership & Culture
- Workforce Management & Training
Keynote TheatreLeadership in a contact centre can be very tough as we all know, with an ever changing dynamic and f ...
Future of the Contact Centre Theatre
Sponsored by:
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- Digital Transformation & Engagement
- Customer Experience & Engagement
Future of the Contact Centre TheatreWe're here to shake things up again and tell you how to capture customer, agent and business value f ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Future of the Contact Centre TheatreThis session delves deep into the world of AI, with a laser focus on its place in the contact centre ... -
- Customer Experience & Engagement
- Omni-Channel & Self-Service
Future of the Contact Centre TheatreJoin us to explore how we're tackling the pressing issue of deepfake technology. Discover how this i ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Future of the Contact Centre TheatreWhat will Contact Centres look like next year and beyond? Will human agents really be replaced with ... -
Future of the Contact Centre TheatreDiscover how to revolutionise your customer experience (CX) by unifying your CRM and contact centre. ...
Connected Contact Centre Theatre
Sponsored by:
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- Digital Transformation & Engagement
- Customer Experience & Engagement
Connected Contact Centre TheatreServing customers on their own terms has never been more critical. They want consistent experiences, ... -
- Customer Experience & Engagement
- Omni-Channel & Self-Service
Connected Contact Centre TheatreCustomers expect you to see them where they are. Rich Messaging opens up your best communicators to ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Connected Contact Centre TheatreEach of these factors is crucial, and their importance can vary depending on the industry, company v ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Connected Contact Centre TheatreIn today's rapidly evolving digital era, while consumers have adeptly woven technology into their br ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Connected Contact Centre TheatreAI Enabled Security – A Must Have for Contact Centers In today's digital age, contact centers are on ...
Contact Centre Technology Theatre
Sponsored by:
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- Customer Experience & Engagement
- Omni-Channel & Self-Service
Contact Centre Technology TheatreCCMA’s Research Director will present findings from the third annual Voice of the Contact Centre Con ... -
- Digital Transformation & Engagement
- Customer Experience & Engagement
Contact Centre Technology TheatreZoom’s Head of Digital Support, Jeff Harling, has built the company’s CX operations from a modest su ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreToday's C-suite executives must be familiar not only with the latest CX technologies but also unders ... -
- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreEveryone attending this conference understands that customer service conversations hold valuable inf ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreHow can you future-proof your contact centre and ensure long-term success? Join this session to lear ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Contact Centre Technology TheatreUnderstand the critical role language plays in customer satisfaction and how our integrated solution ...
Customer Satisfaction Theatre
Sponsored by:
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- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Customer Satisfaction TheatreDiscover the power of a friction-free cloud contact centre adoption model, allowing businesses to ev ... -
- Customer Experience & Engagement
Customer Satisfaction TheatreJoin EE's Planning and Scheduling Manager, Wayne Mitchell, as he contemplates whether it is possible ... -
- Digital Transformation & Engagement
- Workforce Management & Training
Customer Satisfaction TheatreJoin Saurav Chopra founder and CEO of 5Mins.ai and explore how TikTok holds the secrets to effective ... -
- Leadership & Culture
Customer Satisfaction TheatreWith the explosion of SaaS businesses selling into the B2B market space, along with it has come term ...
Employee & Customer Experience Theatre
Sponsored by:
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- Digital Transformation & Engagement
- Contact Centre Operations & Efficiency
Employee & Customer Experience TheatreWhy save the best service experience for just the contact centre? Your main service desk receives a ... -
- Customer Experience & Engagement
Employee & Customer Experience TheatreIn the fast-paced world of customer experience, there's a simple truth: without operational excellen ... -
- Customer Experience & Engagement
- Leadership & Culture
Employee & Customer Experience TheatreIn the last four years, we've seen a global pandemic, heightened vulnerability, and economic and soc ... -
- Customer Experience & Engagement
- Contact Centre Operations & Efficiency
Employee & Customer Experience TheatreAccording to a recent survey by Google & Accenture, 39% of enterprise contact centre agents are expe ... -
Employee & Customer Experience Theatre
The Training & Networking Zone
Sponsored by:
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- Contact Centre Operations & Efficiency
- Workforce Management & Training
The Training & Networking ZoneAs Contact Centre professionals do we see time away from the operation mainly as a cost to control? ... -
- Contact Centre Operations & Efficiency
- Workforce Management & Training
The Training & Networking ZoneUnderstand how to design the right operating model for your customer and colleague journeys, with th ...
Our free-to-attend content sessions are full of knowledge and are all CPD accredited, enabling you to develop professionally, improve your practice and gain continued competence points
