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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
     
  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
    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. One of the most complex questions when moving to Teams Phone is what to do with the Contact Centre? ...
  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 are becoming as important for customer communication as maintaining a website or mobile app. Why? Because conversations between consumers and businesses are slated to increase 10x over the n ...
  7. Future of the Contact Centre Theatre
     
Connected Contact Centre Theatre
  1. Connected Contact Centre Theatre
     
  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
     
  5. Connected Contact Centre Theatre
    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
     
  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
     
  2. Contact Centre Technology Theatre
     
  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
     
  5. Contact Centre Technology Theatre
     
  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
     
  5. Customer Experience Transformation Theatre
     
  6. Customer Experience Transformation Theatre
     
  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
     
  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 ...
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Training, Leadership & Culture Zone
    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
    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
    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. Keu 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
     
  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
  1. Connected Contact Centre Theatre
     
  2. Connected Contact Centre Theatre
     
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. Contact Centre Technology Theatre
     
  2. Contact Centre Technology Theatre
     
  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 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
     
  4. Customer Experience Transformation Theatre
     
  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
    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
     
  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 ...
Training, Leadership & Culture Zone

Sponsored by:

daktela

  1. Training, Leadership & Culture Zone
    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
    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

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