Events: Future of Customer Contact Conference

Future of the Contact Centre Conference

The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment

Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.

The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.

Our CPD accredited virtual Future of the Contact Centre conference brought into sharp focus the profound changes in the world of customer contact and highlighted the evolving mix of technologies, processes and people in an uncertain business environment.

The eighth Future of the Contact Centre conference in 2023 will deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content – where they will come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.

1 Day Event

Roundtable Sessions

Case Study Presentations

LIVE Event

1-2-1 Meetings

20 Exclusive Presentations

2023 Topic Streams

2022 Studio Hosts

Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder Click to read more...
Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Rescue Officer Click to read more...

2022 Speakers

Matthew Kemp

Matthew Kemp

Formula 1 Head of CRM & Customer Operations Click to read more...
Ian Webber-Rostron

Ian Webber-Rostron

Missguided Head of Customer Care Click to read more...
Nathan Sanders

Nathan Sanders

Ford Head of European Contact Centres Click to read more...
Olivia Chambers

Olivia Chambers

Huel Insights Manager Click to read more...
Peter Staffell

Peter Staffell

Santander UK Head of Service Design Click to read more...
Pierluigi Bosco

Pierluigi Bosco

Shell Global B2C CX Lead Click to read more...
Dmitry Schourov

Dmitry Schourov

Pfizer Commercial Quality Lead, International Developed Markets & China Click to read more...
Monika Schulze

Monika Schulze

Zurich Insurance Head of Innovation and Market Management Click to read more...
Katie Downs

Katie Downs

NatWest Omni Lead Click to read more...
Catherine Meldon

Catherine Meldon

NatWest Group Operations Lead Click to read more...
Joseph Bell

Joseph Bell

Moda Furnishings Head of Customer Excellence Click to read more...
Violeta Filip

Violeta Filip

SteadyPay Head of Customer Experience Click to read more...
Lindsay Mitchell

Lindsay Mitchell

Philips Director of Customer Engagement and Care, B2B Online Click to read more...
John Vickers

John Vickers

Lloyds Banking Group Head of Customer Delivery Click to read more...
Andrew Robertson

Andrew Robertson

HM Land Registry Head of Customer Policy & Service Improvement Click to read more...
Mark Anderson

Mark Anderson

Go Ahead Group Head of Customer Experience Click to read more...
Luke Squires

Luke Squires

Sykes Holiday Cottages Operations Director Click to read more...
Ola Taiwo

Ola Taiwo

Look Ahead Head of Customer Service Click to read more...
Moritz Wolf

Moritz Wolf

HP Head of Customer Marketing EMEA Click to read more...
Katherine Ryan-Hughes

Katherine Ryan-Hughes

HSBC Head of Propositions, CX and Comms Click to read more...
Gillian Forrest

Gillian Forrest

Director of Enterprise Programmes Click to read more...
Ed Creasey

Ed Creasey

Calabrio Director of Pre-Sales, International Click to read more...
Stephen Kennedy

Stephen Kennedy

eGain Director of Solutions Click to read more...
David Funck

David Funck

Alvaria Chief Technology Officer Click to read more...
Tracy Downer

Tracy Downer

Genesys Senior Manager of Customer Success Click to read more...
Dave D’Arcy

Dave D’Arcy

RingCentral Director of EMEA Customer Care and Customer Support Click to read more...
Celine Maher

Celine Maher

Zendesk Regional Vice-President, EMEA Click to read more...
Peter Woods

Peter Woods

Intercom Senior Account Executive Click to read more...
Simon Johnson

Simon Johnson

Freshworks General Manager Click to read more...
Joe Jorczak

Joe Jorczak

Yext Head of Industry of Support & Service Click to read more...
Nico Beukes

Nico Beukes

Yext Senior Vice President Click to read more...

Interested in becoming a speaker

What our Delegates Think

2022 Delegates Included

• Abel And Cole • Actionaid • All Clear Insurance • Amex Community Stadium • Aviva • Bank Of Ireland • Barclays • British Gas • British Gas Residential Energy • BT • BUPA • Certas • Charles Trywhitt • Chaucer Direct • Compliance3 • Curium Solutions • DAS Legal • Deloitte • Devon and Cornwall Police • Digital Genius • Direct Line Group • DMG Media • Eishtec • Electricity North West • Engage For Success • Essex & Suffolk Water • Financial Conduct Authority • Financial Times • First Rate • Gamma • GLH Hotels • Global Freight Solutions • Golf Breaks • Homeserve • Icaew • Intercall Europe • JAYWING • JD Sports • London Borough of Enfield Council • LV= • Mail Newspapers • Make It Cheaper • Manx Telecom Plc • Maplin Electronics • Marks and Spencer • National Savings and Investments • NCFE • News UK • NFUM • NS&I • OpenContact • Pearson • Post Office • Severn Trent Water • Signet • Southern Water • Southwark Council • SPD Development Company Ltd • Staples • Sutherland Global Services • Thames Valley Police • The Co-Operative Bank • Three • Transport for London • Trusted Shops • Ulster University • Unilever • United Utilities • University of Central Lancashire • Walker Crips • Wessex Water • Which?

 
 

Who is Attending?

  • Customer Service
  • Customer Experience
  • Customer Insight
  • Customer Strategy
  • Digital Customer Experience
  • Customer Loyalty
  • Contact Centre
  • Social Media
  • CRM
  • Marketing
  • Direct Marketing
  • Digital Marketing Specialists
  • Operational

We are pleased to advise that this course is fully CPD accredited

Ticket Options

Click a ticket type below to find out what’s included in our packages.

Register for all ticket types using the form below

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Please note: If you’ve chosen to attend the live stream only, this is the only step you need to take. If you’re looking to purchase a ticket, you’ll be redirected to a page allowing you to complete your purchase.

2021 Sponsors

Interested in Sponsoring? Download Sponsorship Media Pack

Download the media pack to find out about the various sponsorship packages available. Engage with our senior audiences responsible for customer engagement strategies. Fill the details below to receive the media information.

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