Events: Future of the Contact Centre

Future of the Contact Centre Conference

Now in its 5th year - the conference returns for 2020

Contact centres remain well placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of how they choose to interact with organisations and where the so called ‘customer journey’ is ever more complex.

The chief aim of the 2020 conference is for delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful contact centre strategies in this brave new technology driven customer centric world.

Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage, and the changing face of the contact centre is at the sharp end when it comes to linking the voice of our colleagues to the voice of our customers. We hope to see you again for the 5th Future of the Contact Centre conference in 2020.

Two Seminar Halls

Round Table Sessions

10 Topic Streams

600+ Delegates

Networking Party

30 Presentations

Interested in Attending? Download FREE Preview Guide

Interested in Attending? Download FREE Preview Guide

Download the preview guide to find out who’s speaking, ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill the details below to receive the preview guide.

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2019 Topic Streams

2019 Hall Chairs

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...

2019 Speakers

Dr Nicola Millard

Dr Nicola Millard

BT Head of Customer Insight & Futures Click to read more...
Andrew McGuigan

Andrew McGuigan

Microsoft Director of Advocate & Engineer Engagement Click to read more...
Steve Morrell

Steve Morrell

ContactBabel Managing Director Click to read more...
Sean McMahon

Sean McMahon

Belron® International Customer Contact Innovation Manager Click to read more...
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder Click to read more...
Jo Kirkham

Jo Kirkham

Liverpool Football Club Head of Fan Experience Click to read more...
David Rowley

David Rowley

Direct Line Group Artificial Intelligence Programme Manager Click to read more...
Peter Finding

Peter Finding

Taylor Vinters Partner Click to read more...
Barry Shields

Barry Shields

Three UK Partner Manager Click to read more...
Richard Atkins

Richard Atkins

Fidelity International Head of Pension Services Click to read more...
Trish Roberts

Trish Roberts

Fidelity International UK Voice of the Client Manager Click to read more...
Adrian Morley

Adrian Morley

The Co-Op Change Consultant Click to read more...
Nick King

Nick King

AutoTrader Insight Director Click to read more...
Zane Rudovska

Zane Rudovska

Sun Finance Group Head of Customer Care & Sales Click to read more...
Gerry Brown

Gerry Brown

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

Scarlett Bayes

The Service Desk Institute (SDI) Industry Analyst Click to read more...
Sascha Evans

Sascha Evans

Kent College Pembury Director of External Relations Click to read more...
Llaura Hughes

Llaura Hughes

Motability Operations Ltd Communications & Development Team Manager Click to read more...
Mark Billingham

Mark Billingham

Shop Direct Group Customer Operations Director Click to read more...
Ian Webber-Rostron

Ian Webber-Rostron

N Brown Group Head of Outsourcing and International Click to read more...
James Sandberg

James Sandberg

Customer Devoted Founder Click to read more...

Interested in becoming a speaker

What our Delegates Think

What Happened in 2019

Engage Customer examined the issues and challenges that face contact centres in our Future of the Contact Centre Conference. This included:

  • A focus on the plethora of new technologies that are driving the contact centre forward including Robotics and AI
  • The key link between engaged employees, customers and performance
  • How insight and analytics can deliver consistent customer experience
  • How the contact centre is pivotal to delivering – or not – on the brand promise
  • The rapidly changing dynamics between self-service, social and voice contact
  • The transformation of the role of contact centre agents in a digital world
  • Where the contact centre fits into the customer journey and service design

2019 Delegates Included

CHANGING THE FUTURE OF SOME OF THE WORLD'S LARGEST BRANDS

• 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?

2019 Sponsors

 

Why become a Sponsor?

Watch our short video here to see why our current partners continue to benefit from sponsoring our events.

For more information or to discuss becoming a sponsor, please contact our sponsorship team on:

 
 

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

Register Your Place

Bronze

2 Tickets
  • End User Registration
  • Access to all seminar streams
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

ONLY
£995

+Vat

Buy Tickets

Date: 13th February

Silver

5 Tickets
  • End User Registration
  • Access to all seminar streams
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

ONLY
£1995

+Vat

Buy Tickets

Date: 13th February

Annual

Festival Pass

Annual Subscription providing access for 1 person to EVERY conference for 12 months.

ANNUAL SUBSCRIPTION:

Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

ONLY
£995

+Vat

Buy Tickets

Date: 13th February

Supplier

1 Ticket
  • Industry/Service Provider
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library

ONLY
£1495

+Vat

Buy Tickets

Date: 13th February

Location

13 FEBRUARY 2020 – VICTORIA PARK PLAZA, 239 VAUXHALL BRIDGE ROAD, LONDON, SW1V 1EQ

Directions

The four-star Park Plaza Victoria hotel in London, situated within walking distance of Victoria train, coach, bus and Underground stations, provides an excellent transportation link to London Heathrow and London Gatwick airports. On-site facilities include dining options, Amber Spa and an Executive Lounge, this Victoria Station hotel is thoughtfully designed to suit business, conference and leisure travellers alike. The Park Plaza Victoria is a non-smoking hotel.

From London Paddington National Railway Station

  • Take London Underground
  • Travel via the southbound Bakerloo Line service to Oxford Circus
  • Change for the southbound Victoria Line service and depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left
  • Estimated travel time 25 mins

From King’s Cross & St. Pancras National Railway Station

  • Take the London Underground
  • Take the Victoria Line southbound towards Brixton
  • Depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left
  • Estimated travel time 15 mins

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We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media