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 fifth 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
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.
2020 Topic Streams
2020 Hall Chairs
2020 Speakers
Jason Hendrey
Vodafone Business Global Head of Commercial & Service Management Click to read more...
Llaura Hughes
Motability Operations Ltd Communications & Development Team Manager Click to read more...
Interested in becoming a speaker
Agenda
- Day 1- Thursday
PLENARY MAIN STAGE
9:35-10:00
Expert Speaker tbc
HALL 1: CX INNOVATION AND TRANSFORMATION- PART ONE
HALL 2: AI AUTOMATION AND SELF SERVICE
HALL 1: CX INNOVATION AND TRANSFORMATION- PART ONE
HALL 1: CUSTOMER INSIGHT AND ANALYTICS
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART ONE
HALL 1: CUSTOMER INSIGHT AND ANALYTICS
12:20-12:40
Thought Leadership - Callminer
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART ONE
12:20-12:40
Thought Leadership - Odigo
HALL 1: CUSTOMER INSIGHT AND ANALYTICS
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART ONE
HALL 1: CONTACT CENTRES: THE CX AND THE EX
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART TWO
HALL 1: CONTACT CENTRES: THE CX AND THE EX
14:20-14:40
Thought Leadership - Talkdesk
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART TWO
14:20-14:40
Expert Speaker tbc
HALL 2: CONTACT CENTRE AND THE CUSTOMER JOURNEY- PART TWO
HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE
HALL 1: CX INNOVATION AND TRANSFORMATION- PART TWO
15:20-15:40
Expert Speaker tbc
HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE
15:20-15:40
Expert Speaker tbc
HALL 1: CX INNOVATION AND TRANSFORMATION- PART TWO
HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE
HALL 1: EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE
HALL 2: OMNICHANNEL CUSTOMER ENGAGEMENT
HALL 1: EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE
HALL 2: OMNICHANNEL CUSTOMER ENGAGEMENT
16:50-17:10
Expert Speaker tbc
What our Delegates Think
“
THE DAY NEVER LOST MOMENTUM AND I WAS TRULY
INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR! ”
INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR! ”
Marks & Spencers
“
THE OPENING TALKS WERE A GOOD START TO THE DAY AND
CAPTURED YOUR ATTENTION FROM THE OFF. ”
CAPTURED YOUR ATTENTION FROM THE OFF. ”
HSBC Plc
“
THE BEST BIT FOR ME WAS THE WIDE RANGE OF COMPANIES/INDUSTRIES REPRESENTED WHICH GAVE AN INSIGHT IN TO HOW ENGAGEMENT EFFECTS ALL INDUSTRIES. ”
Virgin Media
2019 Future of the Contact Centre Conference Highlights Video
2019 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?
2019 Contact Centre Conference photo gallery
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2020 Sponsors
Aspect Software
We know what it takes to keep best-in-class enterprise call centres operating at peak performance. It takes best-of-breed contact centre and workforce optimisation software that's powerful enough to ignite agent performance and deliver truly responsive, omnichannel customer care.
Solvemate
Solvemate
Service that never sleeps.
Show your customers you really care. Our chatbot automates your repetitive requests so your team can do their best work. Take control of your service experience.
Clarabridge
Clarabridge
Clarabridge helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to grow sales, ensure compliance and increase operational efficiency.
For more information, please visit: W: www.clarabridge.com
T: +44 (0) 20 3142 8615
NFON
Cloudya, the cloud telephone system from NFON, delivers your complete PBX! Cloudya makes things better with simple, intuitive communications tools and a single phone number and inbox for reaching every employee. This professional communication service leaves no questions unanswered.
Contact: T: +44 20 3740 6740
Callminer
CallMiner is a proud provider of speech analytics solutions for improving agent performance and customer intelligence. Founded in 2002, CallMiner pioneered the speech analytics industry. With our years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.
Contact: E: callminer@corporateink.com T: 0115 906 1225
NICE inContact
NICE inContact is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE inContact is recognised as a market leader by the leading industry analyst firms.
About NICE inContact CXone
CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimisation, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability, and carrier-grade connectivity.
Contact: T: 1-866-965-7227
Unbabel
Unbabel enables modern enterprises to serve customers in their native languages, with always-on, scalable translation across digital channels.
Powered by AI and refined by a global community of translators, Unbabel combines the speed and scale of machine translation with the authenticity that can come only from a native speaker.
Unbabel has raised $91M in funding and has over 250 employees across its Lisbon headquarters and offices in San Francisco, New York, and Pittsburgh. Leading brands like Facebook, Microsoft, Booking.com, and easyJet use Unbabel to make their customers happier and their support operations vastly more efficient.
Wranx
Wranx is a global employee development platform – a technology-based training tool that puts learning in the palms of your employees’ hands. It uses Personalised Spaced Repetition to provide tailored learning that improves knowledge retention.
Wranx has a dedicated Content Team who can convert any existing client training material into bespoke exercises. Wranx currently delivers training and assessments on a global scale and covers an ever-widening range of industries and subject areas, such as compliance, product knowledge, customer service and more. Results and engagement can then be measured in our comprehensive analytics suite. Wranx ensures consistent training is delivered to employees' mobiles whilst also providing each user the opportunity to undertake their own unique learning journey.
Contact: E: info@wranx.com T: 0151 720 0055
VoiceSage
Founded in 2003 and headquartered in Ireland, with offices in UK, Spain and Dubai, VoiceSage is an Optichannel Communication Platform solving problems for Contact Centres, Collection Teams, Operations Departments and Marketing Teams.
By using VoiceSage’s platform, companies can reduce the amount of low-value inbound calls and pre-screen outbound calls to ensure that your clients are ready to talk to you and complete your desired outcomes.
We help you improve your SMS conversion rates and provide self-service options around payments, logistics and transactional events, through voice, messaging, email and social media.
Odigo
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/
Talkdesk
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Contact: Chris Palmer, Senior Marketing Manager, W: www.talkdesk.com
eGain
eGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omnichannel platform for AI knowledgepowered customer engagement, our toprated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance.
Contact: E: emeainfo@egain.com W: www.egain.com
Calabrio
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment, and derives compelling insights from the contact centre. Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Calabrio recently acquired European-based Teleopti, a combination that is set to define the new global standard for the customer experience industry.
Contact: W: www.calabrio.com
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:
Interested in Sponsoring? - Free Info Pack Download
Engage Customer provides its community of over 48,000 leaders with a series of hugely successful live events, which include: industry-recognised Conferences, Director Forums, top-level Roundtable Focus Group Workshops, annual Customer Engagement Summit and Annual Engage Awards.
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
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.
Register Your Place
Standard
1 Ticket- End User Registration
- Access to all 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
£595
+Vat
Date: 13th February
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
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
Date: 13th February
Annual
Festival PassAnnual 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
Date: 13th February
Supplier
1 Ticket- Industry/Service Provider
- Lunch & refreshments
- Drinks & networking
- Presentation slides
- Access to video library
ONLY
£1495
+Vat
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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