Events: Future of the Contact Centre

Virtual Future of the Contact Centre Conference

Despite the Physical Location of Agents, Contact Centres Remain the Beating Heart of an Organisation

Despite the physical location of agents, contact centres remain the beating heart of an organisation’s customer engagement strategy. To help you on your quest for excellence, there is no time like the present to learn from those who have been at the forefront of change in order to allow their contact centres to deliver the customer experience that is needed where the customer journey is ever more complex.

The chief aim of the 2021 conference is for delegates to learn from case studies, panel discussions and live interviews in a virtual environment where they’ll log off with all the tools, strategies and techniques they need to deliver successful contact centre strategies in the new norm.

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 have you tune in for the seventh Future of the Contact Centre conference in 2021.

LIVE UPDATE: All of our 2021 events are currently planned as virtual, although we have placeholder dates with a number of our venue providers ready and waiting to welcome us back. When possible we are excited to be able to provide our ‘turnkey’ fully managed exhibition solution once again providing the physical presence at the venue and in person networking opportunities.

Two Day Virtual Event

Round Table Sessions

Case Study Presentations

Network with Peers

1-2-1 Meetings

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, access the ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill in the details below to receive the preview guide.

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2021 Topic Streams

2020 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...

2020 Speakers

Mary Cope

Mary Cope

The Share Centre Head of HR, Learning and Development Click to read more...
Gavin Morden

Gavin Morden

The Share Centre Head of Customer Service & Investment Dealing Click to read more...
Ben Lappin

Ben Lappin

The Guardian Director of Retention & Customer Experience Click to read more...
Bogdan Grigorescu

Bogdan Grigorescu

Marks and Spencer AI Platform Manager Click to read more...
Jason Hendrey

Jason Hendrey

Vodafone Business Global Head of Commercial & Service Management Click to read more...
Llaura Hughes

Llaura Hughes

Motability Operations Ltd Communications & Development Team Manager Click to read more...
Chris Gormley

Chris Gormley

Liberty Mutual Insurance Software Technologist Click to read more...
Adrian Morely

Adrian Morely

Co-op Change and Implementation Manager Click to read more...
Bob Stella

Bob Stella

KBC Bank Ireland Operational Effectiveness Manager Click to read more...
Richard Rowley

Richard Rowley

Census Life Managing Director Click to read more...
Nicola Whitbread

Nicola Whitbread

Census Life Operations Manager Click to read more...
Dr Nicola Millard

Dr Nicola Millard

BT Head of Customer Insight & Futures Click to read more...
Chris Thewlis

Chris Thewlis

npower Chief Operating Officer Click to read more...
Luke Squires

Luke Squires

Virgin Holidays Head of Customer Centres and Sales Engagement Click to read more...
Patricia Sanchez-Diaz

Patricia Sanchez-Diaz

Centrica Customer Experience Lead, Senior Manager Click to read more...
Laura McFarland

Laura McFarland

Liberty Mutual Insurance Software Technologist Click to read more...
Gavin Scott

Gavin Scott

BEAUTY BAY Head of Customer Service Click to read more...
Ben Gibson

Ben Gibson

Micro Scooters UK Managing Director Click to read more...
Alexander King

Alexander King

Bought By Many Head of Customer Support Click to read more...
Susanne Vanner

Susanne Vanner

Ernst & Young LLP OTS, London Click to read more...
Ian Naylor

Ian Naylor

Booking.com Head of Customer Operations Excellence Click to read more...
Koby Amedume

Koby Amedume

NICE inContact EMEA Marketing Director Click to read more...
Nick Macfarlane

Nick Macfarlane

Sky Head of Customer Service Operations Click to read more...
Andrew McGuigan

Andrew McGuigan

Microsoft Director of Advocate & Engineer Engagement Click to read more...
Lisa Blackburn

Lisa Blackburn

Barnsley Council Customer Experience Manager Click to read more...
Neil Titcomb

Neil Titcomb

Odigo Managing Director UK&I Click to read more...
Ed Creasey

Ed Creasey

Calabrio Director of Pre-Sales, International Click to read more...
Garry Ovenell

Garry Ovenell

Talkdesk in EMEA Head of Solution Consulting Click to read more...
Adam Corfield

Adam Corfield

Bupa Global MI Manager, Operational Excellence Click to read more...
John Humphray

John Humphray

Wranx Head of Global Sales Click to read more...
Mark Williams

Mark Williams

Wranx CEO Click to read more...
Mark Lockyer

Mark Lockyer

CallMiner Sales Director UK & EMEA Click to read more...
Jagrit Malhotra

Jagrit Malhotra

Clarabridge Managing Director Click to read more...
Josh Hendon

Josh Hendon

NICE inContact Click to read more...
Edmund Ovington

Edmund Ovington

Unbabel VP Global Channel & Alliances Click to read more...
Paula Kennedy Garcia

Paula Kennedy Garcia

Concentrix Vice President Click to read more...
Stephen Kennedy

Stephen Kennedy

eGain Head of EMEA Pre-Sales Click to read more...
Justin Powell

Justin Powell

NFON UK Development Director Click to read more...

Interested in becoming a speaker

What our Delegates Think

2020 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?

2020 Sponsors

2019 Sponsors

 
 

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

Interested in Attending? Download FREE Preview Guide

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

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

Register Your Place

OnDemand

1 x Stream License

 

 

 

  • 2 Days of Content
  • 12 Hours of Case Study Content
  • Interviews
  • Panel Debates
  • No Travel Required
  • 30 Day Viewing License
  • 24/7 Access
  • Multi Device

 

ONLY
£395

+Vat

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Date: OnDemand

Unlimited

Multi-User License

 

 

 

  • Unlimited Users (per company)
  • 2 Days of Content
  • 12H Case Study Content
  • Interviews
  • Panel Debates
  • No Travel Required
  • 30 Day Viewing License
  • 24/7 Access
  • Multi Device

ONLY
£699

+Vat

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Date: Watch OnDemand

Subscription

Festival Pass

 

 

  • Annual Subscription
  • Full Access for 1 Person
  • View ALL Content and Events
  • 100+ Hours of Event Videos
  • Case Study Content
  • Interviews
  • Panel Debates
  • 12 Month viewing License
  • 24/7 Access
  • Multi Device

ONLY
£995

+Vat

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Date: Watch OnDemand

Hybrid

London Venue

 

 

 

  • London Venue Based Event
  • Full 3 Day Access
  • Lunch and Refreshments
  • Exhibition Access
  • Networking Drinks Party
  • End Users Only
  • In Person Networking
  • Join Roundtable Sessions
  • Q&A & Panel Debates
  • 1-2-1 Meetings

ONLY
T.B.A.

+Vat

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Date: 10th - 11th February

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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