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.
2019 Topic Streams
2019 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
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
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 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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2019 Sponsors
8×8
8×8 provides Truly Unified Communications that radically empower over a million business users worldwide to drive exceptional customer experiences and business outcomes. 8×8 uniquely offers companies a single, seamless, easy-to-manage cloud communications, collaboration, and contact center solution with access to the organization’s most valuable data. 8×8 provides a single solution across voice, video, messaging, meetings and contact center together with actionable data that enables employees, partners and customers to work together more efficiently, innovate more regularly and solve problems more elegantly.
Contact: Emilie Daly, Marketing & Events Coordinator T: +44 (0) 20 3824 6322 E: emilie.daly@8×8.com W: www.8×8.com/uk
![[24]7.ai](https://engagecustomer.com/wp-content/uploads/2019/06/247-1.jpg)
[24]7.ai
[24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7.ai to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth Contact: W: www.247.ai
Conversocial
We help turn customer service into customer loyalty — by making it easy for customers to get help through social, mobile channels. Today’s consumers no longer require just resolution, but also meaningful conversations, on the most demanding digital channels. Conversocial applies the disciplines of contact center efficiency with the unique dynamics of social customer engagement. We continuously innovate to help our clients turn unstructured, chaotic signals into organized, meaningful channels. Contact: T: +44 (0) 20 7045 0970 E: socialfirst@conversocial.com W: www.conversocial.com
Diabolocom
Diabolocom offers an omnichannel augmented customer interaction management solution in the cloud for customer service and sales teams. Thanks to its fast-to-deploy, intuitive interface, and local business support, Diabolocom enables companies to offer superior customer experience and improve their operational efficiency.
Contact: Michael Savva E: michael.savva@diabolocom.com T: +44 7984 868 269 W: www.diabolocom.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
IFS
IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains. Make every customer your best customer, with intelligent, personalised service delivery and management.
Contact: Ros Lee, Marketing Manager, IFS Customer Engagement T: 01926 623 500 E: ros.lee@ifsworld.com W: www.ifsworld.com/CustomerEngagement
IMImobile
IMImobile is the leading cloud communications software and solutions provider that helps companies use mobile and digital messaging technologies to improve customer experience and real-time interactions with their customers. From the use of AI-powered chatbots, to enabling omnichannel live chat between Contact Centre agents and customers, and providing new digital messaging capabilities such as Apple Business Chat and RCS Business Messaging, IMImobile’s cloud communication platform helps businesses to digitally transform their CSX strategy. Organisations that trust IMImobile to deliver smarter digital customer engagement include The AA, BBC, BT, Centrica, EE, Foxtons, Hermes, O2, Pizza Hut, SITA, Vodafone, government agencies and four of the five UK retail banks.
Contact: Andrew White, SVP Solution Sales, IMImoble E: contactus@imimobile.com W: www.imimobile.com
Salesforce
Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industryleading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World’s Best Workplaces list, and Forbes has ranked the company one of the world’s most innovative companies for seven years in a row.
W: www.salesforce.com/uk
Calabrio
Calabrio is a customer engagement software company that provides analytic insights to catalyse growth through customer service contact centers. Calabrio ONE® is a unified suite—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures and analyzes customer engagement centre interactions to improve the customer experience and drive top-line business growth. The suite can be deployed in the cloud, on-premises or via hybrid.
Contact: W: www.calabrio.com
Freshworks
Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360 degree view of relevant customer information internally.
Contact: W: www.freshworks.com
PCI Pal
PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. We are the only true cloud provider able to deliver solutions globally. Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations. With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance. Contact: Tony Smith, Sales Director, EMEA E: info@pcipal.com W: www.pcipal.com
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
CX Company
CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, boost customer satisfaction and uplift conversion rate by leveraging chatbots, virtual assistants and in-app engagement. DigitalCX, CX Company’s customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers. With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.
T: +44 7770 888688 T: +44 7776 395578 W: www.cxcompany.com
Serenova
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. Serenova, a leading cloud contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider. A core building block of Serenova is to provide a cloud-based solution that is the most reliable in the industry. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia.
Learn more at www.serenova.com. For live updates, follow @SerenovaShine.
VeriCall
Meet VeriCall 'The Challenger BPO': VeriCall distinguish ourselves from historic outsourced contact centres with a modern approach to sales and service which embraces information technology practices that avoid the costs and complexities of traditional outsourcing. A unique blend of artificial intelligence, robotic process automation and mobile and digital orchestration technologies enable us to easily deconstruct and re-engineer your current processes and customer journeys - helping your brand keep pace with change and demand.
Contact: W: www.vericallsolutions.com
X20media
Empowering digital visual communications - Communicating successfully has many rewards: driving engagement, clearly conveying corporate objectives, sharing vital business information with team members. Effective communications is the essence of any business. It allows stakeholders to be decisive. It speeds up processes. It helps create a more aware and attuned workplace. X2O Media empowers organizations to be successful communicators with tools that allow anyone to create media rich, highly visual content channels that leverage real-time data. With a long and proficient history in visual storytelling, X2O understands that great communications inspires, motivates and drives business opportunities. From digital signage, mobile and desktop apps for internal communications, to dashboards, gamification, wayfinding and collaboration environments, X2O Media provide our clients with full end to end solutions that drive employee engagement and productivity.
Contact: Rob Brinklow, X2o Media Europe T: +44 7751 063225 E: rbrinklow@x2omedia.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:
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?
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 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.
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- 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
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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
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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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