Events: Future of the Contact Centre Conference

Virtual Future of the Contact Centre Conference

The Evolution of Customer Contact in a Rapidly Changing Consumer Environment

In times of unprecedented and fast-moving changes in our customers’ and our colleagues’ preferences, priorities and behaviours, contact centres are more than ever the beating heart of an organisation’s customer engagement strategy. Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

Our 2022 conference is designed to 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 in a virtual environment – where they will be able to come away with all the tools, strategies and techniques they need to deliver successful contact centre strategies for the future.

Delivering great employee and customer experiences is recognised at the board level globally as one of the key business differentiators driving competitive advantage. 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 look forward to having you tune in for the seventh Future of the Contact Centre conference in 2022.

One Day Event

Roundtables Sessions

Case Study Presentations

Network with Peers

1-2-1 Meetings

20 Exclusive Presentations

2022 Topic Streams

2021 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...

2021 Speakers

Yasser El-Haggan

Yasser El-Haggan

Amazon Web Services Head WW Solutions Architecture, Productivity Apps Click to read more...
Renzo Urzua

Renzo Urzua

Mastercard Global Contact Center Training Manager Click to read more...
Ian Webber-Rostron

Ian Webber-Rostron

Missguided Head of Customer Care Click to read more...
Paul Joesbury

Paul Joesbury

Homeserve Commercial Operations Director Click to read more...
Alison Hanson

Alison Hanson

HomeServe Director of Operational Excellence Click to read more...
Mark Billingham

Mark Billingham

The Very Group Group Customer Operations Director and COO Click to read more...
Danni Rush

Danni Rush

Chief Customer Officer Virgin Experience Days Click to read more...
Claire Honeyman

Claire Honeyman

Virgin Experience Days Head of Customer Experience Click to read more...
David Ashmore

David Ashmore

Coventry City Council Director Housing and Transformation Click to read more...
Michael McCarthy

Michael McCarthy

Virgin Media Ireland Vice President Customer Click to read more...
Andy Kingston

Andy Kingston

HSBC Head of Offshore Contact Centres and Conversational Banking Click to read more...
Claire Carroll

Claire Carroll

Co-op Head of Sales and Service Click to read more...
Colin Crowley

Colin Crowley

Freshly Inc. VP of Customer Experience Click to read more...
Gabriele Masili

Gabriele Masili

Microsoft VP & Chief Technology Officer, Customer Experience & Success Click to read more...
James Leech

James Leech

Sainsburys Head of Product Digital Click to read more...
Maria Grant

Maria Grant

Sainsbury’s Principal Product Manager for the Contact Centres Click to read more...
Eugene Neale

Eugene Neale

loveholidays Director of CX Engineering and Business IT Click to read more...
Ian Schmehl

Ian Schmehl

AT&T Mexico Vice President Customer and Enterprise Care Click to read more...
Charmaine Vallance-Poole

Charmaine Vallance-Poole

Holland & Barrett Head of UK and International Customer Experience Click to read more...
Gavin Morden

Gavin Morden

The Share Centre Head Of Customer Service, Operations & Change Click to read more...
Alexandra Da Silva Rodrigues

Alexandra Da Silva Rodrigues

Radisson Hotel Group Strategic Advisor for Global Contact Centers Click to read more...
Lily Stein

Lily Stein

Octopus Energy Operations Lead Click to read more...
Ashutosh Pandey

Ashutosh Pandey

Nokia Global Head of QBE and Process Reengineering Click to read more...
Praveen Moturu

Praveen Moturu

Mars Vice President, Chief Enterprise Architect Click to read more...
Emma DeSena

Emma DeSena

BrewDog Head of CX Click to read more...
Kate Birtles

Kate Birtles

Biffa Customer Service Director Click to read more...
Marek Grabowski

Marek Grabowski

Orange Customer Journeys Management Director Click to read more...
Dee Nandwani

Dee Nandwani

NewDay Senior Manager of Customer Experience Click to read more...
Kevin Morley

Kevin Morley

Crown Commercial Service Deputy Director, Customer Service Click to read more...
Karen Fuge

Karen Fuge

Legal & General Head of Claims Click to read more...
Christoph Schröder

Christoph Schröder

AXA Insurance Switzerland Process Manager (Digitalization) in Customer Care Click to read more...
Chris Thompson

Chris Thompson

Aviva Global Head of Mobile Click to read more...
Moira Clark

Moira Clark

Henley Business School Director of the Henley Centre for Customer Management Click to read more...
Prelini Udayan-Chiechi

Prelini Udayan-Chiechi

Zendesk VP Marketing EMEA Click to read more...
Charlie Snedden

Charlie Snedden

Calabrio Head of Solutions Consulting Click to read more...
Julien Rio

Julien Rio

RingCentral Senior Director of Marketing Click to read more...
Elke Duncker

Elke Duncker

Microsoft Director of Global Support Delivery Click to read more...
João Carmo

João Carmo

Talkdesk Principal AI Product Manager Click to read more...
Stuart Dorman

Stuart Dorman

Sabio Chief Innovation Officer Click to read more...
Sarah Metcalfe

Sarah Metcalfe

Happy Coffee Consulting Founder and Chief Happiness Officer Click to read more...
Laurier Alder

Laurier Alder

Khoros Strategy Director, EMEA Click to read more...
Neil Titcomb

Neil Titcomb

Odigo Managing Director UK&I Click to read more...
George Hackett

George Hackett

Freshworks Head of UK & I Sales Click to read more...
Sam Richardson

Sam Richardson

Twilio Senior Visioneering Consultant Click to read more...
Simon Johnson

Simon Johnson

Freshworks General Manager Click to read more...
Brian Budd

Brian Budd

Twilio Senior Solutions Engineer - Contact Centre Click to read more...

What our Delegates Think

2021 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

 
 

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

To complete your registration, please fill in the form below.

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.

Venue Directions

                   10 February 2022 – 239 Vauxhall Bridge RoadLondon SW1V 1EQUnited Kingdom – Lower Level 1

Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.

Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.

Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.

From King’s Cross & St. Pancras Railway Station (Eurostar):
– Take the Victoria Line Southbound towards Brixton on the London Underground
– Depart at London Victoria Station
– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will be on your left

From London Heathrow Airport:
– Take the London Underground, eastbound on the Piccadilly line
– Change at Hammersmith Station and take the District line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left

From London Gatwick Airport:
– Take the Gatwick Express train to London Victoria Station
– From the station, take the exit by Platform 2
– Turn right and walk 100 metres
– Park Plaza Victoria London will be on your left

From London Stansted Airport:
– Take the Stansted Express train to Liverpool Street Station
– Change to London Underground and take the Circle line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left

Have a question? Contact us or check our Frequently Asked Questions (FAQ) page

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