Events: Future of the Contact Centre

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 2021 conference, presented live and exclusively from our own TV studio set-up, 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 log off 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 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 look forward to having 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.

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

2021 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

Scott Brown

Scott Brown

Amazon Web Services Head of Worldwide GTM - Productivity Applications 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...
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...
Mark Adams

Mark Adams

Pure Planet Member Services Director 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...
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...
Ian Schmehl

Ian Schmehl

AT&T Mexico Vice President Customer and Enterprise Care Click to read more...
Gavin Morden

Gavin Morden

The Share Centre Head Of Customer Service, Operations & Change 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...
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...
Bob Stella

Bob Stella

KBC Bank Ireland Operational Effectiveness Manager Click to read more...
Moira Clark

Moira Clark

Henley Business School Director of the Henley Centre for Customer Management Click to read more...
Chris Thompson

Chris Thompson

Aviva Global Head of Mobile 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...

Interested in becoming a speaker

2021 Agenda

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?

2021 Sponsors

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

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

Ticket Options

Click a ticket type below to find out what’s included in our packages.

Register your place

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

 

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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