Events: Future of the Contact Centre – On Demand

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.

£95 + Vat (per On Demand license)

Future of the Contact Centre Conference On-Demand

Now available at your fingertips to watch whenever you're ready

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 brought into sharp focus the profound changes in the world of customer contact, and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

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.

• Scott Brown, Head of Worldwide GTM – Productivity Applications, Amazon Web Services
• Gabriele Masili, VP & Chief Technology Officer, Customer Experience and Success, Microsoft
• James Leech, Head of Contact Centre Transformation, Sainsbury’s
• Ian Schmehl, Vice President Customer and Enterprise Care, AT&T
• Praveen Moturu, Vice President, Chief Enterprise Architect, Mars
• Renzo Urzua, Global Contact Centre Training Manager, Mastercard
• Mark Billingham, Group Customer Operations Director and COO, The Very Group
• Paul Joesbury. Commercial Operations Director, Homeserve
• Danni Rush, Chief Customer Officer, Virgin Experience Days
• Claire Honeyman, Head of Customer Experience, Virgin Experience Days
• Mark Adams, Member Services Director, Pure Planet
• Michael McCarthy, Vice President Customer, Virgin Media
• Andy Kingston, Head of Offshore Contact Centres and Conversational Banking, HSBC
• Colin Crowley, VP of Customer Experience, Freshly
• Ashutosh Pandey, Global Head of QBE and Process Reengineering, Nokia
• Kate Birtles, Customer Service Director, Biffa
• Kevin Morley, Deputy Director, Customer Service, Crown Commercial Service
• Bob Stella, Operational Effectiveness Manager, KBC Bank
• Lily Stein, Operations Lead, Octopus Energy

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...

Register your On-Demand License - £95.00+VAT

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Once completed, you will be sent an an email including the link to the event On-Demand channel, providing instant access to several days of case study content, interviews, panel discussions and more.

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2021 Agenda

What our Delegates Think

2021 Sponsors

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