Events: Future of the Contact Centre – On Demand
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
Welcome to Engage Customer TV
This year’s Future of the Contact Centre Conference was broadcasted LIVE from our very own ‘Newsroom Style Studio’, complete with film crew, event host and set that makes you think you’re watching your favourite television show.
We believe in this new approach and feel it’s a refreshing alternative to pre-recorded webinars and ‘Zoom call’ events. All part of our obsession with creating the very best events and making them as engaging and informative as our traditional venue-based conferences.
Purchase your On-Demand license now !
2021 Hall Chairs


2021 Speakers

Yasser El-Haggan
Amazon Web Services Head WW Solutions Architecture, Productivity Apps Click to read more...









Andy Kingston
HSBC Head of Offshore Contact Centres and Conversational Banking Click to read more...


Gabriele Masili
Microsoft VP & Chief Technology Officer, Customer Experience & Success Click to read more...




Charmaine Vallance-Poole
Holland & Barrett Head of UK and International Customer Experience Click to read more...

Alexandra Da Silva Rodrigues
Radisson Hotel Group Strategic Advisor for Global Contact Centers Click to read more...









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

Moira Clark
Henley Business School Director of the Henley Centre for Customer Management Click to read more...












Register your On-Demand License - £95.00+VAT
To receive your On-Demand license details, please complete the registration form below.
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.
Please fill in the form below to purchase your on-demand license
2021 Agenda
- 10th February
- 11th February
What our Delegates Think

Marks & Spencer

HSBC Plc

Virgin Media
2021 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


Calabrio
Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.
Calabrio ONE is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.
Contact: W: www.calabrio.com


Centrical
Centrical helps contact centre operators engage, train and manage their employees wherever they work. Its AI powered platform combines real-time performance management, personalized microlearning, and advanced gamification, ensuring employees stay productive, proficient and efficient. Always. Centrical’s technology can be easily integrated with all leading enterprise systems. It is the platform of choice for many of the world’s leading fortune 500 enterprises and outsourcing services, helping thousands of employees worldwide exceed their daily. Centrical’s platform produces improvements like 40% faster onboarding, 10% increase in productivity and calls/shift, higher sales, and longer employee retention.

Freshworks
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world. For more information visit www.freshworks.com.


Genesys
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: W: www.genesys.com/uk


Intercom
Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for Conversational Marketing, Conversational Customer Engagement and Conversational Support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic.


Khoros
Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs, accelerating sales, loyalty, and innovation. With 2,000+ customers and 10 offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.


Odigo
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/

RingCentral
We work with our customers to reimagine the world of business communications and collaboration. This relentless passion to innovate has made us the #1 cloud communications provider worldwide, and we don’t plan on stopping there. Combining the best in UCaaS and telecommunications, RingCentral Contact Centre meets the needs of modern businesses to embrace a future-fit technology stack, enable remote working, and exceed skyrocketing customer expectations. Functionalities such as real-time reporting, extensive workforce management, and AI-based sentiment analysis give businesses the tools they need to vastly improve their contact centre performance. Skills-based omnichannel routing across voice and digital channels gives customers instant access to the best agent to meet their needs. Based in the cloud, RingCentral Contact Centre allows you to easily scale your staffing up or down as needed. Agents can work from nearly anywhere, and automatic failover capabilities allow you to continue running if your primary data centre goes down. RingCentral Contact Centre offers three base packages to help simplify your choice according to your business need. Each can be tailored with optional features, such as speech recognition, customer integrations, workforce optimisation, and more. For more information, please visit ringcentral.co.uk or call UK 0800-098-8136. Find us on Twitter, LinkedIn and YouTube.

Sabio
Sabio Group delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio and Google, Sabio Group helps organisations to optimise their customer journeys by making better decisions across their multiple contact channels. The group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.


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


Twilio
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.


Vonage
Vonage offers flexible and scalable voice, messaging, video and data capabilities across Unified Communications, Contact Centres and Communications APIs. Change is an essential part of the Vonage DNA. Our original business brought VoIP to families and small businesses. And now we’re making communications more flexible, intelligent, and personal to help enterprises the world over stay ahead. We've brought leaders in unified communications, contact centers, and communications APIs all under one roof. Together, we’ve created the world’s most flexible cloud communications platform.

Zendesk
Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships.
From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company. Zendesk serves more than 160,000 customers across hundreds of industries in over 30 languages.
Zendesk’s European headquarters is in Dublin, and operates offices in the UK and worldwide.
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