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Earlybird Ending Soon! Book Before Next Thursday To Save £350! Alexandra Ilie, Head Of Advisory Contact Centre At ING & Jean Crosbie, Head Of Customer Contacts At Aer Lingus Make The All-New Speaker Line-Up 18-Strong! 

Drive Customer Results & Outstanding Experiences & Performance Both Remotely & Centre-Based With The Latest Tech & Automation Efficiencies For Next-Generation, Customer-Focused Contact Centres
Guarantee Exceptional Customer Experiences, Effortless Omni-Channel Journeys & Organisational Efficiencies With The Latest, Affordable Tech, AI, Automation & Chatbot Advances Whilst Always Retaining The Human Touch With A Motivated, Hybrid Workforce Who Respond To The Customer’s Voice For Above-&-Beyond Customer Service. A One-Day, Brand-Led Conference & Virtual Networking Event, 4th November 2021.

18 Brand-Side Contact Centres & Customer Experience Leaders Share Their New Insights & Learnings On The Latest Tech & AI Advancements & Efficiencies, Engaged & Motivated Agents & Cultures Both In Contact Centres & Remotely, Truly Hearing The Changing Voice Of The Customer & Delivering Outstanding Customer Experiences & Journeys Across Multiple Channels Without Losing The Human Touch

  1. Experience-Boosting, Human-Centred New Technologies: New tech to create positive experiences without losing that human connection
  2. Drive Remote & Hybrid Contact Centre Performance: Mitigate risks around remote and hybrid models and embrace fit-for-the-future service delivery
  3. Seamless End-To-End Customer Journeys: Boost conversions and remove pain points to ensure smooth customer journeys across both online and offline channels
  4. VOC & Changing Customer Expectations: Understand changing customer behaviours and feedback and truly hear their voice throughout your contact centre
  5. New Tech, AI, Self-Serve & Chatbot Innovations: Demonstrably boost performance and maximise the impact of tech innovations on your customer service
  6. Future-Proofed, Omni-Channel Mix Strategies: Find the crucial mix of customer contact channels today to deliver exceptional joined-up experiences
  7. Powerful & Engaging Colleague Experiences: Create internal cultures that inspire and motivate agents to amaze customers time after time
  8. Attract, Engage, Retain Agents In A Post-Pandemic New Reality: Motivate agents both in the contact centre and remotely to provide effective, brand-boosting customer service
  9. Optimise Operational Efficiencies: Make the most of what you have to cut costs whilst maintaining gold-standard service delivery

How Does The Virtual Customer-Focused Contact Centres Conference - Effortless Experiences Work?

Inspiring Speakers - Listen to market-leading, brand-side speakers as they share their hard-won insights and experiences with hot topic presentations and panels

Connect & Network - Networking is easy with the use of our discussion board, direct messaging facility, meeting request buttons, live polling and social media feed. Have your say and meet the other attendees

Live Chat - Pose your own questions and comment via the live chat function and interact with other delegates and speakers in real time

Virtual Roundtables & Peer Discussions - There will be breakout discussions during the day to discuss specific areas of interest with like-minded attendees to tailor your experience

Virtual Exhibition - Explore the 'virtual exhibition stands' and speak directly to our carefully-chosen exhibitors to help you tackle your business challenges directly

Virtual Face-To-Face Meetings - Start a conversation with fellow delegates or exhibitors and discuss your individual needs and challenges one-to-one

It’s Easy! All you need is good internet access and a password which we will provide. Presentations and panels are live, and you can type in questions, take part in live polling and also comment on the social feed. For any breakout discussions, it’s just a normal zoom call. You can also direct message or request a meeting with attendees. Sessions will be recorded and will be available as on-demand content after the event.

The Customer-Focused Contact Centres Conference At A Glance:

Brand Speakers

Satisfaction Rating

Inspiring Years

Advanced Topics

Affordable Day

PLUS! This Customer-Focused Contact Centres Conference Also Features:

  • 18 Cross-Sector, Brand-Side Contact Centre Directors Speaking!
  • We've Gone Virtual With Tailored Case Studies! Join us live from the comfort of your own home or office!
  • Capture The Momentum Of 2021! Learn and inspire
  • Dedicated Virtual Networking Lounges
  • In-Depth Conversations & Speaker Interviews
  • 3 Interactive Q&A Panels: A) Remote & Hybrid Contact Centres B) New Tech, AI, Self-Serve & Chatbots C) Colleague & Customer Experience

97% Average Delegate Satisfaction Rating Across All 2019 Events! Hear What Previous Conference Attendees Think:

‘‘Really well organised and insightful.’ Eurostar.

‘Interesting and a great networking event.’ Sussex Police


‘Brilliantly insightful and engaging.’ Dorothy Perkins

Proudly Sponsored By:

18 Cross-Sector Brands Speaking In 1 Day: Customer-Centric, Human-Touch New Tech • Remote & Hybrid Contact Centres • Seamless Customer Journeys • Voice Of The Customer & Behaviours • New Tech, AI, Self-Serve & Chatbots • Future-Proofed Omni-Channel Mix Strategies • Colleague & Customer Experience • Attract, Engage & Retain Agents Post-Pandemic • Maximise Operational & Service Efficiencies

Now Is Your Chance To Get Involved In The Customer-Focused Contact Centres Conference - Effortless Experiences!
Call Us On +44 (0)20 3479 2299 - Get Involved Now & Save £1000!

Can You Help Senior Heads & Directors Of Customer Experience Maximise Their Contact Centres? For more information on how to get involved, please call +44 (0)20 3479 2299 or email

  • Speaking & Thought Leadership Opportunities
  • Pre-Conference Marketing & Brand Exposure
  • Virtual One-To-One Meetings
  • Interactive Networking, Direct Messaging, Meetings, Live Discussion
  • On The Day Customisable Branding On The Dedicated Virtual Platform
  • Virtual Exhibition Stand
  • Competitions & Electronic Giveaways
  • Virtual Roundtables Video Advertisement

“Excellent delegates, real discussions about upcoming projects.” Responsetek (previous sponsor)


Drive Customer Results & Outstanding Experiences & Performance Both Remotely & Centre-Based With The Latest Tech & Automation Efficiencies For Next-Generation, Customer-Focused Contact Centres
Guarantee Exceptional Customer Experiences, Effortless Omni-Channel Journeys & Organisational Efficiencies With The Latest, Affordable Tech, AI, Automation & Chatbot Advances Whilst Always Retaining The Human Touch With A Motivated, Hybrid Workforce Who Respond To The Customer’s Voice For Above-&-Beyond Customer Service. A One-Day, Brand-Led Conference & Virtual Networking Event, 4th November 2021.

08.30 Registration, Informal Networking & GIC Opening Remarks

09.00 Morning Chair’s Opening Remarks
Alison Jaap, Customer Director, first direct


09.10 Harness The Latest Tech Advances In AI & Automation To Deliver Real Impact To The Business & Stand-Out Customer Experience

  • Identify where new tech is needed within the organisation to best serve customers’ needs and improve efficiencies – without breaking the bank!
  • Where are tech advancements moving faster than our customers? Identify customers and customers situations that require that person-to-person interaction
  • Understand the crucial moments your customer expects the human touch and empower agents to provide best-in-class customer services at these moments
  • Ensure agents and customers are fully prepared for technology changes, and remove pain points from the customer journey before they occur
  • AI, automation and chatbots... where has it worked well with good customer satisfaction metrics?

Adam Axelrod-Harash, Head of Customer Service Operations, Volkswagen Group UK Ltd


09.30 Engage & Manage Agents Effectively During Remote Working To Ensure A Q&A Consistently High Level Of Customer Service

  • What key technologies have been crucial during the pandemic to ensure the success of remote working in contact centres?
  • Back to the office? WFH? Hybrid Models? What does the future look like for contact centres to ensure both customer success and agent retention?
  • How can agents be supported effectively working from home to both drive performance and employee wellbeing?
  • Solidify data security with remote working and secure peace of mind for both customers and the business
  • Keep a close eye on remote agent performance while maintaining trust and autonomy
  • Broadband, distractions, space... what are the hurdles to smooth WFH operations and how does that impact your workforce policies?

Jo Garland, Senior Manager, Customer Support, Asda

Alex Hawkins, Senior Associate, Systems Efficiency, Liverpool Football Club

Jean Crosbie, Head of Customer Contacts, Aer Lingus


10.05 Join Up The Dots Of Your Customer’s Journey Across Multiple Channels To Reduce Pain Points, Resolve Customer Needs & Ensure Streamlined Experiences

  • How can customer data be leveraged effectively to offer a more proactive customer services and remove pain points from customer journeys
  • Apply successful customer journey mapping strategies to understand your customers experience and provide consistent and reliable service across your channel mix
  • Balance automation advances with that personal touch: insights into customer journeys that need human interaction to provide reassurance, swift resolution and above-and-beyond CX

Nicola Harris, Head of Customer Journeys, Virgin Media O2

10.25 Morning Refreshment Break With Informal Networking


10.55 Keep Pace With Customers’ Rapidly Changing Expectations & Ensure The Voice Of The Customer Is Being Heard In Your Organisation To Inform Operations & Future Strategies

  • With the pandemic changing both customer expectations and demands, how can we leverage data and feedback to ensure the voice of the customer is being truly heard and actioned?
  • How can memorable experiences inspire brand loyalty and create long-term customer relationships?
  • The customer’s voice can be heard further than the contact centre! From social media feedback to review sites, how can we become solutions-focused and mitigate any brand reputational damage?

10.55 Perspective One:
Ian Webber-Rostron, Head of Customer Care, Missguided

11.15 Perspective Two
Henriette Jehnert, Global Head of Multichannel Contact Center Services, UBS

11.35 Bonus Session; Reserved For Exclusive Conference Partner


12.05 Savvy Tech Application That Makes A Tangible Impact On Customer Outcomes, Colleague Experience & Contact Centre Efficiencies

  • Advances in AI and chatbots have come on leaps and bounds in recent years, but where are the most effective areas for business to invest to ensure improved customer experience?
  • Cyber, data, cloud... with new tech comes new security vulnerabilities! How can we ensure airtight customer data safety with these advances?
  • Delve deeper into the data on how your customers interact with new tech and ensure you are removing pain point for customers, not adding them
  • Set out metrics to accurately benchmark tech performance post-implementation to ensure customer needs are met, agents are productive and overall targets are being met

Chris Diviney, Sr Director CX, Global Customer Care, Hertz

12.35 Morning Chair’s Closing Remarks
Alison Jaap, Customer Director, first direct

12.40 Lunch For Delegates, Speakers & Partners

13.40 Afternoon Chair’s Opening Remarks
Mark Davies, Customer Contact Director, Bupa UK


13.50 Develop & Invest In The Key Channels For Your Contact Centre To Optimise Customer Journeys Deliver Exceptional Joined-Up Experiences

  • From phone to webchat to email, determine the channels to prioritise in your contact centre to offer customers the choice they truly want
  • Understand the needs of different customer segments and effectively target your channel strategy to your customer base
  • Ensure you’re not overlooking the digitally challenged in this digital world! Decipher where extra investment is worth every penny for vulnerable customers and more serious cases
  • The pandemic has helped customers naturally move towards self-service, but how can businesses help these behaviours become embedded in the long-term?

Mark Elliott, Head of Distribution Planning & Strategy, Skipton Building Society

14.10 Bonus Session; Reserved For Exclusive Conference Partner


14.40 Develop Engaging & Motivating Internal Cultures To Inspire Agents To Put Customers At The Heart Of Everything They Do

  • Inspire customer-centricity with robust employee engagement throughout your contact centre to develop agents that deliver best-in-class customer experiences time after time
  • Give agents agency! When can agents go “off script” to best support customers?
  • What technologies truly get the best out of agents and enable them to provide memorable customer experiences call after call?
  • Measure the impact your staff engagement strategies are having on customer experience and demonstrate the value this is having on the bottom line
  • What methods and training best help agents empathise with customers’ experiences to create a journey that really looks after customers?

Rebecca Powell, Runs Keeping Families Happy (Head of Customer Care), Ella’s Kitchen

Mark Elliott, Head of Distribution Planning & Strategy, Skipton Building Society

Dan Eddie, Customer Experience Director, Vanarama

Claire Carroll, Head of Sales & Service, The Co-operative Group

Beverley Hullock, Senior Manager, Service Improvement & Solution Architecture, Openreach

Jean Crosbie, Head of Customer Contacts, Aer Lingus

15.20 Bonus Session; Reserved For Exclusive Conference Partner

15.35 Afternoon Refreshment Break With Informal Networking


16.05 Develop Internal Cultures That Motivate & Engage Contact Centre Agents To Reduce Turnover & Create A Resilient Workforce

  • Increase agent retention through developing a nurturing company culture where people feel comfortable in their workplace and see a future with the business
  • Remote or on-site, how can we best support agents and their wellbeing?
  • Career progression! Learning and development strategies to nurture ambition and retain top talent long term

16.05 Perspective One:
Audrey Huot, Head of Customer Experience, Cox & Cox


16.25 Perspective Two:
Alexandra Ilie, Head of Advisory Contact Centre, ING


16.45 Reduce Waste & Inefficiencies Without Scrimping On Customer Satisfaction To Ensure Your Contact Centre Remains A Profit Centre

  • What quick tips and tricks can be implemented to streamline your contact centre operations to ensure you’re adding value for customers and the business?
  • Where can automation be effectively utilised to streamline wait times for customers and improve brand experiences?
  • Best-practice advice on overhauling day-to-day operations to bring your contact centre into the modern world without breaking the bank?

Helena Cooney, Head of UK Client Services, Fidelity International

17.05 Afternoon Chair’s Closing Remarks
Mark Davies, Customer Contact Director, Bupa UK

17.15 Official Close Of Conference