The Customer-Focused Contact Centres Conference

14.05.2024 | LONDON

Optimise The Balance Of Tech & AI Efficiencies, Agent Engagement & People-Focused Customer Experiences For Fit-For-Future Contact Centres

6th Annual | 14th May 2024 | Cavendish Conference Centre, London

A One Day, Brand-Led Conference and Networking Exhibition

Balancing Digital Transformation & Human Experiences ■ Empower Agents, Engage Employees ■ New Tech, AI & Chatbots ■ Seamless End-To-End Customer Journeys ■ Changing Customer Expectations & Behaviours ■ Hybrid & Flexible Contact Centres ■ Actionable Insights & Data ■ Internal Cultures & Employee Experience ■ VOC: Customer Service & Experience ■ Omni-Channel Strategies ■ Optimise Operational Efficiencies

An exclusive, senior-level, innovation-focused conference bringing together brands to showcase real-life applications in one targeted day around keeping gold-standard, people-focused customer experiences at the centre and empowering and engaging agents whilst also benefiting from new tech and AI efficiencies.

Full Speaker Line-Up To Be Announced! Speakers Already Confirmed Include…

Our 2023 event featured an exclusive, speaker panel with outstanding case studies from:

The Customer-Focused Contact Centres Conference At A Glance....


Senior Customer Experience Leaders


Advanced Topics


Unmissable, Inspiring Day!

17 Customer-Focused Contact Centre Leaders Share New Insights & Strategies To Lead The Future Of Contact Centres By Implementing Advances In AI & Developing Agents Of The Future By Balancing The Human Touch With Digital Innovation & Engaging & Upskilling Employees To Deliver Elevated Customer Experiences Across All Channels

11 Reasons The Brand-Led Customer-Focused Contact Centres Conference Cannot Be Missed:


Balancing Digital Transformation Efficiencies & Human-Centred Experiences:

Optimise the balance between digitalisation and the human touch to maximise productivity and a holistic customer experience


Empower Agents, Engage Employees, Create A Resilient Workforce:

Build future-ready and resilient agents by balancing employee engagement and customer service with innovative engagement tools


Exciting, Value-Adding Tech Innovations:

Capitalise on the latest advances in automation, tech and AI to enhance the customer experience and efficiencies


Seamless End-To-End Customer Journeys:

Build customer confidence and transform customer experience by eliminating inefficiencies and add value to the end-to-end journey


How Are Customers Expectations & Behaviours Changing Today?

Close the gap between assumptions and reality to navigate the ever-changing world of customer behaviour


Future-Proof Your Hybrid Workforce:

How do hybrid ways of working continue to drive the demand for multichannel strategies in customer-focused contact centres?


Transformative, Actionable Data-Led Insights:

Use value-adding metrics to deliver exceptional customer service that benchmarks and improves performance


Elevate Employee Experience To Positively Drive Customer Experience:

Discover how putting your agent first places your customer first with a holistic customer focused internal culture


VOC: Enhancing Service Through Experience:

Emphasise the importance of the customers voice to build trust through seamless service interaction


Enhanced & Cohesive Omnichannel Experiences:

Design the right channel mix to save time, resources and gain consistent positive results from your customers


Optimise Operational Efficiencies:

Streamline customer engagement strategies for maximum customer satisfaction, cost-efficiency and agent productivity


  • 6 Years Of Forward Thinking: Innovative Ideas In A One-Day Contemporary Conference
  • Join Our Senior-Level, Brand-Led Conference
  • Don’t Miss Out On Cutting-Edge Case Studies To Help You Stay Ahead Of The Curve With AI
  • Peer-to-peer discussions and 2 interactive panels!
  • Peer-To-Peer Discussions:
  1. Handling Customer Complaints
  2. Agent Voice
  3. Cost-Saving Strategies
  4. Agent Wellbeing
  5. Self-Service
  • 2 Interactive Panel Discussions:
    – Internal Cultures & Employee Experience
    – Changing Customer Expectations & Behaviours

Can You Help Contact Centre & CX Professionals Boost Performance?

For more information on how to get involved, please call +44 (0)20 3479 2299, email or contact us here. 

Exhibition Stand Package: 3 x 2 Metre Area Plus 2 Delegate Passes:

Book Today & Save £1,000: £2,999 + VAT

Standard Rate: £3,999 +VAT

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