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Don’t Miss 18+ Cross-Sector Pioneers Reveal How They Are Delivering Exceptional Experiences With Customer-Focused Contact Centres. For Group Discount Prices, Please Call +44 (0) 203 479 2299. 

Next-Level, Customer-Centric Contact Centres: Overcome Remote Working & Staffing Hurdles, Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation.

A One-Day, Brand-Led Conference & Virtual Networking Event, 23rd June 2021.

08.30 Registration, Morning Coffee & Objective Setting

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks

Beverley Hullock
Senior Manager, Continuous Improvement


Jason Roberts
Contact Centre Transformation Lead | Customer Hub
Ocado Retail

New Tech, AI & The Human Touch

09.20 Leverage New Technologies, Genuine Innovation & AI In Your Contact Centre That Add Value To The Customer Experience Whilst Retaining That All Important Human Touch

  • Determine your organisational and customer needs to uncover and invest in tech that lives up to your demands
  • Harness AI to drive contact centre traffic to automation, feed agents information in real-time and add value to the customer experience
  • Deep dive into new tech implementation: lay the groundwork that will minimise pain points and retain the human touch

Dee Roberts
Director Contact Centre Transformation
AA Ireland

Nicole Feighery
Director of Contact Centre Operations
AA Ireland

New Tech, AI & Chatbots | Panel Discussion & Q&A

09.40 Learnings On New Tech & Implementation Journeys Which Maximise AI & Machine Learning For A Strategic Advantage

  • AI, chatbots and IVR: where are they right for your organisation and are they worth the investment?
  • Uncover how customers interact with the transition to new tech and avoid pitfalls for your contact centre
  • Out with the old: key takeaways and lessons learned from large-scale implementation and pivoting from traditional to modern contact centres

Bogdan Grigorescu
AI Platform Manager
Marks and Spencer

Beverley Hullock
Senior Manager, Continuous Improvement

Dan Eddie
Customer Experience Director

The Science Behind Exceptional Experiences In Contact Centres

10.10 The Science Behind Exceptional Experiences In Contact Centres

Making Contact Centres As Human As Humanly Possible: The Science Behind Exceptional Experiences

  • See how the use of the right language can change customer behaviour for the better
  • Understand how speech analytics, machine learning and AI is leading to more human conversations 
  • Learn how behavioural science can create positive outcomes for colleagues, customers and the company

Jez Groom
Founder & CEO
Cowry Consulting

10.25 Morning Refreshment Break With Informal Networking

Channel Mix

10.55 Select & Prioritise The Right Channel Mix With Savvy Platform Investments For A Seamless, Efficient Customer Experience

  • Quality over quantity? Phone, email, webchat, IVR… determine which channels to prioritise and invest in for your contact centre
  • Get the inside scoop on which channels suit different types of customers and communications and add value to the omnichannel experience
  • Save time for your organisation and your customers by encouraging and empowering customers to self-serve

Helen Wadkins
Consumer Experience Manager
Philips UKI




Ring Central Case Study

11.15 It's A Juggling Act: Supporting Agents & Customers In A Hybrid World

The world is a different place today compared to this time a year ago. Most leaders say COVID-19 has changed the UK contact centre industry forever.

While some contact centres managed to maintain service throughout the pandemic by switching to remote working, this raised issues for contact centre leaders. Problems included: the pressures of managing a remote workforce, keeping morale up and finding ways to connect the contact centre to subject matter experts behind the scenes.

Meanwhile, customer needs and expectations changed. People now communicate with businesses over many more channels than before. On top of this, queries became increasingly complicated. Agents needed to tap into knowledge and answers they couldn't necessarily access quickly.

All of this tells us that more than ever, helping solve a query requires effective collaboration between frontline agents and other parts of the organisation. As many companies adopt a hybrid approach to working, this level of collaboration will only happen if agents have the support they need.

But how do contact centre leaders manage a workforce moving from remote to hybrid and keep up with ever-changing customer behaviours?

Joanna Palmer
CX Client Principal

End-To-End Customer Journey

11.35 Wow Your Customers By Actioning Insights & Accurately Mapping Their Journey For A Seamless & Consistent Experience Across Channels

  • Harness CRM to swiftly and accurately identify pain points in the customer lifecycle to make journeys consistent and smooth across channels
  • The colleague role in a digital world: utilise insights to drive traffic towards automation, identify when an agent should intervene in complex cases and feed agents relevant data to empower them to take ownership and avoid clunky customer journeys
  • Collaborate internally to decide where internal responsibility lies for different channels to provide a frictionless offline to online journey

Andrew Clayton
Global Head of Customer Experience

11.55 Bonus Session; Reserved For Exclusive Conference Partner - Content Guru

Customer Demands & VOC

12.10 Power To The People! Crucial Lessons In How To Listen To Your Customers To Surpass Their Ever-Changing Expectations

  • Establish your contact centre as the voice of the customer in your organisation: use data and feedback to rapidly respond to shifting customer expectations
  •  Generate authentic, memorable connections with customers to drive loyalty and retention at a time where brand loyalty has never been lower
  • Assess the importance of bespoke, personalised service in becoming a standout brand for exceptional customer experiences
  • The power of social media: how does the voice of the customer on social platforms influence brand perception?

Mark Davies
Customer Contact Director
Bupa UK

12.30 Lunch & Informal Networking For Speakers, Delegates & Partners

Informal Breakout Discussions During Lunch

13.00 Informal Breakout Discussions

A) Data & Insights

B) GDPR & Brexit

C) Vulnerable Customers

D) Coronavirus Response! Share best practice with your peers about the immediate impact of coronavirus on business operations and strategy, how to minimise blows to the bottom line and reinforce business resilience during uncertain times.

13.30 Afternoon Co-Chairs’ Opening Remarks

Agents: Train, Motivate & Retain

13.40 Walk In Their Shoes: Train, Motivate & Retain Agents To Be Effective & Resilient In The Evolving Contact Centre

  • Equip agents with the right tools and technology to get the best out of them, and build a resilient workforce motivated to take the next call every single time
  • Assess the benefits of training agents to deal with specialised vs. generalised communications
  • Pivot quickly and easily to keep up with business and customer demands and lead an agile contact centre
  • Incentivise, motivate, reward: prioritise staff retention by providing ongoing training, rewards and career progression to cope with a revolving door

Kevin Morley
Deputy Director - Customer Service
Crown Commercial Service

Colleague & Customer Experience | Panel Discussion & Q&A

14.00 Happy Staff, Happy Customers: Engage & Empower Your Evolving Workforce For Fulfilled & Dedicated Agents Who Put The Customer First

  • Deliver renowned customer service through happy, empowered agents who embody customer-centricity in every interaction
  • Provide the level of personalised care that customers expect through agents who feel connected to their team, the brand and the customers
  • Inspire agents to put themselves in the customer’s shoes for compassionate care

Caroline Winwood
Customer Service & Direct Experience Director - Europe

Mark Trick
Customer Operations Director
Cynergy Bank

Jaime Scott
CEO & Founder


Tom Girling
Head of Regulated Advice
Skipton Building Society

Change & Transformation

14.30 Redefine The Role Of The Contact Centre Within Your Organisation To Add Value & Drive Continuous Improvement

  • Embed customer-centricity within the organisation and inspire agents to put the customer at the heart of everything they do
  • Transform the perception of contact centres within the organisation: value agents as the VOC within the organisation
  • Utilise feedback and data from the contact centre to drive continuous improvement and influence product innovation, marketing and sales
  • Break free from silo-mentality! Promote contact centre integration and collaboration by assessing who you should work alongside in decision making to add real value

Jason Roberts
Contact Centre Transformation Lead | Customer Hub
Ocado Retail

14.50 Bonus Session; Reserved For Exclusive Conference Partner - Twilio

Winning Workforce Cultures

15.20 Change The Perception & Reality Of Work In Your Contact Centre For Agents Who Put The Customer At The Heart Of What They Do

  • Sustain a motivational, supportive and well-balanced working environment which brings the best out of your agents
  • Create a culture of trust where staff are empowered to take ownership of customer interactions and make the right decisions for the organisation and the customer
  • Avoid change fatigue: unearth how to bring people along with you on a change journey and build resilience into the organisation

Tom Girling
Head of Regulated Advice
Skipton Building Society




15.40 Afternoon Refreshment Break With Informal Networking

Session Reserved

15.55 Bonus Session Reserved For Conference Partner - Synergy 

Derek Warner
CEO of SA Operation


Zainool Bux
Operations Director

Maximise Operational Efficiencies

16.10 Make The Most Of What You’ve Got: Scrutinise & Eliminate Inefficiencies Without Compromising On Customer Quality

  • Easy wins to move from a cost centre to a profit centre: streamline operations for agile contact centre management and value add to the organisation
  • Reinvigorate traditional operations to be fit for purpose in the modern world without breaking the bank

Richard Murray
Global Customer Services Director
Cambridge University Press

Forecasting & Measurement

16.30 Leverage NPS & KPIs To Optimise Contact Centre Efficiency & Drive Continuous Improvement

  • Call length, first time resolution, customer satisfaction, emotion: unearth innovative ways to measure commercial success
  • NPS & KPIs: pay attention to your customers and employees to add value to the organisation and drive continuous improvement
  • Translate data into actionable insights to forecast need and staff efficiently in order to increase efficiency

Speaker to be announced. Please check the website for updates.

The Future Of The Contact Centre: Strategies, Profits & Efficiencies

16.50 Tangible Next Steps Towards Next-Level Contact Centres

  • Future proof and transform your contact centre from an ever-increasing cost base, to a value add, through strategic insight
  • Scrutinise the purpose of the contact centre in the future and prepare your organisation appropriately
  • The benefits of flexible and remote working! Discover what works for your agents and what will attract a higher calibre of employees to work in your contact centre

Alison Jaap
Customer Director
first direct

17.10 Co-Chairs’ Closing Remarks & Official Close Of Conference