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Our seminar programme has been curated to provide you with the very latest in customer engagement and the contact centre world. Whether you're looking for the latest customer engagement technology, improving the culture and developing training, or some insider secrets for 2024, we've got you covered!

Make sure you click and drag across to see the full agenda for each theatre

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Keynote Theatre

Sponsored by:

nice

  1. Keynote Theatre
    This panel discussion will bring forth top industry leaders to map out the future of Call & Contact ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Keynote Theatre
    AI is already playing a pivotal role in business. Customers and employees expect fast, personalised, ...
    • Leadership & Culture
    Keynote Theatre
    This year I set up the Team Leader Community. An online community that has bought together over 200 ...
    • Customer Experience & Engagement
    • Leadership & Culture
    Keynote Theatre
    The intersection of cultivating a positive organisational culture, employee experience and deliverin ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Keynote Theatre
    Before an enterprise can deliver on a digital-first customer experience (CX) strategy, they often ha ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Keynote Theatre
    Selecting your outsourcing partner and nurturing that relationship requires precise strategic and op ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Keynote Theatre
    Microsoft Teams continues to grow massively, and many organisations are aggressively moving to Teams ...
Future of the Contact Centre Theatre

Sponsored by:

spinklr

    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    Welcome to a presentation that's anything but business as usual. We're here to shake things up and e ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    Generative AI has created exciting new opportunities to elevate and automate customer service and kn ...
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    In the face of ever-shifting customer expectations and dynamic workforces, generative Artificial Int ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    As technologies continue to evolve in a new era of Artificial Intelligence (AI), CX leaders worldwid ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Future of the Contact Centre Theatre
    In this session our industry experts will explore the continually evolving role of voice in customer ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    Nearly everything a business does is in service of its customers. Increasingly discerning consumers ...
    • Contact Centre Operations & Efficiency
    • Leadership & Culture
    Future of the Contact Centre Theatre
    Exclusive report on Contact Centre evolution and how it is shaping tomorrow's workforce The session ...
Connected Contact Centre Theatre

Sponsored by:

five9
  1. Connected Contact Centre Theatre
    Whether you're planning for 2024 or wrapping up this year, the presence of AI can't be overlooked. J ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Connected Contact Centre Theatre
    The enterprises that are winning at CX are laser-focused on maximizing ROI from their contact centre ...
    • Customer Experience & Engagement
    • Omni-Channel & Self-Service
    Connected Contact Centre Theatre
    In today's time-pressed world, self-service rules. So why can some companies create spectacularly su ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Connected Contact Centre Theatre
    Join Khoros and Swisscom for this 30-minute conversation to explore the current challenges faced in ...
    • Contact Centre Operations & Efficiency
    • Workforce Management & Training
    Connected Contact Centre Theatre
    Striking the Perfect Balance: Engagement, AI and Adherence in Quantanite's contact centre
    Achieving the right balance of agent autonomy, engagement and adherence is a continuous journey. Joi ...
Contact Centre Technology Theatre

Sponsored by:

genesys

  1. Contact Centre Technology Theatre
    Discover how to revolutionise your customer experience (CX) by unifying your CRM and contact centre. ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Contact Centre Technology Theatre
    We have all heard the warnings that AI presents a potential existential threat to humans – the kille ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    David Scheffler, Kore.ai's General Manager, EMEA, will explore the broader landscape of delivering t ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Contact Centre Technology Theatre
    Technology plays a crucial role in fostering effective partnerships and in enabling seamless and eff ...
    • Customer Experience & Engagement
    • Omni-Channel & Self-Service
    Contact Centre Technology Theatre
    In today’s evolving business landscape, artificial intelligence (AI) has become a buzzword, but it’s ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expandin ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    The world of AI is moving fast. Generative AI, Large Language Models and ChatGPT have changed what i ...
Customer Satisfaction Theatre

Sponsored by:

twilio

    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Customer Satisfaction Theatre
    Your AI is only as good as your data, and that data can be messy. Without unifying it and making it ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Customer Satisfaction Theatre
    Imagine outperforming your competitors by 25% when it comes to customer satisfaction, all whilst emp ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Customer Satisfaction Theatre
    Finding, training and keeping agents has never been more challenging. Changes in mentality and behav ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Customer Satisfaction Theatre
    For decades, operational efficiency and CX have been competing priorities for contact centre leaders ...
    • Digital Transformation & Engagement
    • Leadership & Culture
    Customer Satisfaction Theatre
    Customer Service is undergoing a once in a generation transformation, which will make it faster and ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Customer Satisfaction Theatre
    Stick or twist switch Too many organisations think an RFP will resolve their performance issues. Whe ...
Employee & Customer Experience Theatre

Sponsored by:

webex

    • Contact Centre Operations & Efficiency
    • Workforce Management & Training
    Employee & Customer Experience Theatre
    The importance and value of live interactions between customers and contact centre agents is on the ...
    • Customer Experience & Engagement
    Employee & Customer Experience Theatre
    In today's rapidly evolving business landscape, customer experience (CX) has become a key differenti ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Employee & Customer Experience Theatre
    In this session, explore how Electrolux elevated customer satisfaction by guaranteeing uninterrupted ...
    • Customer Experience & Engagement
    • Workforce Management & Training
    Employee & Customer Experience Theatre
    Knowing exactly what is going on in your contact centre, what transpires between your customers and ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Employee & Customer Experience Theatre
    Are we doing enough to motivate our agents? They’re the greatest asset in a contact centre and a lot ...
    • Customer Experience & Engagement
    • Workforce Management & Training
    Employee & Customer Experience Theatre
    To deliver excellent customer service, you must attract and retain great talent. We will explore dat ...
    • Customer Experience & Engagement
    • Leadership & Culture
    Employee & Customer Experience Theatre
    There’s nothing like a global pandemic to accelerate your transformation plans is there? In the wake ...
The Training & Networking Zone

Sponsored by:

daktela
    • Contact Centre Operations & Efficiency
    • Workforce Management & Training
    The Training & Networking Zone
    The purpose isn't to predict the future it is to prepare for the future. The one thing we can predic ...
    • Leadership & Culture
    • Workforce Management & Training
    The Training & Networking Zone
    Scheduling doesn’t get any easier, however with over 20-years of best practice and learning from pio ...
  1. The Training & Networking Zone
    Networking Party Sponsored By Daktela
    Join Daktela at this exclusive event at the The Call & Contact Centre Expo – including drinks, nibbl ...
Keynote Theatre

Sponsored by:

nice

    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Keynote Theatre
    Generative AI has captured attention since it blazed into the world in 2022. Contact centres were on ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Keynote Theatre
    AI is consistently forecast to disrupt the administrative function of businesses, including customer ...
    • Contact Centre Operations & Efficiency
    • Leadership & Culture
    Keynote Theatre
    Feedback is crucial for personal development, motivation and job satisfaction yet the act of giving ...
  1. Keynote Theatre
     
    • Leadership & Culture
    • Workforce Management & Training
    Keynote Theatre
    Welcome to the gym for the brain. This session explores how working in a contact centre affects our ...
    • Leadership & Culture
    • Workforce Management & Training
    Keynote Theatre
    Leadership in a contact centre can be very tough as we all know, with an ever changing dynamic and f ...
Future of the Contact Centre Theatre

Sponsored by:

spinklr

    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Future of the Contact Centre Theatre
    We're here to shake things up again and tell you how to capture customer, agent and business value f ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Future of the Contact Centre Theatre
    This session delves deep into the world of AI, with a laser focus on its place in the contact centre ...
    • Customer Experience & Engagement
    • Omni-Channel & Self-Service
    Future of the Contact Centre Theatre
    Join us to explore how we're tackling the pressing issue of deepfake technology. Discover how this i ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Future of the Contact Centre Theatre
    What will Contact Centres look like next year and beyond? Will human agents really be replaced with ...
  1. Future of the Contact Centre Theatre
    Discover how to revolutionise your customer experience (CX) by unifying your CRM and contact centre. ...
Connected Contact Centre Theatre

Sponsored by:

five9
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Connected Contact Centre Theatre
    Serving customers on their own terms has never been more critical. They want consistent experiences, ...
    • Customer Experience & Engagement
    • Omni-Channel & Self-Service
    Connected Contact Centre Theatre
    Customers expect you to see them where they are. Rich Messaging opens up your best communicators to ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Connected Contact Centre Theatre
    Each of these factors is crucial, and their importance can vary depending on the industry, company v ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Connected Contact Centre Theatre
    In today's rapidly evolving digital era, while consumers have adeptly woven technology into their br ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Connected Contact Centre Theatre
    AI Enabled Security – A Must Have for Contact Centers In today's digital age, contact centers are on ...
Contact Centre Technology Theatre

Sponsored by:

genesys

    • Customer Experience & Engagement
    • Omni-Channel & Self-Service
    Contact Centre Technology Theatre
    CCMA’s Research Director will present findings from the third annual Voice of the Contact Centre Con ...
    • Digital Transformation & Engagement
    • Customer Experience & Engagement
    Contact Centre Technology Theatre
    Zoom’s Head of Digital Support, Jeff Harling, has built the company’s CX operations from a modest su ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    Today's C-suite executives must be familiar not only with the latest CX technologies but also unders ...
    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    Everyone attending this conference understands that customer service conversations hold valuable inf ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    How can you future-proof your contact centre and ensure long-term success? Join this session to lear ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Contact Centre Technology Theatre
    Understand the critical role language plays in customer satisfaction and how our integrated solution ...
Customer Satisfaction Theatre

Sponsored by:

twilio

    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Customer Satisfaction Theatre
    Discover the power of a friction-free cloud contact centre adoption model, allowing businesses to ev ...
    • Customer Experience & Engagement
    Customer Satisfaction Theatre
    Join EE's Planning and Scheduling Manager, Wayne Mitchell, as he contemplates whether it is possible ...
    • Digital Transformation & Engagement
    • Workforce Management & Training
    Customer Satisfaction Theatre
    Join Saurav Chopra founder and CEO of 5Mins.ai and explore how TikTok holds the secrets to effective ...
    • Leadership & Culture
    Customer Satisfaction Theatre
    With the explosion of SaaS businesses selling into the B2B market space, along with it has come term ...
Employee & Customer Experience Theatre

Sponsored by:

webex

    • Digital Transformation & Engagement
    • Contact Centre Operations & Efficiency
    Employee & Customer Experience Theatre
    Why save the best service experience for just the contact centre? Your main service desk receives a ...
    • Customer Experience & Engagement
    Employee & Customer Experience Theatre
    In the fast-paced world of customer experience, there's a simple truth: without operational excellen ...
    • Customer Experience & Engagement
    • Leadership & Culture
    Employee & Customer Experience Theatre
    In the last four years, we've seen a global pandemic, heightened vulnerability, and economic and soc ...
    • Customer Experience & Engagement
    • Contact Centre Operations & Efficiency
    Employee & Customer Experience Theatre
    According to a recent survey by Google & Accenture, 39% of enterprise contact centre agents are expe ...
  1. Employee & Customer Experience Theatre
     
The Training & Networking Zone

Sponsored by:

daktela
    • Contact Centre Operations & Efficiency
    • Workforce Management & Training
    The Training & Networking Zone
    As Contact Centre professionals do we see time away from the operation mainly as a cost to control? ...
    • Contact Centre Operations & Efficiency
    • Workforce Management & Training
    The Training & Networking Zone
    Understand how to design the right operating model for your customer and colleague journeys, with th ...

cpd

Our free-to-attend content sessions are full of knowledge and are all CPD accredited, enabling you to develop professionally, improve your practice and gain continued competence points