CC Expo Agenda: 27th November 2024

10:00 – 10:45: Contact Centre 2.0: The Evolving Workforce

As customer expectations shift and technology accelerates, new roles are emerging that are transforming customer and employee experiences. From AI supervisors to omnichannel experts, this session will explore how these changes are reshaping the workforce.

• Chairperson: Martin Teasdale, Founder - Get out of Wrap
• Speakers:
  • Chantal Mitchell, Customer Experience Manager - Vivid
  • Jo Garland, Director, Customer Engagement EMEA - The LEGO Group
  • Vinay Parmar, Founder - Dhruva Star

11:00 – 11:30: Leading the Future of Customer Service Automation

This session focuses on the advancements in customer service automation and how businesses can leverage these tools to drive efficiency and improve customer satisfaction. Key insights will cover the latest trends in service automation and the future of AI-powered contact centres.

• Speakers:
  • Laura Malinsky, Director, Solutions Sales, EMEA Analytics & Digital - NICE
  • Sue Bolt, International Solution Sales Director WEM - NICE

11:40 – 12:10: How to Make Your Customer Experience SING

Customer satisfaction is on the decline, but how can businesses address the key CX roadblocks? This session explores data-driven insights and strategies to improve customer experiences and drive higher CSAT scores.

• Speaker: Garry Gormley, Founder - FAB Solutions

12:20 – 12:50: How Contact Centres Can Demonstrate Their Value

The spotlight is on the contact centre, with discussions on how it can generate genuine business value through customer insights, DEIB (Diversity, Equity, Inclusion, and Belonging) strategies, wellbeing initiatives, and more.

• Speaker: Kate Law, Membership & Learning Director - CCMA

13:30 – 14:00: Press 1 for Staff Retention: Eight Authentic Ways Emotional Intelligence Will Help Create Call Centre Careers

Emotional intelligence (EQ) is key to staff retention in call centres. This session will discuss how agents can develop EQ at their own pace, leading to stronger teams and better customer service outcomes.

• Speaker: Sandra Thompson, Founding Director - The Ei Evolution

14:10 – 14:40: Microsoft Teams and Contact Centre: Understanding Your Options

Microsoft Teams has become a pivotal tool in contact centre operations. This session will explore advanced agent and supervisor capabilities, including the Queues app, and how these features can optimise contact centre workflows.

• Speaker: Tom Arbuthnot, Co-Founder - Empowering.Cloud

15:05 – 15:35: How I Hacked Your Call Centre - Tales from a Social Engineer

Max Corbridge, a seasoned ethical hacker, will recount tales from the world of social engineering and explore how contact centres can protect themselves from human-side vulnerabilities in cybersecurity.

• Speaker: Max Corbridge PCSP, Head of Adversary Simulation - JUMPSEC

15:45 – 16:15: Navigating GenAI with Ethics

How do businesses navigate the growing influence of Generative AI (GenAI) while ensuring ethical practices and compliance? This session will focus on the safe use of AI, its true potential, and its limitations in customer service contexts.

• Speaker: Stephen Alstrup, Professor in Algorithms - Department of Computer Science, University of Copenhagen

11:00 – 11:30: Customer Fireside Chat: The Know-How to Act Now: Brand Stories for the Next-Gen Contact Centre

This session will offer insights into assessing your contact centre’s readiness for conversational intelligence and how to fine-tune service roadmaps across voice, digital, and social channels.

• Chairperson: Alan Gibson, Service Specialist - Sprinklr
• Speakers:
  • Christine Lee, Senior Customer Service Manager - Wickes
  • Gia Villondo, Leader in Digital Customer Experience

11:40 – 12:10: Using Your Brain® – The Smart Ways to Get the Best from Artificial Intelligence

AI is revolutionising customer service, but how can organisations avoid the hype and effectively leverage AI for cost reduction and enhanced customer service? This session will explore how leading AI services are driving change.

• Speaker: Sean Taylor DL, CEO - Content Guru

12:20 – 12:50: Next-Gen CX: The Future of Your Contact Centre

Explore the future of customer experience and how cloud-based solutions like Five9 are helping businesses adapt to changing customer needs through innovative contact centre solutions.

• Speaker: Steve Blood, VP of Market Intelligence and Evangelism - Five9

13:30 – 14:00: Why 100% Coverage = 100% Confidence: Make AutoQA Work for You

As we head into 2025, this session will discuss the limitations of random sampling in quality assurance and how moving to 100% coverage can provide deeper insights into customer interactions.

• Speaker: Chris Mounce, Product and Training Specialist - EvaluAgent

14:10 – 14:40: How Generative AI is Forging the Future of CX and Transforming the Contact Centre

Generative AI is at the forefront of transforming contact centre operations. This session will delve into how businesses are using AI across the customer journey to deliver engaging experiences and drive transformation.

• Speaker: Yoel Goldenberg, Senior Vice President, Product Management - Uniphore

15:05 – 15:35: “Skip the Website, I’ll Just Call.” How Personalized AI Agents Will Become Your Primary Customer Contact Method

Personalised AI agents will revolutionise how customers interact with businesses, making them as important as websites or mobile apps. This session will explore how businesses can capitalise on this shift.

• Speaker: Jan Seifert, Lead Product Sales - Parloa

15:45 – 16:15: Navigating the Outsourcing Landscape: Benefits and Drawbacks

The outsourcing landscape continues to evolve. This session will explore the challenges and opportunities businesses face when delivering exceptional customer service via outsourcing.

• Chairperson: George Loraine, Expansion Manager, UK - Onepilot
• Speakers:
  • Katie Tanner, Head of Operations - Loci
  • Lucas Bornert, Co-Founder & COO - Onepilot
  • Miles Courtney-Thomas, Co-Founder & Chief Customer Officer - Customer Start Limited

11:00 – 11:30: Empowering the Future: Exploring the Future of Consumer Behaviour in the Era of AI

This session will examine how AI is influencing consumer behaviour and shaping the future of customer interactions, focusing on Microsoft’s Copilot solutions and their role in conversational banking.

• Speakers:
  • Laura Macleod, Senior Product Owner – Conversational Banking - Virgin Money
  • Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft

11:40 – 12:10: Revolutionising Contact Centres: The Strategic Impact of Proprietary AI at Dialpad

Explore how Dialpad’s proprietary AI, DialpadGPT, is reshaping contact centre operations and improving customer service outcomes through enhanced automation and AI-driven insights.

• Speaker: Sid Farmiloe, Senior Solutions Engineer - Dialpad

12:20 – 12:50: Listen, Understand, Act: Transforming Agent-Customer Interactions with AI

As AI improves chatbot effectiveness, human agents are left handling more complex issues. This session explores how AI can assist agents in resolving complex customer problems more effectively.

• Speaker: Simon Black, COO - Creovai

13:30 – 14:00: The Human Touch in a Tech-Driven World

With AI and automation transforming customer interactions, this session focuses on the importance of seamless interactions between customers and agents for delivering exceptional customer experiences.

• Speaker: Mark Lockyer, Director of International Sales - CallMiner

14:10 – 14:40: The Future of Contact Centres: Taking Command of AI, Security, and CX

This session will highlight the security concerns surrounding AI adoption in contact centres and how businesses can adopt secure AI practices to safeguard both customer and business data.

• Speaker: Mehmet Hussein, Director, Solutions Engineering - Bandwidth

15:05 – 15:35: Voice of the Agent (VoA): Empowering Contact Centre Agents in a Multichannel World

The role of the contact centre agent has evolved, and this session will discuss how businesses can empower agents through AI and multi-channel capabilities to deliver exceptional customer experiences.

• Speakers:
  • Ed Creasey, Vice President of Solution Engineering - Calabrio
  • Johanna Viklund, Global WFM Manager - H&M Group

15:45 – 16:15: The Challenges Facing Buyers in an AI-Driven World

As AI technology evolves, businesses need to address the challenges of integrating AI with existing systems. This session will explore how contact centre buyers can approach AI adoption strategically.

• Speakers:
  • Graham Thompson, Managing Director - KCS AI
  • Mark O’Rourke, Managing Director - KCS AI

This rich agenda promises a day full of insights, case studies, and discussions to help businesses elevate their customer service operations through AI, automation, and enhanced human-agent collaboration. The Contact Centre Expo 2024 is a must-attend event for all those passionate about shaping the future of customer experience.