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CC Expo Agenda: 28th November 2024

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Agenda for the 28th November 2024

As customer needs evolve and technology advances, the focus of the Contact Centre Expo on 28th November 2024 will be on exploring the latest innovations and best practices in customer experience (CX) and contact centre operations. This event promises insightful sessions, featuring thought leaders and industry experts, with a focus on the future of AI, customer engagement, emotional intelligence, and automation. Below is the detailed agenda for the day, including keynote sessions and targeted theatre discussions.

Keynote Theatre

Sponsored by: NICE

Raising Standards in Customer Operations

10:00 – 10:45

  • Chairperson: Phil Anderson, CEO - The Forum
  • Speakers:
    • Andy Doughty, Head Of Business Planning - Legal & General
    • Chris Clarke, Global Head of Real Time - eBay
    • Zoff Makda, Head of Operational Resource Planning - Legal & General
    • Topic: How organisations are driving understanding and learning from their resource planning teams through The Forum’s Standards Benchmarking programme and framework.

Contact Centre Metrics – Vanity vs Sanity: Time for a Metric Overhaul?

11:00 – 11:30

  • Speaker: Nerys Corfield, Director - Injection Consulting
  • Topic: Examining the history and future of contact centre metrics, addressing the stress caused by non-delivery.

TREX – A Roaring Keynote

11:40 – 12:10

  • Speaker: Martin Teasdale, Founder - Get Out of Wrap
  • Topic: Introducing TREX, a new concept for the contact centre world, and how it evolves from its once-dominant role.

Elevating Customer Care for the Vulnerable

12:20 – 13:05

  • Chairperson: Megan Jones, Editor - Call Centre Helper Magazine
  • Speakers:
    • Helen Bellamy, Vulnerable Customer Specialist - Quilter
    • Zain Rawji, Vulnerable Customer Manager - Kroo Bank
  • Topic: Identifying and supporting vulnerable customers in today’s landscape.

Using AI to Drive Your Purpose

13:30 – 14:00

  • Speaker: Dan Eddie, Customer Service Director - SimplyHealth & Denplan
  • Topic: Discussing how SimplyHealth uses AI to drive its mission of improving healthcare access.

World-Class Customer Experience with a Human Touch

14:10 – 14:40

  • Speakers:
    • Emily Simmons, Learning Facilitator - Boost HR
    • Michelle Stevenson, Director of Customer Service - RS
    • Nicola Callan, Founder and Director - Boost HR
  • Topic: Building rapport, empathy, and connection to improve c-sat, NPS, and colleague experience.

Young Consumers – The Reality

14:50 – 15:35

  • Chairperson: Chris de Souza, Director of Business Consulting - CGI
  • Speakers:
    • Brad Davies, Cyber Security Consultant - CGI
    • Harman Marwaha, Consultant | Project Manager - CGI
    • Jazmine Frost, Business Development Consultant – Financial Services & DEI Lead - CGI
    • Thomas Lasbrook, Problem Manager - CGI
    • Todd Revell, UK & Australia Space, Defence and Intelligence (SDI) Marketing Consultant - CGI
  • Topic: The evolving expectations of young consumers and how businesses can meet their service and support needs.

Future of the Contact Centre Theatre

Sponsored by: Sprinklr

Next-Gen, AI-Driven CCaaS – Straight from the Horse’s Mouth

11:00 – 11:30

  • Speaker: Andrew Pattie, CX Solutions Director - Sprinklr
  • Topic: Exploring how AI-driven CCaaS transforms customer care with tailored, automated solutions.

Proactive, Real-Time Communications: Transform Customer Experiences with AI-Powered Digital Messaging

11:40 – 12:10

  • Speaker: Oliver Cooke, Technical Solutions Architect - Cisco
  • Topic: The future of customer service where organisations anticipate customer needs before they even contact you.

The Role of Real-Time Speech AI in Enabling Future-Proof Proactive Customer Service Strategies

12:20 – 12:50

  • Speaker: Jean-Louis Queguiner, Founder & CEO - Gladia
  • Topic: Exploring how real-time speech AI is reshaping customer service by enabling proactive solutions.

Attracting, Recruiting, and Retaining Talent within Your Contact Centre, Utilizing Technology (but More Importantly, Humans)

13:15 – 14:00

  • Chairperson: Mark Conway, Managing Director - CCP Recruitment
  • Speakers:
    • Hannah Cox, Client Partner & Headhunter - Gallop Executive Recruitment
    • Rachel Percival, Global Director of Customer Service - PayByPhone
    • Richard Jennings, Head of Renewals - Hastings Direct
  • Topic: Navigating the competitive job market and finding innovative strategies to attract the best contact centre talent.

Managing the EU AI Act and GDPR Compliance in Contact Centres

14:10 – 14:40

  • Speaker: Lynsey Hanson, Global Data Protection Officer - Tenintel
  • Topic: Exploring AI risk categories and ensuring GDPR compliance in contact centres.

Connected Contact Centre Theatre

Sponsored by: Microsoft

Empowering the Future: Exploring the Future of Consumer Behaviour in the Era of AI

11:00 – 11:30

  • Speaker: Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft
  • Topic: Understanding the profound shifts in consumer behavior driven by AI and Microsoft's Copilot solutions.

Embracing 'Mobile-First' Customer Experiences

11:40 – 12:10

  • Speakers:
    • Martin Harris, Head of New Business Sales - Vonage
    • Shameem Smillie, Director of Product Enablement - Vonage
  • Topic: The critical importance of mobile-first customer experiences in today’s digital era.

Closing the “Trust Gap” and Increasing Confidence in Your LLM-Powered Chatbots

12:20 – 12:50

  • Speaker: Dave Vernon, Sr. Solution Architect - Cyara
  • Topic: Enhancing bot effectiveness through automated design, testing, and maintenance.

How an All-in-One Unified Comms and Contact Centre Platform Boosts Productivity and Helps Deliver Exceptional CX

13:30 – 14:00

  • Speakers:
    • Mark Bean, Senior Channel Manager Global Service Providers - RingCentral
    • Ryan Cox, UC & CC Product Manager - Vodafone Business
  • Topic: The business impacts of integrating unified communications with contact centre platforms.

You Can’t Be What You Don’t See

14:10 – 14:40

  • Speaker: Richard Powell, Business Trainer & Coach - MadeYou
  • Topic: Leading by example, demonstrating effective behaviors, and empowering future leaders.

Contact Centre Technology Theatre

Sponsored by: Genesys

AI-Powered Experience Orchestration: Revolutionizing CX & EX – Leverage AI Copilot and Social Listening for Seamless Interactions

11:00 – 11:30

  • Speakers:
    • Berkay Ozkose, Social Innovation Lead, EMEA - Genesys
    • Steve Barratt, Digital & AI Specialist, EMEA - Genesys
  • Topic: How Genesys AI is orchestrating seamless customer and employee experiences.

Darwin – Helping Businesses Navigate the Technology Minefield

11:40 – 12:10

  • Speaker: Al Stephens, Founder - Darwin
  • Topic: Strategies to maximize the value of technology in today’s complex landscape.

AI for Quality Monitoring in Call Centers: Experience Feedback

12:20 – 12:50

  • Speaker: David Klajman, CEO - Audioliz
  • Topic: Enhancing customer experience by automating call evaluations with AI-driven quality monitoring.

Connecting Agent Competence to Profit, Growth, Efficiency & Productivity in 2025: A Blueprint for Success

13:30 – 14:00

  • Speakers:
    • Ben Scales, Head of Sales - Elephants Don’t Forget
    • Grace Marshall, Sales Development Manager - Elephants Don’t Forget
  • Topic: How improved agent competence can drive profit, growth, and efficiency.

How Can AI Transform Contact Centres?

14:10 – 14:40

  • Speaker: Anantika Jain, Co-founder - Nurix
  • Topic: Real-world examples of how AI-driven solutions are transforming contact centres.

Future of Customer Service: AI + Knowledge Management

14:50 – 15:20

  • Speaker: Damien Popote, CEO & Co-Founder - Mayday
  • Topic: The synergy between AI and knowledge management in modern customer service.

Customer Experience Transformation Theatre

Sponsored by: Nextiva

  • Cracking the GenAI Code: From ‘Black Box’ to Transparent CX
    11:00 – 11:30

    • Speaker: Yoel Goldenberg, Senior Vice President, Product Management - Uniphore
    • Topic: Exploring how organisations can begin leveraging GenAI for business value.

  • 5 Ways Predictive Metrics Will Shape the Contact Centre
    11:40 – 12:10

    • Speaker: Ben Cave, Product Director - EvaluAgent
    • Topic: Discover how predictive metrics will improve contact centre performance, efficiency, and customer satisfaction.

  • Sustainable Customer Satisfaction with AI: More Insights, Fewer Blind Spots, Zero Guesswork
    12:20 – 12:50

    • Speaker: Fatih Cetin, CTO, Co-founder - Artiwise
    • Topic: How Artiwise's Voice of Customer (VoC) analytics platform can transform feedback into actionable intelligence for sustained customer satisfaction.

  • AI Driving a Step Change in CX: Zoom's Leadership in Innovation
    13:30 – 14:00

    • Speaker: James Adamczuk, CX Evangelist EMEA - Zoom

  • Unlocking Leadership Greatness: Embrace the Learning Mindset
    14:10 – 14:40

    • Speaker: Clayton Drotsky, Founder and Director - Growth Crew
    • Topic: Exploring how leaders can develop a continuous learning mentality to unlock leadership greatness.

Digital CX Theatre

Sponsored by: Cisco

  • Delivering Trusted Answers in the Digital Age: eGain’s AI Knowledge Framework for Enterprises
    11:00 – 11:30

    • Speaker: Anthony Gray, VP EMEA - eGain
    • Topic: How eGain’s AI Knowledge platform enables accurate, compliant, and trusted information in digital CX.

  • Navigating Digital Transformation with Carnival UK: Adopting AI and Automation for CX Excellence
    11:40 – 12:10

    • Chairperson: Luke Duffell, Digital Sales Engineering Manager - NICE
    • Speakers:
      • Jon Wells, Director Contact Centre - Carnival UK
      • Sam Webster, Senior Manager, Workforce Management & Analytics - Carnival UK
    • Topic: Insights into Carnival UK’s use of AI and automation to enhance CX.

  • How Enhanced Communication in the Contact Center Leads to Effective Results, Brought to You by Sanas
    12:20 – 12:50

    • Speaker: Ben Warner, Director of Solutions Engineering - Sanas
    • Topic: Exploring how AI technology has enhanced CX, with evidence of improved CSAT and NPS.

  • An Honest Look in the Mirror: New Data Reveals If Brands Are Meeting Customer Expectations
    13:30 – 14:00

    • Speaker: Dvir Hoffman, CEO - CommBox
    • Topic: New research showing where brands in the UK are falling short of customer expectations.

Training, Leadership & Culture Zone

Sponsored by: Daktela

  • Effective Benchmarking Workshop: Real Customer Operation Benchmarking
    11:40 – 12:20

    • Speakers:
      • Chris Rainsforth, Director of Learning & Innovation - The Forum
      • Dave Vernon, Director of Membership & Best Practice - The Forum
      • Phil Anderson, CEO - The Forum
    • Topic: Move beyond industry-standard assumptions to understand key operations metrics like shrinkage, attrition, and service levels.

  • Operational Effectiveness Workshop: Creating a Learning Culture
    12:50 – 13:30

    • Speakers:
      • Chris Rainsforth, Director of Learning & Innovation - The Forum
      • Dave Vernon, Director of Membership & Best Practice - The Forum
      • Phil Anderson, CEO - The Forum
    • Topic: Learn how to improve operational effectiveness and implement strategic decisions using the Planning and Improvement cycle.
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