Day 1: 9.30am - 4:30pm Day 2: 9.30am - 4.00pm
SHOW GUIDE
SPONSORS:
p 4-5
Floorplan
p 6-7
Exhibitor List
p 8
Key Show Floor Features
p 10-16
Exhibitor Profiles
p 17
Content Themes
p 18-19
Day 1 Agenda
p 20-21
Day 2 & Training Workshops
Agenda
p 22-30
Speakers
CALL & CONTACT
Welcome to the 2024 edition
I’d like to extend my gratitude Exhibitors, Sponsors and Speakers throughout the year; without possible!
With 100+ exhibitors, 90+ speaking CONNECT 1-1 meetings programme, like-minded visitors, we hope schedule of industry talks, knowledge two days.
We are delighted to announce will take place on 19th - 20th have a brilliant couple of days you again next year!
David Juniper Group Event Director
CONTACT CENTRE EXPO
edition of Call & Contact Centre Expo!
gratitude and thanks to all Partners, Speakers for their help and support without you, none of this would be speaking sessions, the new programme, and thousands of hope you enjoy a jam-packed knowledge and insight across the
announce that Call & Contact Centre 2025 20th November, so we hope you days and we look forward to seeing
FLOORPLAN
CALL & CONTACT CENTRE EXPO
8x8
Advania
Ardanis Technologies Ltd
Artiwise
Attensi
AudioCodes
AUDIOLIZ - Fidelis Group
AVOXI
Bandwidth, Inc
Boost
boost.ai
BridgeVoice Inc
Calabrio
Call Centre Helper
CallMiner
Callosseum
CallTower
CCMA
Cirrus
CommBox
COMPUTD
ContactBabel Ltd
Content Guru
Creovai
CX-International
Cyara
Daktela
Darwin Technology Solutions
DDC Outsourcing Solutions
Diabolocom
DialedIn
Dialpad
eGain Communications
Elephants Don’t Forget
Eleven Labs, Inc.
Emerging Global Services
EvaluAgent
Five9
FM Outsource
Forum Events & Media Group Ltd
Fullview
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Fuse2Communications
Get out of Wrap | The Team Leader Community
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Genesys VIP Lounge
Gladia
Gnatta
HaloCRM
HelloFresh
Hodusoft
Insight
Intercom
Intergo Telecom
IT PARK UZBEKISTAN
ITNAVPro
KMS Lighthouse
Kore.ai
Lokulus
MadeYou
Mayday
Mediatel Data SRL
Mercatus
Microsoft
MMD Smart
MST Holding
Nextiva, Inc
NICE Systems UK Ltd
Nurix
Onepilot
Opus
Parloa
PEAK Outsourcing
Phonely
Pindrop
Pontica Solutions
Prophecy Europe Ltd
ProUCX
Puzzel Ltd
QSolve
QuestBlue
Redial BPO
Resolvable
Revo PCI
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RingCentral
Sanas
Scorebuddy
SoftPhone
Sprinklr
SupWiz
Sycurio
Talkdesk
The Forum
The Knowledge Bar, by tkg
Tollring
UKCCF
Uniphore
V3 Outsourcing Solutions
Vee24
Verint
Vindaloo Softtech
Vonage
Webex by Cisco
Xceed
Zadarma
Zoom
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THEATRES
Keynote Theatre
Sponsored by NICE Systems UK Ltd
Future of the Contact Centre Theatre Sponsored by Sprinklr
Connected Contact Centre Theatre Sponsored by Microsoft
Contact Centre Technology Theatre Sponsored by Genesys
Customer Experience Transformation Theatre
Sponsored by Nextiva, Inc
Digital CX Theatre
Sponsored by Webex by Cisco
Training, Leadership & Culture Zone Sponsored by Daktela
THANK YOU TO OUR SPONSORS
PLATINUM SPONSORS: GOLD SPONSORS:
Key Show Floor Features 2024
Networking Area
Sponsored by:
Breakout Theatres
Hear from industry leading experts as they provide valuable insights into the challenges the sector is facing and what is pertinent for the contact centre, whilst giving real world examples.
Sponsored by:
Our dedicated Networking Area provides ample opportunity to meet like-minded individuals, share beneficial advice and create long-lasting business relationships.
Keynote Theatre
Sponsored by:
Watch and learn as our incredible Keynote Speaker line-up, which features the masterminds behind some of the biggest brands, share their expert industry knowledge.
VIP Lounge
Sponsored by:
If you’ve been invited as a VIP guest, speaker or press, the lounge will give you the chance to network with your peers in a relaxed and hospitable environment.
CONNECT: 1-1 Meetings Programme
The bespoke programmes offer a structured, pre-arranged meeting schedule for buyers to meet with our exhibiting companies. This focused approach will allow visitors to maximise their time, while hopefully helping to fulfil any short, medium and longer-term business needs.
In partnership with:
Training, Leadership & Culture Zone
Sponsored by:
We’ve put together training sessions, accredited by the Forum and CCMA! Get ready to show your commitment to learning and making a difference!
EXHIBITOR PROFILES
8x8
8x8 is transforming the future of business communications. By integrating voice, video, chat, contact center, and enterprise-class API solutions into one global, secure, reliable cloud communications platform, people are more connected and productive no matter where they are in the world.
Advania
Advania is “The tech company with people at heart”, operating across Sweden, Norway, UK, Iceland, Finland and Denmark. With over 5,000 talents, we offer Managed services, Hardware and Software, and Professional Services to clients in both private and public sectors. Our primary goal isn’t just about technology; it’s about empowering people to create sustainable value.
Ardanis Technologies Ltd
Ardanis is a leading Irish-owned software and digital consulting company that has been delivering innovative software solutions to clients globally since 2016. Our mission is to listen to our clients, then innovate, helping them to build software that is easy to work with and delivers tangible business results. For nearly a decade Ardanis has been creating operational efficiencies by reducing process lifecycles from hours to seconds. AI powered email solution, Aileen, has been designed specifically to address the common challenges contact centres face, from automating routine tasks to providing real-time insights that empower your agents to deliver better service.
Artiwise
Imagine turning every customer interaction into a strategic advantage. That’s what Artiwise delivers through our awardwinning AI-powered Voice of the Customer platform. We’re revolutionising how businesses understand and respond to their customers by analysing every conversation across call centres, surveys, live chats, social media, and support tickets. Our AI engine uncovers the stories behind the numbers, identifying emerging trends and hidden opportunities before they impact your bottom line. What sets us apart? Our approach combines advanced root-cause analysis with nuanced sentiment detection to not only identify what’s happening but why it matters. Already trusted by leading enterprises, our platform recently captured two prestigious awards at AI World 2024 for excellence in Financial Services AI Implementation and Sentiment Analysis Innovation.
Attensi
Attensi’s world-leading, scalable simulations help contact centres unleash the full potential of their staff in a costeffective way: by creating a psychologically safe, realistic environment to practise conversations with customers and develop the skills needed for their job.
AudioCodes
AudioCodes offers a wide range of innovative voice solutions and services to effortlessly unlock any contact centre and quickly integrate with the latest UC Platforms
AUDIOLIZ - Fidelis Group
Audioliz is an advanced AI-powered platform focused on transforming recorded phone conversations or emails into actionable insights.
Designed for businesses seeking a deeper understanding of their customer interactions, Audioliz provides tools that help users define key information to extract from conversations or emails, making data analysis streamlined and effective. Users can set very easily parameters for the type of information they want to capture, and the platform analyzes and delivers results rapidly. This includes critical insights such as customer sentiment, potential sales opportunities, and alerts for any urgent issues, like unhappy customers or complaints, allowing businesses to take immediate, targeted action.
AVOXI
AVOXI delivers a new generation of international cloud voice solutions to companies that need to easily connect and converse with customers. With unmatched global coverage and number types and a software platform that provides visibility and intelligence to manage voice service like never before, AVOXI’s 5,000+ clients use voice to more effectively serve and sell to customers as part of a modern contact center approach. AVOXI’s global team of cloud voice experts prides itself on ensuring clients receive the highest level of service possible - anywhere and anytime.
Bandwidth, Inc
Bandwidth is a global cloud communications software company delivering exceptional experiences through voice, texting and emergency services. Our Communications Cloud, which covers 65+ countries and 90+ percent of global GDP, is trusted by the Global 2000 for business-critical communications
Boost
Boost specialises in core skills training for Contact Centres in the UK. We deliver in-house, in-person learning programmes for customer facing colleagues, team leaders and contact centre trainers. Together, we improve customer experience, reduce customer demand and improve employee engagement.
boost.ai
About boost.ai
boost.ai delivers AI that makes the human connection better, built by and for real people and real interactions. Our platform features sophisticated technology that seamlessly blends conversational and generative AI, enabling deeply personalized and outstanding customer experiences. With low-code solutions that plug right in, boost.ai is ready to support today’s needs - and built to scale for tomorrow’s growth. Unmatched security features ensure reliability for the world’s biggest and most regulated brands across financial services, insurance, and more. boost.ai is recognized in Gartner’s 2023 Magic Quadrant™ for Enterprise Conversational AI Platforms. Learn more at boost.ai.
BridgeVoice Inc
BridgeVoice’s cutting-edge platform empowers businesses with a seamless suite of VoIP & DID solutions, ensuring they can connect and collaborate effortlessly in today’s dynamic world. Our platform facilitates global connectivity, simplifying the process of connecting with telcos worldwide.
Calabrio AB
Calabrio’s workforce engagement suite is trusted by organisations across the world to provide insights into employee engagement and customer experience. Calabrio One integrates workforce manegement, agent quality management and interaction analytics in a true-cloud, fully integrated suite.
Call Centre Helper
Call Centre Helper Ltd
Call Centre Helper is the go-to place for contact centre, customer service and customer experience professionals around the world.
We are a free, online weekly magazine aimed at giving call centre people up-to-the-minute advice on how to make their businesses work more effectively.
In addition to articles that cover every area of the contact centre and customer service industry, we also offer:
-An industry leading webinar programme
-A newsletter that contains all of our latest content
-Free contact centre tools
-The latest contact centre reports Website: https://www.callcentrehelper.com
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CallMiner
CallMiner is the global leader in conversation intelligence to drive business performance improvement. Delivering the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning.
Callosseum
Call and Contact Centre based in Serbia with a proven record of setting up and running multi-lingual dedicated teams tailored to your needs. Let’s talk!
CallTower
Join us at Booth F36 to connect with Team CallTower! Discover how our expertise in contact centre and unified communications address business challenges. As a platformagnostic global provider, we offer innovative solutions that transform customer communication systems. Schedule a meeting with us by emailing marketing@ calltower.com
CCMA
The CCMA, the UK’s longest-standing contact centre body, supports industry leaders with best practice, networking, and resources. Membership includes benchmarking, accreditation, award entries, event access, and training discounts., as well as industry research and insights. www. ccma.org.uk.
Cirrus
We are Cirrus, and we’re here to stamp out poor customer experience! Forget clunky tools—it’s time to unleash the real power in your contact centre. Contact centre technology might seem boring, but what it can achieve is incredible! Technology should enable connections, not define them. Our dynamic platform lets you design your customer experience exactly how you want it.
Ready to ditch the dull and ignite your CX? Visit our stand on CC-G10 and we’ll help you shine, just like our amazing customers, including Nisbets, Buckingham Palace, Onward Homes, Premium Credit, Greater London Authority, and many more.
CommBox
As the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and enterprise solutions. His original vision on AI bots that can easily resolve complex inquiries is catalyzing a revolution in the customer experience domain as a way to radically reduce contact center load
COMPUTD
COMPUTD is an AI Consulting & Technology company founded in 2019 in The Netherlands. COMPUTD’s mission is to provide advanced AI solutions that significantly improve business performance. We specialize in customizing AI solutions to meet the needs of companies that are actively seeking ways to achieve their strategic business goals through Artificial Intelligence.
ContactBabel Ltd
Founded in 2000, ContactBabel is the leading research and analysis firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are that we have the answer. Visit our stand to receive your free copy of our latest research into what the UK contact centre industry will look like in 2025 and beyond.
Content Guru
Content Guru helps organisations achieve outstanding customer experience, being trusted by over 1000 largeenterprise and mission-critical organisations. Its cloud-based solution, storm® , ensures that customers’ requests are quickly and accurately resolved - simply put, engagement made easy.
Creovai
Creovai’s technology transforms the contact centre experience for your customers and your employees. Our AIpowered guidance and intelligence software helps you and your team gather the actionable insights you need to drive lasting performance improvement. Come and speak to the team on stand CC-D30
CX-International
At CXI, we are more than a service provider; we are your Partners in Progress.
For over 6 years we have delivered high quality customer contact and support services from South Africa to UK businesses offering bespoke solutions tailored to the individual business needs.
Our mission is to empower businesses by delivering tailored, high-impact offshore outsourcing solutions that drive deeper customer loyalty, elevate brand reputation, and deliver measurable business success. We prioritize flexibility, transparency, and long-term client trust, ensuring that our services adapt to the unique needs of each business we serve.
With a commitment to quality, efficiency, and innovation, we leverage the latest technology combined with a skilled and passionate team to give the human touch, enhancing customer engagement, brand loyalty and business growth.
Cyara
Cyara revolutionizes the way businesses transform and optimize their customer experiences. The Cyara AI-Led CX Transformation Platform empowers enterprises to drive CX transformation, monitor and assure customer journeys, and optimize CX across all self-service and agent-assisted channels, including voice, video, and conversational AI. Cyara helps many of today’s leading brands raise the bar on customer experience by ensuring their customer journeys perform exactly as designed, and that their CX systems operate as intended, even under pressure. By automating contact center assurance throughout the CX development lifecycle, Cyara replaces time-consuming, error-prone manual testing and monitoring processes – enabling continuous innovation and transformation while reducing cost and mitigating risk. Learn why Cyara is the only choice for complete, end-to-end CX transformation. Visit cyara.com.
Daktela
Daktela tailors solutions to your needs all backed by a UK Team. We have one app for all your customer communication, supporting voice, email, SMS, webchat, social media and combine it with AI tools to improve your CX and EX. As part of the show we are offering a select number of free AI consultations - visit us to find out more.
Darwin Technology Solutions
Darwin has the experience & expertise to remove the pain from the tech procurement process.
Developing your tech solution is essential for any business but it’s also a minefield. Darwin will remove the time, cost & risk associated by running the entire process - from understanding the needs to delivering the contract and beyond.
On Average Darwin saves 145 hrs & over £16,000. More importantly we remove the risk of getting it wrong!
DDC Outsourcing Solutions
DDC Outsourcing Solutions is a customer-focused business process outsourcing company. We take a partnership approach to service, providing our clients with custom-built solutions to address their most pressing challenges. Come and visit us on stand CC-L32 for a coffee and a chat!
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Diabolocom
Since 2005, Diabolocom has provided cloud-based contactcentre solutions.
Over 350 companies trust us for managing inbound and outbound interactions.
Thanks to its AI-driven capabilities and seamless integration with CRMs, Diabolocom enables to excel in customer satisfaction and sales.
DialedIn
DialedIn is at the forefront of the call center revolution, orchestrating unparalleled efficiency with our cloudfirst solutions. With a rich legacy spanning over 25 years, we’re not just in the business; we’re shaping its future, delivering software that propels agent productivity and drives profitability through the stratosphere. Our approach is rooted in understanding—tailoring our tech to meet the nuanced needs of B2B and B2C call centers alike. Dive into the heart of innovation with DialedIn’s suite, engineered to maximize your operational prowess. We’re talking about a multitude of features: from ensuring compliance to streamlining communication with predictive dialers and multi-channel support, all backed by analytics that sharpen your competitive edge. Trusted across sectors, DialedIn crafts solutions that are as agile as they are powerful. Our technology doesn’t just tick boxes—it inspires new ways of thinking, unlocking performance levels you didn’t know were possible. Fast, elegant, and cost-effective, we’re the silent force behind call centers ready to lead, not follow.
Dialpad
Dialpad is the leading AI-Powered Customer Intelligence Platform that is completely transforming how the world works together, including the most advanced Ai Contact Centre, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Come meet our team at stand CC-L10 for a demo with our product experts.
eGain Communications
Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools.
Elephants Don’t Forget
Elephants Don’t Forget financially guarantee the performance of their technology – Clever Nelly – to build and maintain agent in-role competence.
Industry-leading brands are harnessing the potential of employee-centric AI to improve business-critical KPIs such as: FCR, AHT and CSAT.
Eleven Labs, Inc.
ElevenLabs builds AI audio tools for creators and businesses with a mission to make content accessible in any language and voice. Our models generate lifelike speech and sound effects in 32 languages, supporting industries like publishing, entertainment, accessibility, and Conversational AI.
Emerging Global Services
Emerging Global Services (EGS) - redefining call center outsourcing
- Unrivaled Expertise
- Bilingual Excellence
- Cutting-Edge Automation and AI Tools
- Cost-Effective Solutions - 40% less than European labor rates
Contact us today to see how EGS can revolutionize your customer support experience.
EvaluAgent
Created by experts with experience on the frontlines, evaluagent helps contact centers worldwide dramatically improve their Quality Assurance. With the right balance of AI and automation, our award-winning platform evaluagentCX helps you make smarter decisions, increase productivity and improve CX.
Five9
The Five9 Intelligent Contact Centre Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalised customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
FM Outsource
FM Outsource is a North West based outsourcer specialising in delivering exceptional customer care 24/7. We offer a variety of services all centred around improving the customer experience 24/7.
Forum Events & Media Group Ltd Meet us on Stand CC-E54
Fullview
Fullview enables support teams to cut phone support time in half with seamless, zerodownload co-browsing. Solve issues faster by guiding users on-screen, use AI call insights to boost training & QA, and troubleshoot instantly with console logs.
Fuse2Communications
Fuse 2 own and manage one of the UK’s largest independent SIP networks, all from the heart of Greater Manchester. From Global SIP Trunks to Military-Grade Call Recording, the capabilities of our extensive product set are endless. Being the first company in the UK to successfully configure Direct Routing as a Service, plants us comfortably within the Microsoft Eco System and means we are experts on all things Teams! Not only this, but we are also one of Europe’s largest 3CX providers with accreditations such as 3CX Titanium Partner, 3CX Preferred SIP Trunk Provider, 3CX Solutions Provider. No matter your preferred solution, Fuse 2 are on hand to enhance, simplify and improve your global communications. With SIP security and resilience at our core, no matter what service you require from us be that Global Number Porting, 3CX Licenses, DRaasS or Call Analytics & Wallboards, we have you covered from every angle. Meaning you can relax knowing your communications are in good hands!
Get out of Wrap | The Team Leader Community Meet us on Stand CC-N44
Genesys
With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.
Gladia
Gladia is on a mission to help companies leverage cuttingedge AI and retrieve actionable insights from audio data. Its API supports advanced speech recognition and analysis features in over 100 languages, with exceptional accuracy and asynchronous and real-time transcription.Gladia currently powers +100,000 users, 750 companies (including 45 Enterprise companies) into leveraging audio AI into their workflows. Selected customers include call-centers (Selectra, Calldesk), Call-bot providers (Method Financial), Virtual Meetings Providers (Attention, Livestorm), or content platforms (VEED.IO, Musixmatch). Gladia recently raised a $16M Series A from investors in Europe and the US. Come meet us at Stand CC-N54 !
Gnatta
Gnatta is a leading CCaaS solution trusted by ASOS, OVO Energy, Fedex, and others to make their call centres more efficient, and more effective.
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HaloCRM
HaloCRM is omnichannel customer service software, designed for teams looking to drive greater efficiency when handling customer enquiries, enhanced with AI functionality to. HaloCRM offers an intuitive platform for customer-facing teams to manage conversations from any channel.
Big customer service team? Lots of complex processes? With powerful out-of-the-box workflows and easy drag-and-drop configuration, HaloCRM can handle it all. HaloCRM will make it easier to prioritise and respond to customers with one unified support desk.
Let your customers find exactly what they need, in their own time with our self-service features. Decrease the demand on your agents thanks to our virtual agent, knowledge base and more.
HelloFresh
Fresh Ingredients | Exciting New HelloFresh Recipes | Delivered Straight To Your Doorstep. No Shopping, No Planning. The Easy Way To Cook Dinner From Scratch.
Hodusoft
HoduSoft is a leading provider of cutting-edge communication solutions designed to uplift and empower businesses in various sectors . Being a renowned leader in communication solutions, HoduSoft is going to make a significant presence at Call & Contct Centre Expo 2024. With a strong commitment to empowering businesses , we will be showcasing our flagship product, HoduCC- Omnichannel CX Suite.
HoduCC is a revolutionary contact center software designed to redefine BPO operations. Offering a comprehensive suite of advanced features such as Intelligent Call Routing, RealTime Analytics, Multi-Channel Communication capabilities, and many others, HoduCC empowers BPOs to achieve unparalleled levels of operational excellence. It also comes with advanced add-on modules including AI Chatbot, WhatsApp Bot, Voice Transcription (Recording & Voicemail), Quality Analysis, WhatsApp Broadcasting, SMS Broadcasting, and IVR & Agent Survey.
HoduCC can help users to resolve customer issues faster, measure and improve support operations, optimize resource allocation, and provide proactive communication support to meet changing customer expectations. For more information, connect with our experts at the expo and discover how HoduCC can be the right choice for your orgniation’s success.
Insight
Insight is a leading Solutions Integrator dedicated to helping organisations manage their IT needs. The company’s unique combination of best-in-class professional services, hardware and UC support to seamlessly migrate your organisation to a modern team’s telephony solution. Talk to Insight about: Microsoft Teams Phone Systems, Contact centres and Teams Rooms Solutions.
Intercom
Intercom - The only AI customer service solution you need: The only solution that combines an AI chatbot, help desk, and proactive support so you can keep costs low, support teams happy, and customers satisfied.
Intergo Telecom
Intergo Telecom is a rapidly expanding telecommunications and technology company specializing in CPaaS (Communication Platforms as a Service). Our offerings include Enterprise Communication Solutions such as SMS APIs, SIP Trunks, and channels like Viber, WhatsApp, and RCS. Additionally, we provide International Wholesale Voice, Enterprise Voice (Telxi - Premium SIP Trunking & DID Numbers), Wholesale SMS Transit, and Enterprise SMS (SMS. To | Bulk SMS | SMS API Gateway | OmniChannel Platform). Our key strengths include:
- Personalized approach for each partner
- A trusted and reliable global partner network
- Proactive and efficient traffic management
- Customized pricing based on committed volumes
- Cutting-edge billing system aligned with the dynamic VoIP/ SMS market
- Timely payments
- 24/7 service and technical support
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Meet us on Stand CC-E46
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ITNAVPro
ASQ is a powerful tool that can help Contact Centers improve their performance. It is easy to use and provides managers with the data they need to make informed decisions. ITNAV ASQ may be your perfect solution. It is a powerful tool that can help you achieve your goals. Contact us for a demo.
KMS Lighthouse
KMS Lighthouse is a leading SaaS knowledge management company supporting global enterprises with accurate and consistent knowledge. KMS Lighthouse has named as a Cool Vendor by Gartner and has been adopted by leading brands, including Toyota Finance, GE Healthcare, TechStyle OS, DHL, AIG and Orange.
Kore.ai
Kore.ai is a global leader in enterprise conversational AI platform and solutions helping organisations automate voice and digital interactions to deliver extraordinary experiences for their customers, contact centre agents and employees worldwide.
Lokulus
Visit our stand to experience Lokulus AI, where our expertise in workflow automation and customer service innovation come together to revolutionise customer satisfaction. We are redefining customer service with cutting-edge AI automation software that simplifies challenges, boosts revenue, and enhances productivity.
Explore interactive demos showcasing how our intelligent platform delivers customised, impactful experiences for businesses of all sizes. What sets Lokulus apart isn’t just our technology, but our commitment to tailoring solutions to meet your business needs. Discover why our clients trust Lokulus to transform their businesses and customer experiences.
MadeYou
Leveraging our operational expertise, we offer holistic coaching to managers and leaders, seamlessly transitioning between coaching and mentoring to nurture their growth. We also provide outsourced 360 feedback programs with coaching to turn insights into actionable improvements.
Mayday
The leading AI-driven knowledge management platform trusted by 100+ customer service teams to deliver the right knowledge at the right time and place. Unlock seamless customer experiences thanks to our powerful allin-one suite: intelligent knowledge base, dynamic FAQ, and learning management system.
Mediatel Data SRL
With our commitment to innovation, Mediatel Data enables companies to enhance efficiency, personalize customer experiences, and achieve measurable improvements in KPIs like Average Handle Time and First Contact Resolution. Our omnichannel approach, combined with multilanguage support and data analytics, provides organizations with actionable insights that drive continuous improvement and customer satisfaction. At MDT, we’re not just a provider but a partner in redefining the future of customer experience.
Mercatus
Mercatus Outsourcing offers premier BPO and ITO services, specializing in 24/7 omni-channel Customer & Technical Support, Back Office, Lead Generation, and IT Outsourcing. Positioned in Bulgaria & Philippines, we empower European industries—Fintech, Cyber Security, Telcos, and beyond— with seamless, cost-effective solutions
Microsoft
Microsoft’s mission is to empower every person and organisation on the planet to achieve more with AI, cloud, productivity tools and business solutions.
MMD Smart
Our cloud-based Communication Platform as a Service (CPaaS) solution features Call Center Connect a full featured VoIP with DID numbers, call recording, and CRM Integrations. Easily scale your call center with innovative MessageWhiz business messaging solution and MMDSmart’s renowned 24/7 service.
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MST Holding
MST is a leading provider of Omnichannel Contact Center BPO, delivering customer experience solutions in over 24 languages from Barcelona and Oporto to the world, since 1992.
Turning your customer service into a profit center. We adapt to the needs of each client by offering a unique, customised solution with a strong commitment to quality, efficiency, and continuous innovation.
MST becomes a strategic partner for its clients, transforming their customer service into a key differentiating factor. It is strategically positioned to support different Industries as HVAC, Banking, Consumer Electronics, Tourism, Automotive, IT, Healthcare, eCommerce, Publising, Utilities.
We are certified in UNE-EN-ISO 9001:2015 Quality Management, ISO 27001 - SGSI - Information Security Management
Nextiva, Inc
Nextiva powers over a million users and billions of interactions annually with its customer experience platform. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers. The company’s commitment to Amazing Service® and a customer-focused approach has been the cornerstone of its success. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B. Discover more at www. nextiva.com.
NICE Systems UK Ltd
NICE offers global, data-driven software empowering organizations for better customer service, compliance, fraud prevention, and more. 25,000+ clients in 150+ countries trust NICE. Visit www.nice.com.
Nurix
Nurix is here to revolutionise customer engagement with intelligent, adaptive AI solutions that drive efficiency, satisfaction, and growth. Most established and at-scale enterprises are reasonably well organised in how work gets done. These processes have been finetuned over the years and by and large deliver the results for predictable growth and some profitability. Any GenAI driven intervention in the enterprise will need to be deeply integrated into existing workflows seamlessly. By providing custom AI solutions tailored to your business needs, we are able to augment workflows instead of disrupting them. We harness the power of your structured and unstructured data, and combine it with ongoing evaluation for you to be able to manage and assess the performance of your GenAI application.
Onepilot
Onepilot: Revolutionizing Customer Experience
Onepilot simplifies customer experience outsourcing, making it efficient and flexible. Trusted by over 350 brands worldwide, including Victoria’s Secret, Zego, Decathlon, SNCF, Qonto, Smallable, and Dash Water. More than 2,000 dedicated agents are equipped with advanced technology to reduce costs and enhance quality.
Services..
Onepilot provides 24/7 omnichannel support in over 35 languages, ensuring seamless customer service globally. Key offerings include:
-Customer Care: Strengthening customer relationships with dedicated support.
-KYC/B Verification: streamlining compliance processes to ensure secure interactions.
-Sales & Retention: Boosting customer loyalty and conversion with proactive strategies.
Opus
Meet us on Stand CC-F30
Parloa
Parloa amplifies the customer service experience with an AI Agent Management Platform that makes every interaction as easy as talking to a friend. This enterprise-grade platform enables contact centers to leverage the full power of generative AI. It combines highly-skilled personal AI agents with AI assistance for human agents during calls, delivering exceptional experiences that increase customer satisfaction, encourage sales, and build loyalty.
PEAK Outsourcing
Contact Information:
For more information, questions, or to schedule a meeting with Peak Outsourcing Inc. during the conference, please reach out to:
Name: Ed Preedy
Email: edp@peakoutsourcing.com
Phone: +44 7443 643 572
Phonely
Meet us on Stand CC-L54
Pindrop
From revolutionizing the call center to re-imagining how we interact with our smart devices, Pindrop’s core mission has never wavered: to bring security, identity, and intelligence to every voice interaction.
Pontica Solutions
Pontica Solutions is an award-winning outsourcing company specialized in delivering high-quality customer experience in more than 20 languages to global clients in industries such as Automotive, Educational Technology, High-Tech, FinTech, Games, Logistics, Renewable Energy, E-commerce, and more.
Prophecy Europe Ltd
emite is a leading global contact centre analytics solution combining advanced analytics, data correlation, KPI management, and threshold alerting. emite provides actionable insights from both real-time and historical data to help improve contact centre efficiency, performance, and CX.
ProUCX
ProUCX specializes in delivering comprehensive reporting and integration services specifically designed for contact centers. Our applications and integrations empower Contact Centres with actionable insights through advanced interfaces, seamless data integration, and real-time reporting and analytic tools. We help organizations optimize their customer service operations, enhance decision-making processes, and improve overall efficiency.
ProUCX is a company that focuses on providing advanced communication solutions and analytics for contact centers. They offer services such as:
Data Integration: Connecting various communication platforms and systems to streamline operations and enhance data flow.
Reporting and Analytics: Providing insights through custom reporting tools and dashboards that help businesses understand performance metrics and customer interactions. Cloud-Based Solutions: Enabling scalable and flexible communication services that can be accessed from anywhere.
Performance Management: Tools to monitor and improve the efficiency of contact center operations.
Consultation Services: Helping organizations optimize their communication strategies and technology usage. Overall, ProUCX aims to enhance customer service capabilities and improve decision-making through effective data management and integration.
Puzzel Ltd
Puzzel’s CX ecosystem empowers organisations with control and visibility over customer journeys. By unifying processes, centralising data and automating tasks, Puzzel helps contact centres address agent attrition, complex customer needs and scaling, enhancing customer experiences and reducing costs.
QSolve
QSolve is a labor outsourcing and business process automation company that specializes in meeting the unique needs of the travel, entertainment, non-profit, education, retail, and telecommunication sectors.
QuestBlue
QuestBlue is a direct USA carrier for call centers and a leading provider of cloud-based communication solutions, offering Unified Communications as a Service (UCaaS), Carrier Platform as a Service (CPaaS), and contact center solutions.
Redial BPO
Redial BPO is a full-service nearshore and offshore contact center and BPO located in South Africa, Mexico, and the USA. We service various industries, providing services such as inbound and outbound sales, customer service, collections, technical support and more.
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Resolvable
Our customer service outsourcing and software solutions create happier customers, happier customer service agents, and save you money.
FREE TRIALS on everything!
Do you want your customer service agents to earn more money and be accountable for an outstanding customer experience? Use our software product to allow your team to collect ratings and tips from consumers, and quality assurance (QA checks) from our AI and your managers.
1.Extra feedback and extra money for agents
2.Maximise accountability in your team
3.Increase customer experience & insights
4.Works alongside existing systems (Zendesk etc.)
Do you need a high-quality customer service outsourcing solution that doesn’t break your budget? Our flexible outsourcing product will allow you to scale your team efficiently.
1.All-inclusive rates from £9.45 per hour
2.Monthly rolling contracts available
3.Agents to work alongside existing team
4.Scale up and down with workload demands
Revo PCI
Experience seamless and secure transactions with RevoPCI. Our solution is designed to protect your data, ensure compliance, and provide an efficient payment processing experience tailored to your business needs.
RingCentral
Unlock smarter conversations and happier customers with RingCentral’s award-winning AI-powered cloud communications—combining phone, SMS, video, and messaging, and contact center with unparalleled reliability and real-time AI automation and insights. Simplify end-toend management and connect communications across Salesforce, Microsoft Teams, and more with over 300+ prebuilt apps for effortless productivity.
Sanas
Sanas provides the world’s first Real-Time Speech Understanding Platform powered by its patented generative AI technologies. Born from a mission to power a kinder, more compassionate world, Sanas is pioneering a revolution in human connection by making global, real-time communication more inclusive. Today, Sanas holds a patent for its real-time AI speech understanding technology and also powers background noise elimination. Founded in 2020, Sanas is led by a team of exceptional co-founders, including CEO Maxim Serebryakov, CTO Shawn Zhang, and COO Sharath Keshava Narayana. To learn more, visit Sanas.ai.
Scorebuddy
Scorebuddy is a Cloud based Quality Assessment platform used to measure and improve staff performance by evaluating multi-channel customer interactions in contact centers.
SoftPhone
Meet us on Stand CC-F54
Sprinklr
At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
SupWiz
Meet us on Stand CC-H20
Sycurio
With Sycurio, security comes as standard. We help businesses put payment CX and security at the heart of everything they do.
Our innovative payment solutions and services help organisations transform CX and simplify how they manage PCI DSS compliance and payment security.
Talkdesk
Talkdesk® is a global AI-powered cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way.
The Forum
The Forum are the only industry body led by Contact Centre Professionals for Contact Centre Professionals. Our combined experience of over 100 years in the industry our team of specialists are here to support and guide you as you navigate the changing expectations of your customers and your people.
The Knowledge Bar, by tkg
We are a fresh thinking advisory and sourcing firm, delivering next generation outsourcing services. Our digital procurement platform, global supplier marketplace and advisory and managed services help organisations unlock efficiencies, achieve cost savings and foster better partnerships.
Tollring
Tollring is a market leading software developer providing data visualisation and business intelligence tools that help manage, understand, and control a wide array of communications information, resources, and assets. With offices in the UK, the USA, India and Australia, the Tollring portfolio includes business communications analytics, call recording solutions, telecoms expense management and fraud prevention. Our innovative solutions are developed in-house and distributed via an extensive global channel partner network.
UKCCF
The UKCCF has been established for over 15 years and was up to support contact centre/customer service operations teams. We do this by organising events that promote best practice in delivering excellent customer service to your customers. We run an annual conference, Awards Programme, Contact Centre Accreditation. Coaching & mentoring programme and we produce an annual Benchmarking report which we share with the industry. We also support the advisors with our UKCCF Contact Centre Challenge which also raises funs for local charities. We are also on a mission to promote the industry as a career and not just a job. If you would like any additional information on the UKCCF please contact Trevor Butterworth on 07932 669 299 or email trevor@uk-ccf.co.uk
Uniphore
As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe this technology should be invisible, immersive, and enablingand that it should make the enterprise more human. Uniphore is the first built-for-scale, AI-native company that infuses AI into every part of the enterprise experience. Our enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data, and leverages Generative AI, Knowledge AI, Emotion AI and workflow automation together as your trusted co-pilot. That’s enterprise AI from Uniphore - the catalyst for the world’s most engaging customer and employee experiences.
V3 Outsourcing Solutions
Meet us on Stand CC-K32
Vee24
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Vee24 is the digital customer experience platform that bridges online sales and support services with human connection and expertise to alleviate the common frustrations of automated customer service. Through seamless integration of video, AI-powered chatbots, real-time co-browsing, and other tools for instant communication, Vee24 empowers brands to seamlessly connect with customers on their preferred digital channels, integrating live human interaction and automation at every touchpoint of their digital journey. Customer experience teams of leading e-commerce and B2B brands harness Vee24 to transform standard digital experiences into personalized interactions that drive revenue growth through higher conversion rates, order values, and customer loyalty. Where Digital Feels Human, book a demo at vee24.com.
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Verint
Verint® is a leader in customer experience (CX) automation. The world’s most iconic brands—including more than 80 of the Fortune 100 companies—use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise. With Verint, organisations can meet the challenges posed by continued growth in the number of customer interactions and higher customer expectations for elevated CX. Since hiring more workers and increasing workforce expenses are not a sustainable solution, organisations are looking for AI-powered platforms to help them drive CX automation to achieve their strategic objectives and realise significant ROI. Using the Verint Open Platform, organisations can handle more interactions with better quality without increasing the size of their human workforce. Our AI-powered platform helps them increase CX automation across all touchpoints with their customers, including the contact centre, back office, branch, web sites, and mobile apps.
Vindaloo Softtech
Meet us on Stand CC-N52
Vonage
Vonage is redefining business communications, making communications more flexible, intelligent, and personal, to help enterprises stay ahead. We provide unified communications, contact centres and programmable communications APIs, built on the world’s most flexible cloud communications platform.
Webex by Cisco Webex by Cisco offers industry leading solutions in video conferencing, team collaboration, calling, contact centre and devices, and is trusted by 95 percent of the Fortune 500. With Webex Contact Centre, you can enhance customer experience, make agents more effective, and make your business more efficient, with proactive, connected, personalised customer engagement. All from a single, security-focused market leader. Visit stand CC-G30 to explore the Webex AI-powered Customer Experience solutions and learn more about the enterprise-grade, out-of-the-box ready capabilities that can allow you to reimagine and customize a single, connected customer experience that will surpass expectations.
Xceed
Xceed is a global provider of quality, multi-lingual Business Process outsourcing (BPO) services that is engaged in managing extensive outsourcing and leasing agreements with commercial and Key Government Accounts. Xceed is fully owned by Telecom Egypt In 2001 and was founded to serve as the IT arm of Telecom Egypt and started its First call center operations in 2003 by supporting a wide array of “Contact Center services” (Voice & Non-Voice transactions), and “Infrastructure Outsourcing” Services. Driven by great passion towards growth, Xceed adopts the latest technologies, accentuates an immaculate customer experience and promotes sustainable development in order to provide comprehensive and optimized onshore/offshore customer management solutions, additionally extending our Portfolio of services to include “Payroll Management Outsourcing”, “Recruitment Outsourcing” and “Finance & Accounting Outsourcing” Services.
Zadarma
Zadarma delivers advanced VoIP solutions, including virtual numbers, PBX, and CRM integration. Our tools empower global businesses to streamline communications and improve customer interactions with reliability and innovation.
Zoom
Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.
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CONTENT THEMES
Business Strategies
Making sure your contact centre runs smoothly takes a lot of work. From making it a profit centre to creating an engaging environment for agents, there are many strategies and elements that need to be considered to optimise employee and customer interactions.
But we’ve got you covered; you’ll learn about:
• Leadership and Culture
• Workforce Management
• Recruitment & Training
• Employee engagement
• Operational efficiency
• Agent support
Customer Experience
With the customer at the heart of everything, you want to ensure that they’re happy every step of the way. We’ll take you through the strategies you’ll need to implement, how to resolve issues, and the emotional aspect of customer interactions.
What you can expect to learn about:
• Supporting vulnerable customers
• Issue resolution
• Fostering trust
• Personalisation
• Creating efficiency for the customer Tech Innovation
We use tech for everything but knowing when to use it and what you should be using is a different question. To help optimise your contact centre, we’ll guide you through cutting-edge solutions that’ll streamline channels and optimise agent productivity and provide a seamless journey for your customer.
What you can expect to learn about:
• AI
• Omnichannel integration
• Data Analytics
• Cloud-based solutions
• Workforce management
AGENDA - DAY 1
10:00-10:45 Contact Centre 2.0: The evolving workforce
Martin Teasdale, Founder - Get out of Wrap
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
Laura Malinsky, Director, Solutions Sales, EMEA Analytics & Digital - NICE
Sue Bolt, International Solution Sales Director WEM - NICE
11:40-12:10
12:20-12:50
How to make your customer experience SING
Garry Gormley, Founder - FAB Solutions
Next-Gen, AI-Driven CCaaS, straight from the horses mouth
Andrew Pattie, CX Solutions Director - Sprinklr
How contact centres can demonstrate their value
Kate Law, Membership & Learning Director - CCMA
Using your brain® - The smart ways to get the best from Artificial Intelligence
Sean Taylor DL, CEO - Content Guru
Empowering the Future: Exploring the Future of Consumer Behaviour in the era of AI
Laura Macleod, Senior Product Owner –Conversational Banking - Virgin Money
Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft Revolutionising Contact Centres: The Strategic Impact of Proprietary AI at Dialpad
Sid Farmiloe, Senior Solutions Engineer - Dialpad
Next-Gen CX: The future of your contact centre
Steve Blood, VP of Market Intelligence and Evangelism - Five9
Listen, Understand, Act: Transforming Agent-Customer Interactions with AI
Simon Black, COO - Creovai
Orchestrating AI & Digital Ecosystems: A Masterclass in Platform IntegrationSeamlessly Connecting Genesys with AWS and ServiceNow
Jeroen Sourbron, Strategic Global Alliances Director - Genesys
Bobby Abedeen, WW Principal, CXE –Customer Experience - Amazon Web Services
Peter Mattravers, Customer Workflows Sales Director - ServiceNow
Best Practices for AI in Customer Service: Realising the Vision of an Effortless Customer Experience
Karen Patalay, SE Team Lead - RingCentral
Unlock value from AI-enhanced CX: Strategies you can put to work today
David Paulding, VP, International - Nextiva
Edwin Marqulies, Chief Evangelist - Nextiva
Expect the unexpected –How to adapt to rapid change
AI-Powered Transformation: Navigating the Road to Excellence
Martin Taylor, Deputy CEO - Content Guru
AI for CX: Evolution, Not Extinction
Samantha Haylor, UK Managing Director - Daktela
Joseph Pratten, CX Sales Specialist - Webex by Cisco Revolutionising Customer Experience: How AI is Transforming the Contact Centre
Cut Through the AI Hype: Five Must-Have Tools for Your Contact Centre
Gaurav Mathur, CEO, EMEA - Kore.ai
Thomas John, Regional Vice President of Channel Sales - Five9 Leveraging Digital Capabilities to drive Inclusive Society Through Seamless Customer Experience
Rasha Ezzeldin, Sales & Marketing Director - Xceed
13:30-14:00
AGENDA - DAY 1
Centre
Press 1 for staff retention: Eight authentic ways
Emotional Intelligence will help create call centre careers
Sandra Thompson, Founding Director - The Ei Evolution
14:10-14:40 Microsoft Teams and Contact Centre, Understanding Your Options
Tom Arbuthnot, Co-Founder - Empowering.Cloud
Why 100% coverage = 100% confidence: Make AutoQA work for you
Chris Mounce, Product and Training Specialist - EvaluAgent
The Human Touch in a Tech-Driven World
Mark Lockyer, Director of International Sales - CallMiner
Generative AI, Meet Agentic AI: The Dynamic Duo Revolutionising Customer Experience
Pedro Andrade, VP, AI & Automation - Talkdesk
Navigating the AI Revolution: Transformative Impacts and Proven Strategies for Success
Steve Bell, VP, EMEA Solutions Consulting - Verint
Fortify your Contact Centre against Fraudsters
Sumant Mauskar, SVP, Sales & Global Partners
LinkedIn - Pindrop
15:05-15:35
How I Hacked Your Call Centre - Tales from a Social Engineer
Max Corbridge PCSP, Head of Adversary Simulation - JUMPSEC
How Generative AI is forging the future of CX and transforming the Contact Centre
Yoel Goldenberg, Senior Vice President, Product Management - Uniphore
The Future of Contact Centres: Taking Command of AI, Security, and CX
Mehmet Hussein, Director, Solutions Engineering - Bandwidth
“Skip the website, I’ll just call.” How Personalized AI Agents Will Become Your Primary Customer Contact Method
Axel Dittmann, Chief Evangelist - Parloa
Voice of the Agent (VoA) - Empowering contact centre agents in a multichannel world
Ed Creasey, Vice President of Solution Engineering - Calabrio
Maximising Customer Experience and ROI: Insights from Forrester’s Total Economic Impact™ Study on Puzzel
Gabi Warren, Chief Marketing Officer - Puzzel
Sundeep Boughan, Director of Sales Engineering - Puzzel
Embrace The Uncertainty: How AI enriches the Contact Centre Experience
JC Durbin, - Ardanis
Will AI Take My Job? A Contact Centre Story
Chris Angus, VP EMEA for Contact Centre Engagement - 8x8
Using AI to transform the ‘Customer Experience’ Practical lessons and insights from building an AI first strategy
Franka Martinovic, Director, Customer Support - Intercom
15:45-16:15
Navigating GenAI with Ethics
Stephen Alstrup, Professor in Algorithms - Department of Computer Science, University of Copenhagen
Navigating the Outsourcing Landscape: Benefits and Drawbacks
George Loraine, Expansion Manager, UK - Onepilot
Katie Tanner, Head of Operations - Loci
Lucas Bornert, Co-Founder & COO - Onepilot
Miles CourtneyThomas, Co-Founder & Chief Customer Officer - Customer Start Limited
The challenges facing buyers in an AI-driven world
Spencer Brooks, Group MD and CoFounder - The Knowledge Group
From Successfully Managing to Exceeding your Customer Expectations
Pierre Bauzee, Founder - Beyond Satisfaction, Talent Agency for Hospitality and Customer Service
No One Gets Fired for Investing in Microsoft - But the Wrong Microsoft Teams Contact Center Could Cost You
Derek Corcoran, Founder & CEO - Scorebuddy
The future of Customer Connection: Empowering the human touch in an AI world Brought to you by Sanas
Anant Singh, Vice President of Go-to-Market W- Sanas
Recruitment & Retention within Contact Centres & Customer Experience –observations, challenges and getting it right as we go into 2025.
Jon Zoltie, Contact Centre Specialist - AudioCodes Delivering Strengths Based Agent Coaching with AI insights
Rob Dermott, Client Solutions Director - CCA Recruitment Group
Jo Regan Iles, Chief People Officer - AT Management Group
Sarah Williams, Chief Customer Experience Officer - Westminster City Council
10:00-10:45 Raising Standards in Customer Operations
Phil Anderson, CEO - The Forum
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
11:00-11:30 Contact Centre Metrics - vanity vs sanity - time for a metric overhaul?
Nerys Corfield, Director - Injection Consulting
11:40-12:10
TREX - A roaring keynote
Martin Teasdale, Founder - Get out of Wrap
Customer Fireside Chat: The know how to act now: brand stories for the nextgen contact centre
Alan Gibson, Service Specialist - Sprinklr
Chantelle Collins, Global Head of Consumer Relations - Reckitt
Proactive, real-time communications: Transform customer experiences with AI-powered digital messaging
Oliver Cooke, Technical Solutions Architect - Cisco
Empowering the Future: Exploring the Future of Consumer Behaviour in the era of AI
Sebastian Reeve, Director Product Strategy, BIC Customer Experience Applications - Microsoft Embracing ‘MobileFirst’ Customer Experiences
Martin Harris, Head of New Business Sales - Vonage
Shameem Smillie, Director of Product Enablement - Vonage
AI-Powered Experience Orchestration: Revolutionizing CX & EX - Leverage AI Copilot and Social Listening for Seamless Interactions
Berkay Ozkose, Social Innovation Lead, EMEA - Genesys
Steve Barratt, Digital & AI Specialist, EMEA - Genesys
Darwin - Helping businesses navigate the technology minefield
Al Stephens, Founder - Darwin
Cracking the GenAI code: From ‘Black Box’ to transparent CX
Yoel Goldenberg, Senior Vice President, Product Management - Uniphore
12:20-13:05
Elevating Customer Care for the Vulnerable
Megan Jones, Editor - Call Centre Helper Magazine
Helen Bellamy, Vulnerable Customer Specialist - Quilter
Zain Rawji, Vulnerable Customer Manager - Kroo Bank
The Role of RealTime Speech AI in Enabling FutureProof Proactive Customer Service Strategies
Jean-Louis Queguiner, Founder & CEO - Gladia
Closing the “Trust Gap” and Increasing Confidence in Your LLM-Powered Chatbots
Dave Vernon, Sr. Solution Architect - Cyara
AI for quality monitoring in call centers : experience feedback
David Klajman, CEO - Audioliz
5 ways predictive metrics will shape the contact centre
Ben Cave, Product Director - EvaluAgent
Delivering Trusted Answers in the Digital Age: eGain’s AI Knowledge Framework for Enterprises
Anthony Gray, VP EMEA - eGain Navigating Digital Transformation with Carnival UK: Adopting AI and Automation for CX Excellence
Luke Duffell, Digital Sales Engineering Manager - NICE
Jon Wells, Director Contact Centre - Carnival UK
Sam Webster, Senior Manager, Workforce Management & Analytics - Carnival UK
Satisfaction: More Insights, Fewer Blind Spots, Zero Guesswork. Artiwise VoC Platform – Transform Feedback into Action
Fatih Cetin, CTO, Co-founder - Artiwise
How enhanced communication in the contact center leads to effective results, brought to you by Sanas
Ben Warner, Dir. Solutions Engineering - Sanas
AGENDA - DAY 2
13:30-14:00 Using AI to drive your purpose
(Future of the Contact Centre Session13:15-14:00)
Dan Eddie, Customer Service Director - SimplyHealth & Denplan
Attracting, recruiting, and retaining talent within your contact centre, utilising technology (but more importantly humans)
Mark Conway, Managing Director - CCP Recruitment
Hannah Cox, Client Partner & Headhunter - Gallop Executive Recruitment
Rachel Percival, Global Director of Customer Service - PayByPhone
Richard Jennings, Head of Renewals - Hastings Direct
How an all-in-one unified comms and contact centre platform boosts productivity and helps deliver exceptional CX
Mark Bean, Senior Channel Manager Global Service ProvidersRingCentral
Ryan Cox, UC Product Manager - Vodafone
Connecting Agent Competence to Profit, Growth, Efficiency & Productivity in 2025: A Blueprint for Success
Ben Scales, Head of Sales - Elephants Don’t Forget
Sophie Thrall, Senior Account Director, - Elephants Don’t Forget
AI Driving a Step Change in CX: Zoom’s Leadership in Innovation
James Adamczuk, CX Evangelist EMEA - Zoom An honest look in the mirror: New data reveals if brands are meeting customer expectations
Dvir Hoffman, CEO - CommBox
14:10-14:40
14:50-15:35
World Class Customer Experience with a Human Touch
Emily Simmons, Learning FacilitatorBoost HR
Michelle Stevenson, Director of Customer Service - RS
Nicola Callan, Founder and Director - Boost HR
Young ConsumersThe Reality
Chris de Souza, Director of Business Consulting - CGI
2
Managing the EU AI Act and GDPR Compliance in Contact Centre
Lynsey Hanson, Global Data Protection Officer - Tenintel
You can’t be what you don’t see
Richard Powell, Business Trainer & Coach - MadeYou
How can AI transform contact centres?
Anantika Jain, Co-founder - Nurix
Unlocking Leadership Greatness: Embrace the Learning Mindset
Clayton Drotsky, Founder and Director - Growth Crew
Future of Customer Service : AI + Knowledge Management
Damien Popote, CEO & Co-FounderMayday
11:40-12:20 12:50-13:30 14:10-14:50
WORKSHOP: Effective Benchmarking Workshop: Real customer operation benchmarking
Chris Rainsforth, Director of Learning & Innovation - The Forum
Dave Vernon, Director of Membership & Best Practice - The Forum Phil Anderson, CEO - The Forum
Operational Effectiveness Workshop: Creating a learning culture
Chris Rainsforth, Director of Learning & Innovation - The Forum
Dave Vernon, Director of Membership & Best Practice - The Forum Phil Anderson, CEO - The Forum Strategy. Culture. Colleagues. Customers. Operations. Mel Lomax, Learning and Accreditation Manager - CCMA
WORKSHOP: Effective Benchmarking Workshop: Real customer operation benchmarking
Chris Rainsforth, Director of Learning & Innovation - The Forum
Dave Vernon, Director of Membership & Best Practice - The Forum Phil Anderson, CEO - The Forum
Operational Effectiveness Workshop: Creating a learning culture
Chris Rainsforth, Director of Learning & Innovation - The Forum
Dave Vernon, Director of Membership & Best Practice - The Forum Phil Anderson, CEO - The Forum
SPEAKERS
Dan Eddie Customer Service Director, SimplyHealth & Denplan
Chantal Mitchell Customer Experience Manager, Vivid
Helen Bellamy Vulnerable Customer Specialist, Quilter
Stephen Alstrup Professor in Algorithms, Department of Computer Science, University of Copenhagen
Jo Garland Director, Customer Engagement EMEA, The LEGO Group
Megan Jones Editor, Call Centre Helper Magazine
Mark Conway Managing Director, CCP Recruitment
Zoff Makda Head of Operational Resource Planning, Legal & General
Richard Jennings Head of Renewals, Hastings Direct
Max Corbridge PCSP Head of Adversary Simulation, JUMPSEC
Zain Rawji Vulnerable Customer Manager, Kroo Bank
Mark Bean Senior Channel Manager Global Service Providers, RingCentral
SPEAKERS
SPEAKERS
Rachel Percival Global Director of Customer Service, PayByPhone
Andy Doughty Head Of Business Planning, Legal & General
Mel Lomax Learning and Accreditation Manager, CCMA
Lynsey Hanson Global Data Protection Officer, Tenintel
Phil Anderson CEO, The Forum
Kate Law Membership & Learning Director, CCMA
Martin Teasdale Founder, Get out of Wrap
Chris Rainsforth Director of Learning & Innovation, The Forum
Miles Courtney-Thomas Co-Founder & Chief Customer Officer, Customer Start Limited
Chris Clarke Global Head of Real Time, eBay
Dave Vernon Director of Membership & Best Practice, The Forum
Regan Iles Chief People Officer, ATM Group
Jo
SPEAKERS
Sarah Williams Chief Customer Experience Officer, Westminster City Council
Christine Lee Senior Customer Service Manager, Wickes
Tom Arbuthnot Co-Founder, Empowering.Cloud
Rob Dermott Client Solutions Director, CCA Recruitment Group
Oliver Cooke Technical Solutions Architect, Cisco
Nerys Corfield Director, Injection Consulting
Vinay Parmar Founder, Dhruva Star
Sandra Thompson Founding Director, The Ei Evolution
Garry Gormley Founder, FAB Solutions
Hannah Cox Client Partner & Headhunter, Gallop Executive Recruitment
Pierre Bauzee Founder, Beyond Satisfaction, Talent Agency for Hospitality and Customer Service
Clayton Drotsky Founder and Director, Growth Crew
SPEAKERS SPEAKERS
Nicola Callan Founder and Director, Boost HR
David Paulding VP, International, Nextiva
Steve Blood VP of Market Intelligence and Evangelism, Five9
Chris de Souza Director of Business Consulting, CGI
Sebastian Reeve Director Product Strategy, BIC Customer Experience Applications, Microsoft
Samantha Haylor UK Managing Director, Daktela
Derek Corcoran Founder & CEO, Scorebuddy
Mark Lockyer Director of International Sales, CallMiner
Martin Taylor Deputy CEO, Content Guru
Thomas John Regional Vice President of Channel Sales, Five9
Edwin Marqulies Chief Evangelist, Nextiva
Joseph Pratten CX Sales Specialist, Webex by Cisco
SPEAKERS
SPEAKERS
Sean Taylor DL CEO, Content Guru
Sid Farmiloe Senior Solutions Engineer, Dialpad
Anthony Gray VP EMEA, eGain
Jon Zoltie Contact Centre Specialist, AudioCodes
Axel Dittmann Chief Evangelist, Parloa
Chris Mounce Product and Training Specialist, EvaluAgent
Anant Singh Vice President of Go-to-Market, Sanas
Ben Warner Dir. Solutions Engineering, Sanas
Ben Cave Product Director, EvaluAgent
Simon Black COO, Creovai
Andrew Pattie CX Solutions Director, Sprinklr
Ed Creasey Vice President of Solution Engineering, Calabrio
SPEAKERS SPEAKERS
Spencer Brooks Group Managing Director and Co-Founder, The Knowledge Group
jc.durbin@ardanis.com,
JC Durbin
Ardanis
Mehmet Hussein Director, Solutions Engineering, Bandwidth
Rasha Ezzeldin Sales & Marketing Director, Xceed
Yoel Goldenberg Senior Vice President, Product Management, Uniphore
David Klajman CEO, Audioliz
Gaurav Mathur CEO, EMEA, Kore.ai
George Loraine Expansion Manager, UK, Onepilot
Lucas Bornert Co-Founder & COO, Onepilot
Jean-Louis Queguiner Founder & CEO, Gladia
Pedro Andrade VP, AI & Automation, Talkdesk
Alan Gibson Service Specialist, Sprinklr
SPEAKERS SPEAKERS
Martin Harris Head of New Business Sales, Vonage
Jeroen Sourbron Strategic Global Alliances Director, Genesys
Karen Patalay SE Team Lead, RingCentral
Shameem Smillie Director of Product Enablement, Vonage
Steve Barratt Digital & AI Specialist, EMEA, Genesys
Steve Bell VP, EMEA Solutions Consulting, Verint
Sumant Mauskar SVP, Sales & Global Partners LinkedIn, Pindrop
Berkay Ozkose Social Innovation Lead, EMEA, Genesys
Franka Martinovic Director, Customer Support, Intercom
Tanner Head of Operations, Loci
Ben Scales Head of Sales, Elephants Don’t Forget
Gabi Warren Chief Marketing Officer, Puzzel
Katie
SPEAKERS SPEAKERS
Sundeep Boughan Director of Sales Engineering, Puzzel
Al Stephens Founder, Darwin
Fatih Cetin CTO, Co-founder, Artiwise
Richard Powell Business Trainer & Coach, MadeYou
Dvir Hoffman CEO, CommBox
Anantika Jain Co-founder, Nurix
Chantelle Collins Global Head of Consumer Relations, Reckitt
Sam Webster Senior Manager, Workforce Management & Analytics, Carnival UK
Jon Wells Director Contact Centre, Carnival UK
Luke Duffell Digital Sales Engineering Manager, NICE
Michelle Stevenson Director of Customer Service, RS
James Adamczuk CX Evangelist EMEA, Zoom
SPEAKERS
SPEAKERS
Chris Angus VP EMEA for Contact Centre Engagement, 8x8
Laura Malinsky Director, Solutions Sales, EMEA Analytics & Digital, NICE
Ryan Cox UC Product Manager, Vodafone
Damien Popote CEO & Co-Founder, Mayday
Dave Vernon Sr. Solution Architect, Cyara
Sue Bolt International Solution Sales Director WEM, NICE
Puzzel’s customer-centric CX ecosystem empowers organisations with control and visibility over the customer journey. By unifying processes, centralising data, and automating tasks, Puzzel helps contact centres overcome challenges like agent attrition and complex customer needs. It enhances customer experiences, reduces costs, and scales effortlessly, enabling teams to do more with less.