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The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment

Future of the Contact Centre Conference

You’ll leave feeling equipped with exclusive insights from organisations that have already transformed to suit the ‘new norm’ and are reaping the rewards of customer loyalty as a result.

  • Customer Engagement Conference
  • Victoria Park Plaza, London
  • Friday 9th June 2023
Register

Let’s build better experiences for your customers

Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.

The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.

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Our CPD accredited virtual Future of the Contact Centre conference brought into sharp focus the profound changes in the world of customer contact and highlighted the evolving mix of technologies, processes and people in an uncertain business environment.

The eighth Future of the Contact Centre conference in 2023 will deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content – where they will come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.

Key facts

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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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live event
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1-2-1 MEETINGS
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20 exclusive presentations

Future of the Contact Conference Photo Gallery

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TOPIC STREAMS

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Big Data, Customer Insight and Analytics

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The Rise of Cloud Technology

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Chatbots, Webchat and Virtual Assistants

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Future for Contact Centre Outsourcing

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Artificial Intelligence & Robotics in the Contact Centre

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CX Innovation & Transformation

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Evolution of Homeworking

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CX Service Design in the Contact Centre

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People Engagement & Recruitment

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Engage-Speaker-Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder

Martin is a leading customer engagement and digital business strategist and an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low-effort customer experience, social customer service, and customer hubs. All themed around service innovation. Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

Engage-Speaker-Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Rescue Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of expiring and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include East Sussex County Council, B3 Living, National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).

Engage-Speaker-Martin Hanley

Martin Hanley

Marks and Spencer Customer Experience Manager

Martin Hanley is there Customer Experience Manager at Marks and Spener. He has worked there for the past year.

“The best bit for me was the wide range of companies and industries represented which gave insight in to how engagement affects all industries.”
Alice Smith, Head of Customer Experience, Virgin Media
“The day never lost momentum and i was truly inspired - I'll definitely be back next year!”
Alice Smith, Head of Customer Experience, Marks & Spencer MarksAndSpencer

WOULD YOU LIKE TO HEAR FROM THE PEOPLE WHO BUILT AMAZING CUSTOMER EXPERIENCES FOR THESE COMPANIES?

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Looking for speaker and sponsor opportunities?

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VENUE DETAILS

Victoria Park Plaza Hotel

239 Vauxhall Bridge Road, London, SW1V 1EQ – Lower Level 1

HOW TO GET HERE

Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.

Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.

Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.

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TICKET OPTIONS

STREAM LIVE

  • Stream Live - Free
  • Watch Event LIVE (only)
  • Full Day of Content
  • Watch LIVE Event Stream
  • End Users Only
  • No Travel Required
  • Join Roundtable Sessions
  • Live Q&A
  • Panel Debates
  • 1-2-1 Meetings
  • Multi-Device

Stream OnDemand

  • Full Day of Content
  • 12 Hours of Case Study Content
  • Interviews
  • Panel Debates
  • No Travel Required
  • 30 Day Viewing License
  • 24/7 Access
  • Multi-Device

STREAM LIVE

  • 12 Month Subscription
  • Full Access for 1 Person
  • Access ALL Content (Live and/or Virtual)
  • 100+ Hours of Event Videos
  • Case Study Content
  • Interviews
  • Panel Debates
  • 12 Month On Demand License
  • 24/7 Access
  • Multi-Device

Ready to build a better
customer experience?

Register to attend this event.

Register Now