The #1 UK Event for Progressive Customer Engagement, CX, and Digital Service Leaders
12 - 14 May, 2025 | Allianz Stadium, Twickenham, London
Monday 12th May 2025 - Agent of the Future Focus Day
12:00 pm - 12:20 pm
REGISTRATION
12:20 pm - 1:20 pm
NETWORKING LUNCH: MENTORSHIP MEET-UP TO CONNECT, LEARN & GROW
Turn your networking break into a powerful growth opportunity by engaging in meaningful conversations with mentors and peers. Guided discussion prompts will help you explore career challenges, personal development goals, and key insights to accelerate your growth. Walk away with fresh perspectives, valuable connections, and actionable takeaways to enhance your professional journey.
1:20 pm - 1:25 pm
CHAIRPERSON’S OPENING REMARKS
Alan Ranger -
Vice President of Marketing,
Cognigy
1:25 pm - 1:35 pm
ICEBREAKER: CUSTOMER SERVICE IN ONE WORD
Karen Carter -
Contact Centre Manager,
npower Business Solutions
Kickstart the day with an interactive activity to spark conversations and connect with peers. Share one word that represents the future of customer service and discuss its impact with fellow attendees.
1:35 pm - 2:05 pm
PRESENTATION: BLENDING AI WITH THE HUMAN TOUCH: THE FUTURE OF CUSTOMER INTERACTION
Alan Ranger -
Vice President of Marketing,
Cognigy
AI isn’t here to replace you, it’s here to help you. In this session, discover how AI can make your job easier, not harder, by handling repetitive tasks, giving you real-time support, and freeing you up to focus on what really matters: meaningful customer interactions. We’ll address common fears about AI, show how it can boost your confidence and skills, and explore how it helps you deliver faster, more personalised service - without losing the human touch.
2:05 pm - 2:35 pm
ROUNDTABLE: BUILDING PERSONAL RESILIENCE: EMOTIONAL INTELLIGENCE AND EMPATHY IN ACTION
Lisa Dalzell -
Head of Customer Experience,
ERGO Travel Insurance
Connect in an interactive roundtable to share insights and experiences on leveraging emotional intelligence and empathy in high-pressure situations. Collaborate on practical techniques to build resilience, maintain composure, and foster a supportive workplace environment.
2:35 pm - 2:55 pm
BREAK & MANAGER CHECK-IN
Join this informal session to connect with your manager, reflect on key learnings, and share feedback. Explore your takeaways, discuss what you hope to gain from the rest of the day, and spark an open conversation focused on your development.
2:55 pm - 3:40 pm
WORKSHOP: FIND YOUR PATH: ALIGNING YOUR SKILLS WITH CAREER GROWTH
Jessica Ham -
Head of Customer Experience,
National Grid
Discover how to unlock diverse career opportunities within your organisation by aligning your personal strengths and passions with internal pathways for growth. Whether your analytical skills lend themselves to roles in quality assurance, your knack for developing others inspires a path in people management, or your commercial mindset points toward sales, this session highlights how the agent role serves as a strong foundation for future success.
3:40 pm - 4:00 pm
PRESENTATION: EMPOWERING OWNERSHIP: BUILD ACCOUNTABILITY AND TAKE CONTROL OF YOUR CAREER
Greg Aiello -
Managing Director,
PPL PRS Ltd
This session focuses on personal growth and development for customer care professionals. Learn how to take ownership of your career, build accountability, and strengthen your leadership skills. Discover actionable strategies to set and achieve goals, navigate challenges, and foster a sense of personal empowerment while delivering exceptional results in your role.
4:00 pm - 4:20 pm
REFRESHMENTS & PROFESSIONAL HEADSHOTS
4:20 pm - 5:20 pm
PANEL DISCUSSION: YOUR CAREER, YOUR QUESTIONS: ASK THE LEADERS ANYTHING
Abby Hugglestone -
Director, Contact Centre,
Norwegian Cruise Line
Greg Aiello - Managing Director, PPL PRS Ltd
Lee McIntosh - Operations Manager, EE
Take the opportunity to ask your burning questions about building a career in customer management. Learn from seasoned leaders, as they share unfiltered insights, lessons learned, and challenges overcome. Gain candid advice and actionable tips to navigate promotions, handle setbacks, and balance career growth with daily demands.
5:20 pm - 5:30 pm
CHAIRPERSON’S CLOSING REMARKS
Alan Ranger -
Vice President of Marketing,
Cognigy
6:00 pm - 8:00 pm
WELCOME PARTY & ‘A QUESTION OF CX’ QUIZ WITH MATT DAWSON, MBE
Matt Dawson MBE -
Former Wasps, England & British Lions Scrum Half,
Television Host & Celebrity
Matt Dawson MBE
Former Wasps, England & British Lions Scrum HalfTelevision Host & Celebrity
