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 - Workshop Day
8:30 am - 9:30 am
WORKSHOP REGISTRATION & NETWORKING BREAKFAST
9:30 am - 10:45 am
WORKSHOP A: EMPOWERING AGENTS IN THE AGE OF AI & ENHANCING HUMAN-CENTRED SERVICE
Leigh-Anne Gray -
Head of Complaints,
ERGO Travel Insurance
- Discover how AI is transforming the role of customer service agents, from simple problem-solvers to strategic partners who offer emotional intelligence, creative solutions, and tailored experiences.
- Learn how to train your agents to use AI as a tool while focusing on developing essential human skills - empathy, active listening, conflict resolution, and critical thinking - that add real value to customer interactions.
- Explore strategies to create seamless collaboration between AI and human agents, ensuring that AI supports agents in their roles while agents provide the human touch that customers crave.
9:30 am - 10:45 am
WORKSHOP B: TRANSFORMING CUSTOMER SERVICE ACROSS CHANNELS
Melda Sofuoglu -
Global Senior Manager, Expert Resolution,
Vodafone
- Dive into how you can elevate experiences across all channels, from self-service to the contact centre.
- Learn how to empower your agents to handle a vast range of challenging enquiries, providing the best level of empathetic service for your customers and retaining your best talent.
- Unpack how to leverage AI to humanise your non-agent channels.
10:45 am - 11:05 am
REFRESHMENTS & NETWORKING
11:05 am - 12:20 pm
WORKSHOP C: SOLVING BUSINESS CHALLENGES WITH DATA, AI & CUSTOMER-CENTRIC STRATEGIES
Matt Frank -
Chief AI and Innovation Officer,
Telana
John Clarke - Head of Cloud and AI Advisory, Telana
John Clarke - Head of Cloud and AI Advisory, Telana
- Learn how to leverage customer data and AI to create personalised and seamless interactions, enhancing satisfaction and retention across every touchpoint.
- Discover how AI can support human agents, automate tasks, and drive more efficient operations, empowering your contact centre to meet modern customer expectations.
- Understand how adopting flexible, cloud-based technologies can enable your business to adapt, scale, and thrive in an ever-evolving customer experience landscape.
Sponsored by: Telana
11:05 am - 12:20 pm
WORKSHOP D: THE AI REVOLUTION IN CX: AGENTIC AI AND VIRTUAL AGENTS
Keith Fulford -
Senior Business Value Specialist,
Genesys
Explore AI’s role in the next decade of CX, including agentic AI and empathetic virtual agents
· Hear how AI will transform CX in the next five to ten years.
· Assess your AI adoption in CX. Benchmark against other organisations and evaluate your adoption strategies.
· Discuss the biggest challenges in driving AI-powered customer interactions at scale.
· Understand the value of AI to your organisation, by enhancing empathy and personalisation.
Sponsored by: Genesys
12:20 pm - 1:20 pm
NETWORKING LUNCH
1:20 pm - 2:35 pm
WORKSHOP E: AI BUSINESS OUTCOMES, NOW™ - UNLOCKING INSTANT AI-DRIVEN BUSINESS TRANSFORMATION
Huw Jones -
Director, Solutions Consulting,
Verint
Keith Barrow - Director, Solutions Consulting, Verint
Keith Barrow - Director, Solutions Consulting, Verint
In today's fast-paced business environment, achieving tangible outcomes swiftly with minimal disruption is crucial.
In this session, you will learn how to:
- Deliver AI business outcomes leveraging innovative AI solutions to harness the power of artificial intelligence to drive immediate and impactful business results.
- Integrate advanced analytics, machine learning, and automation to enhance customer experiences, streamline operations, and make data-driven decisions with unprecedented speed and accuracy.
The future of AI-driven business success is not just a possibility—it's a reality, now.
Sponsored by: VERINT
1:20 pm - 2:35 pm
WORKSHOP F: NAVIGATING CHANGE & LEADING TRANSFORMATION AT SCALE
Liz Millington -
Digital Solutions Director and CX Lead,
Ascensos
- Explore strategies to manage large-scale transformations while maintaining alignment and engagement across your multi-lingual teams.
- Learn how to foster a culture that embraces change from top leadership to frontline employees, ensuring a unified approach.
- Understand how to address resistance to change and cultivate change champions who advocate for and accelerate the process.
Sponsored by: Ascensos
2:35 pm - 2:55 pm
REFRESHMENTS & NETWORKING
3:00 pm - 4:15 pm
AI MATURITY ROADMAP MASTERCLASS
Keith Fulford -
Senior Business Value Specialist,
Genesys
Join this masterclass tailored to your organisation’s stage of AI adoption. Whether you’re unsure on where to start, have just rolled out your first pilot, or have been leading the charge with implementing AI, there is a masterclass available to benchmark with your peers and build a roadmap for the future.
Take this opportunity to learn how to build a business case, benchmark progress, take your AI strategy to the next level, and gather actionable takeaways.
Sponsored by: Genesys
3:00 pm - 6:00 pm
EXCLUSIVE LUSH SITE VISIT EXPERIENCE
Discover the heart of LUSH at their iconic Beak Street offices in London with an exclusive tour limited to just 15 guests. Embark on your journey of the LUSH London HQ by stepping through their enchanting shop front, home to vibrant pop-ups and inspiring campaigns through to the cozy book nook and dynamic open workspace. Discover a versatile area that hosts prestigious awards, events, internal training sessions and meeting spaces and step into the shoes of a LUSH employee to understand how LUSH enhance employee experience.
*Limited to 15 guests
