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: PERSONALISATION AT SCALE - CREATING TAILORED EXPERIENCES FOR A GLOBAL CUSTOMER BASE
- Discover how to create hyper-relevant experiences for large audiences, from targeted offers and recommendations to content customisation and journey optimisation.
- Learn how AI, machine learning, and automation can enable businesses to deliver personalised experiences at scale, across regions, without sacrificing quality or customer satisfaction.
- Explore how to balance automated personalisation with human interactions, ensuring customers feel valued, heard, and understood while managing large volumes of engagement.
2:35 pm - 2:55 pm
REFRESHMENTS & NETWORKING
2:55 pm - 2:55 pm
AI MATURITY ROADMAP MASTERCLASSES
Choose from two masterclasses tailored to your organisation's stage of AI adoption, exploring the specific challenges and opportunities at your current point on the adoption roadmap. 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 you to benchmark with your peers and build a roadmap for the future.
Take this opportunity to ask pressing questions, collaborate with like-minded peers, benchmark progress, learn how to build a business case, share experiences, and gather fresh ideas for actionable takeaways.
2:55 pm - 5:30 pm
FOUNDATIONAL MASTERCLASS
Participants who join this masterclass will relate to the following statements:
- How does AI align with our overall business strategy & objectives?
- What are the key guardrails needed to safely and ethically deploy AI?
- What are the measurable outcomes we should expect from AI implementation?
- Which AI tools or platforms are most suitable for our needs?
2:55 pm - 5:30 pm
INTERMEDIATE MASTERCLASS
Participants who join this masterclass will relate to the following statements:
- Are we achieving optimal ROI from our current AI investments?
- How can AI be used to deepen customer personalisation and engagement?
- What guardrails need to be implemented to ensure customer trust and safety when using AI in a customer-facing capacity?
- I would like to understand what others are doing to ensure I am not falling behind on my roll-out journey.
