While the 2025 agenda is still a work in progress take a look at the 2024 agenda below.

The agenda focused on the following areas:

• Automation, AI & copilots: Elevate customer satisfaction, speed and ease of service by leveraging digital tools, establish and sharpen your AI guardrails for ethical and accurate service, and find the perfect solution providers for your organisational needs
• Customer data, insight & analytics: Collect meaningful data that will inform customer-centric decision making and drive service improvement, and master the essentials of building and refining a VOC programme
• New customer-centric innovation: From AI assisted customer reporting and classifying, to remote video-based personalised customer consultations: understand the implementation, challenges and success stories behind some of the latest innovative customer services
• Omnichannel optimisation: Determine the optimal channels to invest in, to meet diverse customer needs and deliver a multilingual, multi-market, multichannel service for customers that provides an integrated experience across interactions
• Diversity, equity & inclusion: Sharing practical, deliberately inclusive leadership strategies to ensure your workforce represents the diversity of your customer base, organisational policies are equitable and diversity is realised from the front line to the boardroom
• Organisational structuring & resource optimisation: Navigate transformative change, discover new organisational structures, operating and outsourcing models. Plus, learn tactics for cost reduction, securing organisational sponsorship and buy-in, and manging volume and the complexity of customer contact
• Employee experience and wellbeing: Suitably tackle factors contributing to dissatisfaction and burnout, support mental health and wellbeing, and implement training and engagement programmes that will boost productivity, skillsets and retention rates
• Next generation service strategy: Balance technology adoption with people-centric approaches for sustainable business growth, and understand the latest metrics and KPI’s that forward-thinking organisations are using to deeply understand customer sentiment
• Customer-centricity & journey management: Turn the moments that matter into a seamless experience with strategies, tools and methodologies to enhance customer-centric mindset and effectively manage user journeys from A-Z
• Build customer trust, retention & loyalty: Hear advice on cultivating and maintaining customer trust in the age of AI, the learnings behind tried and tested loyalty programmes, and the winning recipes from businesses who have turned customers into brand advocates
• Addressing vulnerability & enhancing support: Hear eye-opening advice from vulnerability experts on the areas of customer support you may not be effectively addressing, understand how to better identify vulnerable customers and effectively address inclusivity and accessibility issues
• Empathetic, proactive and personalised service: Create a service experience that ensures your customers feel seen, heard and valued, eliminate customer pain points before they arise, and hear stories of highly targeted customer personalisation
  

Download the 2024 agenda for full details