Matthew Burton

Matthew Burton

UK Generative AI Strategy Lead PolyAI
Matthew Burton

Matthew Burton is a leading voice in Conversational AI and Customer Experience, with over 12 years of expertise driving innovation in contact centres worldwide. As the UK Generative AI Strategy Lead at PolyAI, he helps some of the world’s largest organisations harness AI to deliver efficiency, innovation, and scalable self-service automation.

Throughout his career, Matthew has partnered with industry giants including IBM, Microsoft, Google, and Amazon, bringing cutting-edge AI solutions to life. Prior to joining PolyAI, he served as Head of UK at Omilia, where he led transformative projects across major enterprises. With a track record of turning emerging technologies into measurable business impact, Matthew brings deep insight into how AI is reshaping customer service at scale.

Summit Day Two - Wednesday, 8th October 2025 [CET]

12:00 PRESENTATION: SUCCESSFULLY SCALE SERVICE WITHOUT SACRIFICING QUALITY

  • Understand how to build scalable service operations that grow with your business while maintaining high standards 
  • Explore strategies for managing increased demand with fewer resources through strategic process redesign and automation 
  • Learn how to balance operational growth with consistent, quality service delivery across channels 


Check out the incredible speaker line-up to see who will be joining Matthew.

Download The Latest Agenda

In Partnership With:

CCW Europe Digital

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