CONTACT CENTRE & CUSTOMER SERVICES
28TH& 29TH APRIL 2025
RADISSON HOTEL & CONFERENCE CENTRE, LONDON HEATHROW
CONTENTS
We’re delighted that you have chosen to join us at the Contact Centre and Customer Services Summit – a unique event, tailor-made to meet your individual requirements. We have carefully planned out your itinerary to ensure your time here is worthwhile: Connect with businesses relevant to your current and forthcoming projects in our matchmade one-to-one meetings.
And let’s not forget the networking – we’ve created a relaxed environment for you to form new partnerships, with ample opportunities to mix with peers during the buffet lunch, coffee breaks and networking dinner!
4 10 Seminars
6 14 ‘Technology Month: Exploring solutions for hybrid & remote workforce management’
8 ‘Automated Customer Satisfaction: The rise of passive and predictive CSAT in customer service strategy’ 16 Delegates
Follow us on socials: @forumeventsltd #FEContactCentreSummit @forumevents #forumevents Our Partners
‘Technology Month: The growing role of speech analytics’ 18
20 Dates for your Diary
Supplier Directory 24 Itinerary
Contact Centre and Customer Services Summit Networking Community
For more information about our event, contact:
Mark Connell - Contact Centre Portfolio Manager on 01992 374083 or M.Connell@forumevents.co.uk
Lucia Alio - Portfolio Delegate Manager on 01992 374068 or L.Alio@forumevents.co.uk
Partners & Supporters
Itinerary
MONDAY TUESDAY
08.45 - 09.30
Opening Presentation
‘Customer Experience - Delivering Excellence in Times of Economic and Technical Pressure’
Edward Winfield | Content Guru Ltd
Atlantis Room
09.40 - 10.25
Seminar
‘Video Inside and Out with Premier CX and ESPO’
Kirsty Ferguson | Premier CX
Rachel Stone | ESPO
Atlantis Room
10.30 - 13.05
Face to Face Meetings
Discovery Suite
13.05 - 14.05
Networking Buffet Lunch
RBG Restaurant
14.05 - 16.40
Face to Face Meetings
Discovery Suite
16.45 - 17.30
Seminar
‘Could automation be sending your customers to competitors?’
Martin Brown | FM Outsource
Atlantis Room
19.30 - 20.00
Pre Dinner Drinks
Discovery Suite
20.00 - 23.00
Evening Dinner
Discovery Suite
07.30 - 08.45
Breakfast
RBG Restaurant
09.00 - 09.45
Seminar
‘Conflict in the Workplace.... Problem or Opportunity?’
Gerard Dunn
Atlantis Room
09.50 - 12.55
Face to Face Meetings
Discovery Suite
12.55 - 13.55
Networking Buffet Lunch
RBG Restaurant
Request resolved in 4 minutes
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Puzzel’s AI-powered, modular CX Platform seamlessly integrates contact centre, self-service automation, workforce management, and case management solutions, built to enable your organisation to deliver your most important work - delighting your customers. Andy
AUTOMATED CUSTOMER SATISFACTION: The rise of passive and predictive CSAT in customer service strategy
For decades, Customer Satisfaction (CSAT) scores have relied heavily on postinteraction surveys—typically asking customers to rate their experience on a scale of 1 to 5. But with declining response rates and survey fatigue, many leaders are now embracing passive and predictive approaches to customer satisfaction, powered by AI, machine learning, and behavioural analytics. These tools are enabling contact centres to measure sentiment in real time, anticipate dissatisfaction before it happens, and take proactive steps to enhance the customer journey – without relying solely on survey participation…
The Problem with Traditional CSAT Surveys
While still widely used, post-call or post-chat surveys have inherent limitations:
Low response rates—often under 10%—which provide only a partial view of customer sentiment.
Bias toward extreme experiences, where only very satisfied or dissatisfied customers tend to respond.
Time lag between service delivery and feedback, delaying improvement actions.
These gaps leave many customer service teams operating without a full picture of how customers actually feel.
What Is Passive and Predictive CSAT?
Passive CSAT refers to analysing customer interactions—such as voice tone, language, or behaviour— without requiring explicit feedback. It often uses technologies like:
Speech and text analytics to detect sentiment in calls, emails, and chats.
Voice biometrics and tone analysis to identify frustration or satisfaction.
Interaction patterns (e.g., repeat contacts, escalations, or silence) to infer experience quality.
Predictive CSAT, on the other hand, uses machine learning models to forecast satisfaction levels based on historical and real-time data. These models combine factors like:
Agent performance and call handling metrics
Customer profile data and journey history
Contextual factors such as time of day or issue type
The result? A dynamic CSAT score that updates in real time—allowing managers to spot dissatisfaction before it’s reported.
Benefits for Contact Centres
Adopting passive and predictive CSAT strategies offers a range of benefits:
Comprehensive insight—get feedback from 100% of interactions, not just those who respond to surveys.
Faster response—address emerging issues in real time, rather than waiting for survey results.
Targeted coaching—use inferred satisfaction data to support agents and refine training.
Improved CX strategies—gain deeper understanding of root causes behind dissatisfaction and loyalty.
As customer expectations rise and traditional feedback tools fall short, contact centres are turning to passive and predictive CSAT technologies to stay ahead. By leveraging AI-driven sentiment analysis and behavioural modelling, service leaders can build proactive, real-time customer experience strategies that reduce churn, enhance loyalty, and improve operational performance—without sending a single survey.
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ZOHO DESK. STRIKE GREAT CUSTOMER SERVICE.
Zoho Desk enables faster issue resolution, boosts retention, and elevates customer happiness. Prepare to be bowled over by a help desk where value can’t be missed.
The help desk with game-changing value.
Seminars
MONDAY 28TH APRIL
“Customer
Experience - Delivering Excellence in Times of Economic and Technical Pressure”
• Come and find out how economic and geopolitical pressures combine to make a challenging operating environment for all organisations.
• Find out the latest trends and insights and how Wavenet and Content Guru deliver value for their customers by delivering outstanding operational results, embracing the latest AI tools whilst engaging their staff with outstanding NPS scores.
• Happy Customers, happy colleagues, great CSAT and huge economic benefits.
Edward Winfield is VP Global Partnerships at Content Guru, who are BIG in CX and LEAD in AI. They deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.
Kirsty Ferguson Key Account Director
Rachel Stone-Browning Head of Customer Experience
“Video Inside and Out with Premier CX and ESPO”
Learn how ESPO use video to not only help their customer experience but also enable new hires and long-term staff to understand the mission and celebrate success. With help from Premier CX, ESPO are using video to:
• Create a visual aid to help their customers understand processes
• Encourage our customers to self-serve
• Raise awareness of features, benefits, and initiatives
• Celebrate successes within the company
• Communicate company values
Kirsty Ferguson is a trusted CX advisor and Key Account Director at Premier CX. With decades of experience, she has significantly improved customer journeys for major clients on a global scale. Kirsty has been awarded the Customer Service Excellence Award and is recognised as a Top 50 Women in CX. She is also a contributing author on the Good CX Guide and the Good Video Guide.
Rachel Stone-Browning has over 30 years’ experience of working in the Customer Service sector and is currently the Head of Customer Experience at ESPO, one of the largest public sector buying organisations in the UK. In this role, Rachael leads a dedicated team focused on enhancing customer experience and interactions across all touchpoints. With a strong commitment to excellence. With extended experience, she implements innovative strategies that significantly improve customer engagement and loyalty.
Rachael brings extensive experience in setting up and leading contact centres with a background spanning local government, outsourcing, and utilities industries.
16.45 - 17.30
Martin Brown Managing Director FM Outsource
MONDAY 28TH APRIL
“Could automation be sending your customers to competitors?”
Technology has dramatically changed the customer journey but are we losing our way? Is automation annoying customers and sending them elsewhere?
Martin Brown is one of the founders at FM Outsource and his main passion is around the changing face of customer service. With over 20 years in the industry, he is a true veteran. A self-confessed nerd with a strong background in digital, tech and finance, he is passionate about helping clients prepare their businesses for future change. Martin has seen how technology can impact different industries and sees the customer service sector as largely unprepared. Customer service requirements as radically changing in the here and now. He has worked with impressive household names such as Superdrug and Asos to help transform their customer service through tech, outsourcing and consultancy. Martin is also one of the founders of the customer service communications tool, Gnatta.
Seminars
TUESDAY 29TH APRIL
09.00 – 09.45
“Conflict
in the Workplace....Problem or Opportunity?”
Globally, employees spend an average of 2.1 hours per week trying to resolve conflicts in the workplace. Just imagine if we could go some way to eliminate that. Better for business. Better for life.
• Background
• What is conflict
• Learnings from Mediation
• Scenarios (Breakout groups)
• Review and summing up
Gerry Dunn, known in speaking circles as ‘The Dispute Dissolver’, brings to the stage a treasure trove of insights from 40 years of experience in the delicate art of conflict resolution. With his Scottish charm and an arsenal of humour, he tackles the serious business of workplace disagreements, turning potential discord into opportunities for team cohesion and growth. He has worked with companies of all sizes from start-ups and family businesses to multinationals. He has also served on the Mediation Panel for Sheriff Courts in Scotland for over 12 years. He has received many accolades for public speaking including the Distinguished Toastmaster award.
Gerard Dunn
‘Dispute Solver’
Connect with us at the Contact Centre & Customer Services Summit – where innovation, talent, and impact come together. Merchants South Africa: Your Next CX Destination Merchants South Africa: Your Next CX Destination
Why Choose Merchants?
People Matter Our core belief, shaping everything we do.
Trusted by leading brands Driving operational success at scale.
43+ years of CX expertise Proven success across global brands.
South Africa’s 2024 BPO Operator of the Year Industry-leading excellence in customer experience.
Award-Winning Social Impact & Innovation
Top Impact Sourcing Award Winner 2024 Creating meaningful change through people.
Best-in-class talent
South Africa’s largest and most experienced BPO.
Let’s connect at the Summit! Discover why Merchants is the right partner for you.
TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres depends on seamless digital integration, AI-driven workforce management, and proactive agent support. Here’s how technology is reshaping workforce management in remote contact centre environments…
1. Cloud-Based Contact Centre Platforms: Enabling Scalability and Flexibility
The transition from on-premise to cloud-based contact centre solutions has been a game-changer for remote workforce management. Leading cloud platforms offer:
Unified Communication Systems – Cloud-based solutions integrate voice, chat, email, and video conferencing into a single platform, ensuring consistent customer interactions across all channels.
AI-Powered Routing & Automation – Cloud systems use AI-driven call routing to ensure customers are matched with the most suitable agent, improving response times and issue resolution.
Scalability for Workforce Adjustments – Businesses can easily
scale up or down based on demand without investing in costly physical infrastructure.
With cloud-based platforms, remote and hybrid contact centres gain the agility needed to manage fluctuating workloads and customer expectations.
2. Real-Time Analytics: Driving Performance and Efficiency Workforce management in hybrid contact centres requires real-time insights to track productivity, customer satisfaction, and operational efficiency. AI-powered analytics tools help:
Monitor Key Performance Metrics (KPIs) – Real-time dashboards provide instant insights into call volumes, average handling times (AHT), and first-call resolution (FCR) rates.
Predict Demand and Optimize Staffing – Machine learning algorithms analyse historical trends to forecast peak periods, ensuring adequate staffing without unnecessary overhead costs.
Improve Quality Assurance – Speech and text analytics detect sentiment, compliance risks, and training gaps, enabling proactive coaching and process improvements.
By leveraging real-time analytics, contact centres can maintain high service standards while optimising workforce efficiency.
3. Remote Agent Monitoring & Support: Ensuring Productivity and Engagement
With a dispersed workforce, maintaining agent engagement and performance is critical. Remote agent monitoring tools help businesses:
Track Agent Activity and Workflows – AI-driven monitoring solutions detect idle time, workload distribution, and response times, ensuring fair workload allocation.
Enhance Security and Compliance – Cloud security features such as biometric authentication, secure VPNs, and data encryption protect sensitive customer information.
Boost Employee Engagement – Gamification, virtual coaching, and AI-driven performance feedback help motivate remote agents and improve retention.
With effective remote monitoring and support, contact centres create a balanced work environment that prioritises agent well-being and performance.
Remote and hybrid contact centres require innovative workforce management solutions to maintain efficiency and customer satisfaction. By adopting cloud-based platforms, real-time analytics, and remote monitoring tools, businesses can ensure operational resilience, enhance agent productivity, and deliver exceptional customer experiences in a hybrid working world.
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Delegates
Absolute Collagen
Ansador Fire & Security
Asda
Bloor Homes
BMW
C. Hoare & Co
Capita Plc
CGI
Chubb Fire & Security
Costa Coffee
Crocus
DSL Group
EDF Energy
Edwardian Hotels London
Entity Hub Ltd
ESPO
Flogas Britain
G4S
GNetwork
Goodlife Plus
Havas Faze
Holland and Barrett
HyperJar
Ipserv
LUSH Digital
Motonovo Finance
Motorsport Events
Motorvogue Group
New Day
Director of Retention
Customer Care Manager
Head of Customer Support
Head of Customer Care
Customer Interaction Management Lead
Customer Experience & Implementation Manager
Senior Service Improvement Manager
Head of Customer Service Pensions & Payments PCSE
Director
Customer Experience Lead
Operational & Transformation Lead
Contact Centre Manager
Contact Centre Team Manager
Head of Customer Service
Contact Centre Manager
Senior Procurement & Contracts Specialist
Group General Manager, Service Operations
Group Service Operations Manager
Technical Manager
Head of Customer Experience
Head of Customer Success
Customer Service Team Leader
Head of Customer Service
Head of Customer Experience
Head of Contact Centre
Head of Customer Engagement & Planning
Head of Customer Support
Customer Service Team Leader
Customer Service Manager
Global Customer Care Manager
Customer Services Manager
Customer Service
Head of Customer Service and Sales
Group Customer Quality and CC Manager
Senior Optimisation Manager
Notting Hill Genesis
Oak Tree Mobility
Pencarrie
Royal Borough of Kensington and Chelsea
Saga Holidays
Sainsbury’s
Salary Finance
SS&C
TJX Europe
TSB Bank
Urban Outfitters
Viking Direct Ltd
Virgin Red
Delegates
Customer Journey Manager
National Call Centre Manager
Head of Customer Service
Contact Centre & Customer Service Manager
Head of Contact Centre
Customer Experience Manager
Customer Service Manager
Director of Client Services
Senior Director Retail Client Services
Customer Service Sourcing and Insights Manager
Head of Data Insights & Procurement
UC Lead
European Customer Service Manager
Senior Customer Service Manager
Head of Service Strategy, Delivery & Experience
Member Support Manager
TECHNOLOGY MONTH:
The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to
Personalised Engagement: By mining conversations for context, speech analytics reveals each customer’s needs and preferences. Agents can then tailor responses or offers accordingly. This personal touch leaves customers feeling understood and valued
Integration & Adoption: Choose a solution that fits with existing systems (telephony, CRM) and workflows. Train agents and supervisors to interpret analytics outputs, and encourage buy-in by showing how it helps them in their roles.
Accuracy & Tuning: Speech
Dates for your Diary
10th July 2025
Hilton London Canary Wharf
Scan or click here for our website:
10th July 2025
The Sipping Room
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CONTACT CENTRE & CUSTOMER SERVICES
22nd October 2025
Hilton London Canary Wharf
Scan or click here for our website:
8th & 9th September 2025
Hilton Manchester Deansgate
Scan or click here for our website:
Elevate your agent experience
Agent experience is a critical challenge in contact centres, contributing to high attrition rates. Many agents transition to industries like retail and hospitality, seeking less stressful work environments and more streamlined processes.
Reasons why your agent experience is poor:
• High attrition rates in contact centres impact overall performance
• Agents often leave due to high stress, challenging interactions, and complex call types
• Outdated, manual processes and technology increase job dissatisfaction
• Retail and hospitality offer lower-stress alternatives that attract agents
• Higher salaries can be a big factor in agent turnover
• Understaffing leads to longer wait times and greater pressure on agents
Wavenet look after some of the UK’s largest contact centres and can work with you to optimise your customer service strategy. enquiries@wavenet.co.uk wavenet.co.uk/contact-centre Let’s talk
Supplier Directory
BeCloud Solutions Ltd
BeCloud is an international company specialised in the development of innovative solutions for Cloud-based Contact Centres and Customer Experience. Our BeInContact Omnichannel AI-powered Contact Centre solution enables businesses to easily communicate with their customers across different channels such as Voice, Email, SMS, WhatsApp Business, and many others. It simplifies the performance of your Contact Centre with Artificial Intelligence and automates operations and processes with Chatbots, Voicebots, and many other features. Offer a personalised experience to your customers through native integration with leading CRMs and custom. Toll-free and regular numbers are available as well. Our solutions are scalable and secure, and they adapt to any industry. We guarantee support, continuous updates, and state-of-the-art cloud infrastructure to provide high performance in total security. Lead your company into a new era of Customer Experience!
Calabrio Ltd
07495 641
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
We are not the technology; we are the process that sits in front of it. Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or vendors. But the IT marketplace is complex, competitive and constantly evolving. The Darwin buying experience removes the stress of deadline chasing and vendor selection. You get a streamlined, fully managed procurement process that’s easier, faster and risk-free. Less time, money and effort buying the technology means more focus on finding the best fit.
DigitalWell
02037 273 351 / jason.white@digitalwell.com / digitalwell.com
Founded in 2007, DigitalWell is a market-leading provider of customer experience, business communication, and technology transformation solutions. We empower organisations to provide a superior customer experience through cutting-edge technology, expert knowledge, and innovative communication services. We serve clients across government, financial services, and commercial & retail sectors, delivering secure, seamless, and customer-centric experiences. With a global presence and clients across EMEA, North America, and Latin America, DigitalWell is committed to innovation and exceptional support, earning prestigious accolades such as Deloitte’s Technology Fast 50 Ireland and EMEA, and Deloitte Best Managed Companies Gold.
Engage Hub
07717 153 827 / simon.brennan@engagehub.com / engagehub.com
At Engage Hub, AI is at the heart of all we do. We understand your challenges and have built intelligent solutions to help you overcome them. We have extensive experience in delivering solutions for some of the world’s most successful brands, such as Sainsbury’s, Bank of Ireland, TIM, Medallia, Three Ireland and more. Our AI platform helps our clients to intuitively and effectively select the right solutions that work for their business – while delivering significant cost savings, improving operational efficiencies, eliminating bottlenecks and streamlining the CX. Agile and scalable, alongside our dedicated professional services team, Engage Hub’s solutions are quick to deploy with no need to rip and replace existing systems. Our services have been recognised by Forrester as well as Gartner. Recently, we received a recognition from our client, Sainsbury’s, for providing cutting-edge, AI-powered technology to help improve ’Customer Experience’ at their Tech Supplier Awards.
07843 352 547 / Ian.Daniels@Exponential-e.com / exponential-e.com
Exponential-e is a UK leader in Customer Experience, Connectivity, Communications, Cyber Security, and Managed IT with a unique consultative approach to delivering bespoke, fully integrated solutions that enable scalable, highperformance IT infrastructure. Our mission is to empower businesses to deliver unparalleled customer experiences. We do this through a deep understanding of customer needs and a laser focus on business outcomes and return on investment. As a trusted technology partner for more than 3,000 companies, our evolving portfolio encompasses everything from Customer experience and AI solutions to cyber security, supported by our managed IT services. Our commitment to innovation and customer satisfaction is at the forefront of our endeavours, reflected in our nine ISO accreditations and industry-leading NPS score, updated live on our website.
FM Outsource Global
07974 826 777 /
We are a UK-based customer service provider specialising in exceptional call and messaging answering. We have expert teams ready and waiting 24/7 to deal with customer enquiries on any communication channel, so you can rest assured your customer are getting the best service. Our services include answering inbound enquiries, outbound lead generation, chat bots on websites, customer emotion analysis, general customer service consultancy and much more. No matter the size of business, you can rely on us to keep our promise of ‘Serving Happiness’ to your customers.
Foundever
07890 404 776 / james.waite@foundever.com / foundever.com/en-uk
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Specifically in the UK, we deliver CX services from 13 sites, as well as offering extensive nearshore and offshore delivery options for some of the UK’s leading brands.
Freshworks UK Ltd
Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.
GameOps, Inc.
We are a seasoned customer support provider with over 15 years of experience delivering high-quality, non-voice support to global partners. Originally serving the video game industry, we’ve expanded our expertise to support IT-enabled digital-first businesses across various sectors. Our approach goes beyond traditional outsourcing—we operate as a seamless extension of your team, fully aligned with your tools, workflows, and KPIs. We specialize in chat and email support, ticket resolution, CRM management, and value-adding services like QA, reporting, and process optimization. As an independent, privately owned company, we are agile, transparent, and committed to acting in the best interest of our clients. Whether you’re scaling customer operations or seeking to improve customer satisfaction, we offer a reliable, cost-efficient solution with the flexibility to grow with your business. With us, you gain not just a vendor—but a proactive, trusted partner for all your live operations and customer experience needs. +63
Grypp
Grypp transforms contact centre conversations with visual engagement technology. By enabling agents to see the conversation through live video, co-browsing, real-time document handling, and media sharing, Grypp helps teams resolve issues faster, cut AHT by 33%, boost FCR by 42% - delivering personalised customer experiences, as if they were standing right there with the customer! Deployed in days with 100% agent adoption in just one week, Grypp helps your team see, solve, and sell in real time - enhancing CSAT by 24%, reducing errors, and driving efficiency - delivering measurable business impact! This lowers operational costs while unlocking up to 20% higher conversion rates through upselling and cross-selling. Grypp’s visually immersive technology goes beyond traditional support, enabling agents to:
• Visually guide customers through complex processes
• Share files and walk through live contracts with e-signatures
• Offer guided product selection with assisted basket builds
• Complete transactions with in-the-moment integrated payments
Hear is an AI-powered conversation intelligence platform built to amplify contact center management. By analyzing 100% of customer conversations, it delivers unrestricted insights, allowing managers to ask any business-specific question and receive instant, actionable answers—without the constraints of rigid analytics modules. More than just a reporting tool, Hear provides proactive intelligence, learning from usage patterns to surface relevant insights before you even ask. It also serves as a unified data source, replacing fragmented tools for performance tracking, compliance monitoring, and customer insights—all in one place. With an intuitive interface, Hear transforms contact center operations—boosting revenue, improving customer retention, and enhancing efficiency effortlessly. Every interaction becomes more than a task; it’s an opportunity.
Hubtype
07908 009 065 / rkochanski@hubtype.com / hubtype.com
Hubtype enables UK businesses to automate 70% of customer interactions on WhatsApp—the channel used by over 80% of UK consumers and preferred to communicate with businesses. Today’s customers expect smooth, immediate support on WhatsApp, but traditional, manual chat support is costly and ineffective at scale. While basic automation solutions handle simple, text-based FAQs and simple fixed flows, they fail to manage complex, transactional scenarios—processing insurance claims, generating quotes, booking appointments, submitting council forms, modifying travel reservations, or offering personalised product recommendations. Hubtype’s advanced conversational platform solves this challenge. We combine automation and transactional capabilities directly within WhatsApp, significantly reducing dependency on human agents and call centres. Our proprietary solution effectively automates complex tasks, covering both customer support and sales scenarios. Built for enterprise, Hubtype is fully GDPR-compliant, with no customer data shared with Meta. It’s how leading UK organisations deliver efficient, secure, and scalable messaging.
Invest North East England
Invest North East England is the strategic inward investment agency for the North East Combined Authority. We are the first point of contact for businesses looking to locate and invest in the region and provide a free package of support to help businesses, consultants and potential investors chose the right location. North East England has an unrivalled investment offer for financial, professional and business services companies. Our highly skilled workforce, low cost base, top-quality office space, academic collaboration and extensive financial support make the region one of the best locations in the UK for business services. Companies moving to the North East can access one of the UK’s most skilled and cost-effective workforces. Come and speak to the team to hear about how we can support your move to North East England.
869 671 / chris.jones@iris.audio / iris.audio
Voice Communications with IRIS Audio AI Developed in the high-octane environments of Formula 1, IRIS Clarity is now enabling clearer conversations across hundreds of contact centres globally including industry leaders like BT, Vodafone, British Gas and John Lewis. Our value to your business:
• Reduce operational cost: lower headset expenses, optimise office infrastructure, and streamline operations.
• Ensure compliance: minimise risks of breach of GDPR, Consumer Duty, and PCI DSS, and workplace health & safety regulations.
• Improve key metrics: boost sales conversions, FCR, CSAT, and ESAT.
• Strengthen inclusivity: support vulnerable and neurodiverse customers and colleagues. IRIS Clarity enhances the voice channel with superior audio quality, real-time background noise removal, and protection against overheard conversations. Available via desktop app or SDK. Hear the difference: iris.audio
07919 184 173 / william.lusted@kerv.com / kerv.com
At Kerv, we leverage the power of technology to help our customers stay ahead, providing end-to-end cloud and digital transformation solutions. Our specialist CX and contact centre practice, Kerv Experience, are an established Genesys Cloud gold platform partner. Kerv Experience’s deep expertise helps you completely personalise your digital customer experience, improve customer insights, drive a better agent experience, reduce effort with seamless integrations and automation and to deliver amazing service when it matters most. As the current Genesys UK&I Partner of the year, we help deliver exceptional CX to our customers through the deployment of cloud, digital, data and AI technologies.
Maintel
07876 741 944 / martin.armstrong@maintel.co.uk / maintel.co.uk
Maintel is a communications managed services provider. We empower our clients across the public and private sector to deliver mission critical services and achieve their workplace, service and customer experience goals. We consult on the design, deploy and manage network infrastructures, platforms and software, including our own, that keep ongoing operations running smoothly and dependably, protecting business as usual, at the same time being flexible enough to adapt. Maintel offers a comprehensive set of platforms designed to streamline your digital transformation. From application integration to infrastructure management, our solutions ensure seamless connectivity, automation, and control across your business systems. When customer, employee, the general public and regulatory expectations are ever-changing, choose Maintel. We provide progressive, solid solutions that help you succeed in a demanding, dynamic world.
Mayday
+33 620 174 156 / hugo.ramadier@getmayday.co / mayday.fr
The leading AI-driven knowledge empowerment platform trusted by 100+ customer service teams, such as EDF, Orange & Accor, to enhance productivity, improve answers’ quality and accelerate ramp up. Unlock seamless customer experiences thanks to our powerful all-in-one suite: intelligent knowledge base, dynamic FAQ and learning management system.
Merchants is a leading Customer Experience delivery company in South Africa, we have been operating for 43 years, and each year continue to deliver effective and efficient solutions for many well-known global brands. In the recent 2024 BPO industry awards, Merchants was awarded South Africa’s BPO Operator of the Year. Why customers choose us and what differentiates us from competitors? - Merchants’ heritage is in South Africa, we are the oldest Contact Centre Outsourcing organisation in SA and a trusted & reliable service provider for new entrants into the country.Merchants has the reputation and ability at attracting the best talent through our Digital Profiling Recruitment tool & Merchants Academy Skills Development for Future Leaders. - Merchants provides Cost Effective solutions with an assurance of CX delivery and Continuous Improvements through the utilization of Analytics and Insights.Merchants is SA’s Leading BPO provider across Social Impact, Transformation & Diversity
Moneypenny
03332 021 005 / samantha.jones@moneypenny.co.uk / moneypenny.com/uk
Moneypenny: Extraordinary people delivering customer service provision More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny. We hand-pick five, ten, even as many as thirty customer service agents to represent you 24/7 and deliver seamless experiences on your behalf through omnichannel provision. Working exclusively for you, they’ll log into your own systems to answer calls and emails, respond on social media, manage your live chat, process orders, take payments and more. As an extension of your brand, your dedicated engagement team will save on recruitment and employment costs, allow you to drive considerable innovation and efficiencies, and guarantee an exceptional customer experience.
• Overflow and fully outsourced omnichannel provision
• End-to-end customer journey management
• High volume customer contact resolution
• 24-hour availability and dispatching Talk to us today Let’s discuss your requirements in more detail, and together we’ll scope out your vision. 0333 202 1005 hello@moneypenny.co.uk moneypenny.co.uk
Nextiva powers over a million users and billions of interactions annually with its customer experience platform. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers. The company’s commitment to Amazing Service® and a customer-focused approach has been the cornerstone of its success. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B. Discover more at www.nextiva.com
Opus Technology
Founded in 1992, Opus Technology is the UK’s largest privately owned managed service provider. We specialise in delivering a comprehensive range of services including outsourced IT support, cyber security, telephony, contact centre solutions, business mobile services, and managed print. At Opus, we partner with leading technology providers such as Five9, 8x8, Mitel, Cirrus, Gamma, and Microsoft to deliver cutting-edge business communications and technology solutions, backed by exceptional service and ongoing support. Our mission is to help businesses succeed and grow through tailored, best-in-class technology – all supported by world-class customer care. Opus is proud to be the only Managed Service Provider to hold the prestigious Service Mark accreditation with Distinction from the Institute of Customer Service. We consistently achieve Net Promoter Scores in the 80s and have earned the Platinum Trusted Service Award from Feefo, reflecting our unwavering commitment to customer satisfaction. Learn more at opustech.co.uk 020 7046 6011 /
07584 091 280 / kirsty.ferguson@premiercx.co.uk /
Our focus is on digital transformation strategies that bring new technologies into the customer service journey to deliver proven savings that outweigh any investment using three core services: Video Managed Service Fast and effective FAQ and training videos with a quick turnaround at a competitive price. With up to 60% increases in selfserve and 30% call volume reduction, video should be a key tool for most businesses. WhatsApp Managed Service WhatsApp is the only channel increased use for UK call centres, up from 19.1% in 2023 to 21.5% in 2024, and offers op to 54% gains in agent productivity and 33% reductions in call volumes. We will help you to successfully launch a WhatsApp service to delight your customers. Audio Managed Service Good IVR design and audio can increase self-service by up to 40%, ID&V success rates by up to 27% and reduce call backs by up to 80%.
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape.
Digital transformation strategies that deliver proven savings and benefits
Audio Managed Service
Real or AI voice for IVR. Increase selfservice, ID&V success rates and reduce call backs.
Video Managed Service
Fast & effective FAQ and Training videos with a quick turnaround at a competitive price.
WhatsApp Managed Service
Successfully launch a WhatsApp service to delight your customers whilst increasing agent productivity.
Simply Contact
Simply Contact is Europe’s leading customer service outsourcing provider, delivering personalised solutions to global brands and building strong partnerships. With 600+ agents and 11+ years of experience, we stand out through: 1 — Operational efficiency: Thanks to optimised pricing, smart resource allocation, and a range of AI-powered tools streamlining our workflows, we provide cost-effective solutions without compromising quality. 2 — European talent: Our team is highly educated, multilingual, and deeply aligned with Western markets and cultures. 3 — Industry expertise: Depending on the project needs, we bring in agents with relevant industry experience, project managers with a background in the sector, or expert consultants from our advisory board to ensure deep industry alignment. 07495 681 537 /
Synthflow
513 237 183 / paul@synthflow.ai /
Deploy Customer Support Voice AI Agents in Weeks, Not in ∞ Months for as Low as £0.06 per Minute With Synthflow. Synthflow enables you to deliver human-like conversations to your customers with ultra-low latency under 500ms, powered by a dedicated team of AI experts. We combine enterprise-grade performance with unmatched speed and simplicity at just £0.06 per minute. Perfect for high-volume teams that need fast, flexible automation—without the enterprise overhead.
The Knowledge Group (tkg)
The Knowledge Group (tkg) is a fresh thinking advisory and sourcing firm, helping organisations access nextgeneration outsourcing services. We combine cutting-edge AI-driven tools, an expert network, and a global marketplace of service providers to help you source and manage your business services quickly and efficiently, without compromising on quality. With a strong track record supporting major UK brands across both private and public sectors, we work in close partnership with you to achieve your business goals. Whether you’re sourcing new suppliers, benchmarking your costs, or optimising your BPO, tech, or business services spend, we provide actionable insights and connect you with the right partners. Let’s talk about how we can help you streamline operations, reduce costs, and exceed your objectives.
Verint
01932
Verint® is a leader in customer experience (CX) automation. The world’s most iconic brands—including more than 80 of the Fortune 100 companies—use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise. With Verint, organisations can meet the challenges posed by continued growth in the number of customer interactions and higher customer expectations for elevated CX. Since hiring more workers and increasing workforce expenses are not a sustainable solution, organisations are looking for AI-powered platforms to help them drive CX automation to achieve their strategic objectives and realise significant ROI. Using the Verint Open Platform, organisations can handle more interactions with better quality without increasing the size of their human workforce. Our AI-powered platform helps them increase CX automation across all touchpoints with their customers, including the contact center, back office, branch, web sites, and mobile apps.
Wavenet
Users are increasingly seeking prompt, personalised and efficient support across various communication channels. Wavenet contact centre services can help organisations meet these expectations by providing multi-channel support, agent enablement, quick issue resolution, and a tailored customer experience.- Multi-channel communicationCustomer relationship management (CRM) integration- Performance monitoring and analytics- Interactive voice response (IVR) systems- Quality assurance and training- PCI DSS compliance- Inicio, specialist AI-driven affordability capture- Interactive voice assistant (IVA)Wavenet look after some of the UK’s biggest contact centres, including the DVLA, The FA and NHS 111. We’re delighted to be joined at the Contact Centre & Customer Services Summit by our partners at Content Guru. 01213
With 55+ apps in nearly every major business category, including sales, marketing, customer support, BI and analytics, accounting and back office operations, productivity and collaboration, Zoho Corporation is one of the world’s most prolific software companies serving customers from small businesses to large corporations. Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide. Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
22nd October 2025
Hilton London Canary Wharf
A bespoke meeting & networking event
Networking: Connect with senior industry professionals
Supplier Meetings: Meet key suppliers and explore new solutions
Educational Seminars: Gain insights from leading experts
Full Hospitality: Enjoy a delicious lunch, refreshments, and a comfortable, inviting setting.