CONTACT CENTRE & CUSTOMER SERVICES
8TH & 9TH SEPTEMBER 2025
THE MANCHESTER DEANSGATE HOTEL
YOUR GLOBAL TALENT & TECH PARTNER
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!
Our Partners 4
Seminars
Itinerary 6 14 ‘Training & Development: Top tips for coaching tomorrow’s contact centre leaders’
‘ Knowledge Management: Capturing and curating frontline insights in real time ’ 8 16 Delegates
Follow us on socials
@forumeventsltd #FEContactCentreSummit
‘ Virtual Contact Centre: How to balance flexibility with compliance as part of the remote model ’
20 Dates for your Diary
Supplier Directory
@forumevents #forumevents
Contact Centre and Customer Services Summit
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
08.45 - 09.30
Opening Presentation
‘ The Power of Whatsapp Automation in the Contact Centre’
Gareth Bray
Premier CX
Deansgate 3
09.40 - 10.25
Seminar
‘Next-Level CX: Powered by Human Intuition and AI Insight ’
Andrew Lilley Wavenet
Deansgate 3
10.30 - 13.05
Face to Face Meetings
Deansgate 1&2
13.05 - 14.05
Networking Buffet Lunch
Podium Restaurant
14.05 - 16.40
Face to Face Meetings
Deansgate 1&2
16.45 - 17.30
Seminar
‘Customer Service: Navigating
Vulnerable Callers’
Emma Campbell
Inspirational Speaker
Deansgate 3
19.30 - 20.00
Pre Dinner Drinks
Deansgate Foyer
20.00 - 23.00
Evening Dinner
Deansgate 3
TUESDAY
07.30 - 08.45
Breakfast Podium Restaurant
09.00 - 09.45
Seminar
‘Conflict in the Workplace… Problem or Opportunity ’
Gerard Dunn
Deansgate 3
09.50 - 12.55
Face to Face Meetings
Deansgate 1&2
12.55 - 13.55
Networking Buffet Lunch
Podium Restaurant
Brilliant EXPERIENCES
Your trusted Expert Services Partner. We use contact centre, AI, and data insights to help you create brilliant customer experiences every time. It’s all about getting to know your customers better and making their interactions with you smooth and memorable. Your AMBITION, our EXPERTISE.
Get in touch
Knowledge Management: Capturing and curating frontline insights in real time
The most effective contact centres aren’t just managing knowledge, they’re creating it. As customer needs evolve faster than ever and product ecosystems grow increasingly complex, frontline agents have become a critical source of insight. Progressive organisations are now harnessing this real-time intelligence by empowering agents to generate, refine, and feed back into their knowledge management (KM) systems.
Historically, knowledge bases were owned and updated by centralised content or training teams, resulting in well-structured, but often outdated, information. This model no longer keeps pace with change. From unexpected customer queries to new system quirks or policy workarounds, agents encounter, and solve, problems daily that never make it into the official knowledge bank.
By allowing agents to contribute their expertise directly, contact centres are making KM systems more dynamic, relevant, and actionable. This approach doesn’t just benefit the wider team, it drives measurable improvements in first contact resolution, average handling time, and customer satisfaction.
How It Works
Leading KM platforms now support agent-authored content, with intuitive interfaces for submitting quick updates, flagging outdated articles, or suggesting new entries. Submissions typically pass through approval workflows managed by team leads or subject matter experts to ensure accuracy and compliance.
Some systems also include feedback and rating tools, enabling agents to vote on the usefulness of existing content or comment on gaps. AI-powered analytics can then surface trends, identifying which articles need improvement or which types of queries lack supporting documentation.
Benefits Beyond Efficiency
Agent-generated knowledge not only enhances operational performance but also boosts engagement and morale. Agents feel valued as contributors, not just consumers, of knowledge. This can be particularly powerful in hybrid or remote environments, where creating a shared sense of purpose and community is key.
It also supports faster onboarding and upskilling, as new hires gain access to peer insights and real-
world examples, not just scripted guidance. For regulated industries, capturing frontline adaptations also helps compliance and audit teams understand how policies are interpreted in practice.
Best Practice Tips
Build a culture of contribution: recognise and reward agents for high-quality submissions. Use clear templates to guide input and maintain consistency. Ensure updates are reviewed promptly to maintain trust in the system.
Combine agent insights with analytics and customer feedback to keep knowledge continuously improving.
In a world where agility, accuracy, and customer trust are nonnegotiable, agent-generated knowledge is essential. The smartest contact centres are tapping into their greatest asset: the collective expertise of their frontline teams.
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MONDAY 8TH SEPTEMBER
08.45 – 09.30
Gareth Bray Business Development Director Premier CX
“ The
Power of WhatsApp Automation in the Contact Centre”
Case examples of how WhatsApp automation and integration can be used to:
• Deflect calls
• Decrease average handling time
• Increase Agent productivity and
• Increase CSAT
• Augment hiring practices
Gareth Bray is a recognised industry leader in conversational commerce and enterprise messaging strategy. As Meta’s third employee in Europe focused on the WhatsApp Business Platform, he was instrumental in architecting the platform’s strategy, building the partner ecosystem, and launching its go-to-market approach across EMEA - growing the business from inception to a multi-million-dollar operation.
Over the years, Gareth has advised C-level stakeholders on some of the most complex and high-impact WhatsApp implementations worldwide. His deep expertise spans both the technology stack and the operational realities of deploying messaging at scale.
At Premier CX, Gareth acts as a strategic advisor to global communication centres, helping them leverage best-in-class technologies and proven frameworks to transform customer engagement through the WhatsApp platform.
09.40 – 10.25
Andrew Lilley Senior Director, Sales Engineering EMEA Wavenet
“Next-Level CX: Powered by Human Intuition and AI Insight”
Andrew will discuss how to address that Customer expectations are rising while service volumes surge.
• Contact centre leaders must deliver: faster resolutions, smarter operations, more human, empathetic experiences—at scale
• Discover how to bridge fragmented systems through seamless human-AI collaboration
• Explore how leading organisations are: boosting agent productivity, enhancing analytics, automating intelligently—without losing the human touch
Andrew Lilley has over 30 years of experience in cloud computing, contact centre, telephony and security industries. His broad technical experience and strong commercial, sales, strategy and leadership skills have equipped him with the skills and passion to identify communication solutions that will prepare businesses for the challenges ahead.
16.45 - 17.30
Emma Campbell Inspirational Speaker
MONDAY 8TH SEPTEMBER
“ The Vulnerable Caller – Be Calm in Someone’s Chaos”
The FCA defines a vulnerable customer as “someone whose personal circumstances make them especially susceptible to harm, particularly when a firm is not acting with appropriate care”. Emma Campbell is a long term cancer survivor and shares her story and her experiences of the do’s and don’ts for talking to Vulnerable Customers.
• What is a vulnerable customer?
• Learn to understand how the person feels on the end of the line
• The importance of tone and presence
• The correct use of language
• What not to do on a call with a vulnerable customer.
Emma Campbell is an author and podcast host known on Instagram as Limitless Em and a speaker on resilience, overcoming adversity and the menopause.
Emma has over 66,000 followers on Instagram where she shares aspects of the incredible journey she’s been on as a long term cancer survivor, single mumof teenage triplets and so much more. Emma’s first book ‘All That Followed – a story of cancer, kids and the fear of leaving too soon’ was published by Mirror Books in October 2018 and her podcast “Open with Emma Campbell” launched at the beginning of 2023.
TV and Radio appearances include Lorraine, BBC Breakfast, Panorama, BBC Radio London and 5 Live.
Emma Campbell has also completed two Virgin London Marathons, the Great South Run, the Vitality 10K, takes part in CRUK’s Race for Life every year and has a media place in the 2025 Virgin London Marathon where she’ll be running as part of Team Bowelbabe, raising vital funds for cancer research.
Seminars
TUESDAY 9TH SEPTEMBER
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’
More omnichannel support. Less “ummm… hold on a sec.”
TRAINING & DEVELOPMENT MONTH: Top tips for coaching tomorrow’s contact centre leaders
Senior contact centre professionals attending the Contact Centre & Customer Services Summit aren’t just managing KPIs: they’re navigating AI integration, remote workforces, regulatory changes, and heightened customer expectations. To thrive in this environment, organisations must proactively develop the next generation of leaders through structured coaching and development programmes…
From Team Leads to Strategic Thinkers
Traditionally, high-performing agents were promoted into supervisory roles, often without formal management training. While operational experience remains essential, the modern contact centre leader also needs strong people skills, digital fluency, and a strategic mindset. The best development programmes are therefore designed to help emerging leaders transition from tactical task managers to empathetic, data-literate, and change-ready professionals.
Programmes now commonly include modules on emotional intelligence, performance coaching, operational analytics, and agile project management. This prepares future leaders to engage teams effectively, interpret real-time metrics, and
lead transformation projects across physical and virtual environments.
Mentorship and Peer Learning
One trend gaining traction is the use of mentoring networks. Senior managers are paired with rising stars for regular check-ins, shadowing opportunities, and goal-setting discussions. These relationships help bridge knowledge gaps and foster a culture of learning and support.
Peer learning also plays a growing role. Cohort-based programmes bring together aspiring leaders from different functions or geographies to share challenges, solve problems, and build cross-site relationships, skills that are essential for leading hybrid or decentralised teams.
Blending Tech with Human Touch
Development tools are also getting smarter. Learning management systems (LMS) integrated with performance dashboards allow HR and training teams to tailor learning journeys based on real-time performance data. AI-powered platforms can even suggest personalised development resources based on observed coaching gaps or leadership competencies.
Importantly, training now blends digital delivery with live coaching. On-demand video courses are used
alongside in-person workshops, leadership retreats, and scenariobased roleplay. This hybrid model allows for scalable, flexible learning without sacrificing depth or engagement.
Embedding Leadership as a Culture
Perhaps the biggest shift is cultural. Forward-thinking contact centres now view leadership development not as a reward, but as a responsibility. By embedding coaching into everyday practice, through regular feedback loops, 1:1s, and microlearning, organisations build resilient, adaptive teams from the ground up.
In an industry where human connection remains paramount, well-trained, empathetic leaders are critical. By investing in tomorrow’s managers today, contact centres can future-proof their workforce and elevate their role as strategic customer experience hubs.
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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.
Delegates
Activate Group
Axis Europe
Barclays
Besque
Birkdale Sales Ltd
Blackcircles
British Airways
BT
Cadent Gas Limited
Clarion Housing
Domestic and General
easyJet
EDF Energy
EE
Empower Youth Zone
Experian
Financial Ombudsman Service
Footasylum
Futures Housing Group
GNetwork
IAG
Iamproperty
ITV
Kraft Heinz
Lloyds Banking Group
Magenta Living
National Car Parks
Neve Jewels ltd
OONI
Openreach Limited
Operations Team Manager
Head of Customer Operations
Contact Centre Manager
Head of Customer Services
Senior Operations Manager
Technical Manager
Head of Customer Service
Head of Customer Experience
Head of Customer Experience
Customer Care Team Manager
Customer Experience Strategy Mananger
Contact Centre Sales Specialist
Customer Centre Team Manager
Head of Customer Centre Operations
Change Delivery Manager
Operations Manager
Head of Service Excellence
Senior Procurement and Contract Specialist
Digital Product Owner - Knowledge
Customer Service Manager
Complaint Contact Centre Manager
Customer Director
Head of Contact Centre
Customer Service Manager
Customer Services Team Coach
Head Of Customer Service
Customer Service, Airports Safety, Security and
Compliance Transformation Manager
Workforce Planning Specialist
Ops Support & Improvement Manager
CS Manager
Head of Global FSQ Customer & Consumer Management
Customer Services Team Manager
Customer Voice Lead
Senior Customer Satisfaction Manager
Customer Service Manager
Senior Operations Manager
General Manager, Customer Service
Perch Group
Prestige Gifting Ltd
Progress Lifeline
Qure Skincare
Redbridge Council
Sainsburys
Scopely
UrbanChain
Walsall Housing Group (whg)
Wayfair
We Are Group
WWF-UK
Delegates
Operations Director
Head of Customer Service
Service Delivery Manager Alarm Response Centre
Head of Customer Success
Head of Customer Service
Group Product Manager
Project Manager
Senior Project Manager
Head of Customer Operations
Customer Service Operations Manager
Head of CX
Contact Centre Manager
Head of Supporter Operations and Customer Experience
Virtual Contact Centre: How to balance flexibility with compliance as part of the remote model
Customer service leaders are being challenged to rethink how they manage compliance, data security, and quality assurance beyond the traditional office perimeter. While the flexibility of virtual operations brings operational and cost efficiencies, it also raises the stakes in protecting sensitive customer data and maintaining service quality…
At the heart of this shift is the need to secure a highly decentralised workforce without compromising speed, accessibility, or user experience. For most organisations, that begins with robust authentication protocols. Multifactor authentication (MFA) remains a baseline requirement, but many contact centres are now adopting smart biometric and behavioural authentication, which verify not only credentials, but also user location, typing cadence, and device fingerprinting to reduce the risk of impersonation and insider fraud.
Encryption plays an equally vital role. Modern remote contact centres rely heavily on end-to-end encrypted communication channels, not just for voice calls, but for chat, screen sharing, and internal messaging systems. Cloud-based platforms that integrate secure storage and real-time encryption have become
essential for ensuring GDPR compliance, particularly when agents are handling personally identifiable information (PII) from home or shared locations.
AI-driven quality assurance (QA) has also emerged as a powerful tool for securing and improving remote operations. Rather than relying solely on random call sampling, organisations are deploying natural language processing (NLP) and sentiment analysis to monitor 100% of interactions, flagging potential compliance risks, escalations, or training needs in real-time. This not only helps protect customers but also supports agent development in a more targeted, data-led way.
To strengthen fraud prevention in virtual contact centres, many firms are turning to real-time fraud detection systems that analyse behavioural anomalies during live interactions. For instance, if an agent deviates from a standard workflow or accesses customer data at unusual hours, the system can alert supervisors or restrict access automatically.
Ensuring accountability in remote teams also hinges on secure workforce management tools. Features such as keystroke logging, screen recording (with consent), and dynamic access controls help
managers oversee agent activity without micromanaging, striking a balance between trust and security.
Ultimately, securing the virtual edge requires a layered, integrated strategy. It’s not enough to replicate office-based systems in remote environments; security must be re-engineered with decentralisation in mind. By investing in smart authentication, encrypted infrastructure, and AI-led compliance monitoring, contact centre leaders can deliver the flexibility today’s workforce demands, without sacrificing the trust customers expect.
As virtual contact centres continue to scale, those who build security into their foundations will be best positioned to lead the customer experience landscape of tomorrow.
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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
Dates for your Diary
22nd October 2025
Hilton London Canary Wharf
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5th February 2026
Hilton London Canary Wharf
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5th February 2026
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9th July 2026
Hilton London Canary Wharf
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CONTACT CENTRE & CUSTOMER SERVICES
6th & 7th May 2026
Radisson Hotel & Conference Centre, Heathrow
14th & 15th September 2026
The Manchester Deansgate Hotel
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Cut Costs, Calls & Contact
High Impact, Low Lift Videos
From onboarding to troubleshooting, we create high-performing videos with little effort required from you. Improve your CSAT, first-contact resolution and reduce need for agent involvement. Unlimited updates and changes available for multi-year contracts at a low cost to you!
Meet Customers Where They Are
We create a complete end-to-end solution with WhatsApp, with automated workflows, prompting self-service to reduce agent workloads, lead by one of the only WhatsApp experts in the UK! It’s not just a software, it’s a service!
Supplier Directory
Calabrio’s award winning workforce engagement management (WEM) suite is trusted by organisations across the world to improve the performance and cost efficiency of their contact centres. Calabrio ONE unites workforce management (WFM), Automated Quality Management, and Interaction Analytics into a cloud-native, fully integrated suite with AI at its core. Calabrio ONE helps enrich and understand human interactions, delivering business outcomes by optimising every customer interaction. Our customers utilise Calabrio solutions to maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching.
Capita
00353 858 731 442 /
Capita is one of Europe’s leading business process outsourcing providers. We provide transformational customer experience management services that are driven by data, enabled by technology, powered by people. Blending cutting-edge AI and automation with deep operational expertise to create agile, intelligent, and customerfocused contact centre solutions. With a strong tech partner ecosystem and a legacy of delivering complex change, Capita’s ability to embed innovation meaningfully, drives efficiency, growth, and customer satisfaction across more than 100 million customer interactions annually.
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
07740 598 916 / jason.white@digitalwell.com /
DigitalWell is a provider of enterprise communications, technology transformation and consultancy services, enabling clients and their teams to unlock superior customer and employee experiences that drive growth. In May 2022, DigitalWell rebranded from WellTel to consolidate and rationalise our talent and expertise, together with the product and service portfolios gained from ten strategic acquisitions since 2017. Headquartered in Dublin, DigitalWell operates in over 63 countries and serves more than 3,000 clients across diverse public and private sector industries in a rapidly expanding European and global client base. With over 230 employees, we remain a strategic partner to our clients, delivering a bespoke range of solutions and platforms that dramatically enhance business connectivity and communications, including customer service, unified communications (UC) and voice services. Find out more about what we do at www.digitalwell.com
Emerging Global Services
+16 023 128 900 / steve@emergingglobal.com / emergingglobal.com
Emerging Global Services (EGS) - Where AI-Power Meets Human Expertise EGS believes the best customer experiences happen when cutting-edge AI works hand-in-hand with experienced human agents. For over 10 years, we’ve been perfecting this hybrid approach across travel, healthcare, software, banking, education, and insurance. How We’re Different Our AI tackles the routine stuff, like answering FAQs, processing requests, and filling forms, while our human agents handle complex conversations that need a personal touch. The real magic happens when our people continuously train and fine-tune the AI, creating a system that gets smarter every day. What This Means for You Your customers get faster responses without sacrificing that human connection. You get reduced costs without compromising quality. And you get a partner that actually cares about making your brand look good, because authentic, empathetic customer service builds lasting relationships. Ready to see what happens when AI and human expertise work together?
Expand Holding
+23 052 548 412 / noe.teyssedre@expand-technology.com / expandholding.com
Expand helps fast-growing companies build agile, high-performing teams. We specialise in recruitment and Business Process Outsourcing (BPO) services for customer support, technical support, or back-office operations. International clients trust us to source and manage reliable talent across time zones and languages — so they can stay focused on growth. Based in Mauritius with a strong presence in Europe, we combine operational excellence, cost-efficiency, and a human-first approach to deliver long-term value. Whether you need a few dedicated agents or a full offshore team, we tailor flexible solutions to your business goals. We also operate an in-house software development department and provide custom solutions in IT development and electronic payment services. Let’s meet and explore how we can support your customer experience strategy.
Exponential-e
01919 175 780 / Gary.Witheat@Exponential-e.com / exponential-e.com
Exponential-e, in partnership with Five9, 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, high-performance 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.
Fortay Connect
01615 042 292 / mark@fortayconnect.com / fortayconnect.com
Fortay Connect empowers organisations to redefine customer and agent experience using intelligent communications, advanced analytics and AI-driven tools. Clients benefit from our independent, UK-based consultants delivering technology-agnostic guidance, that maximises the value of every CX investment. We bring data-driven clarity, agility, and measurable impact to every project. At Fortay we don’t only solve today’s pain points but we future-proof your CX strategies with confidence, making every customer and agent interaction count. Our expertise cuts through complexity, enabling effortless automation of surveys, smarter coaching, self-service innovation, and actionable insights enabling you to transform operations, leverage consumer feedback, improve performance, and solve business problems. Our services are end to end, supporting you where you need it. From platform selection to migration and continuous optimisation, we ensure resilient, future-ready solutions. Trusted with over 100 of the UKs more ambitious organisations, we derisk your technology decisions. Look forward to meeting you, Harriet @ Fortay
07890 404 776 / james.waite@foundever.com / foundever.com/en-uk Foundever
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
07495 979 331 / jack.gaylor@freshworks.com / freshworks.com
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 73,000 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. For the latest company news and customer stories, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.
Grypp
07904 604 984 / rudi.scout@grypp.io / grypp.io
Grypp transforms contact centre conversations with visual engagement technology - helping teams Unite through Sight. By enabling agents to see the conversation via live video, co-browsing, real-time document handling, and media sharing, Grypp helps resolve issues faster, cut AHT by 33%, and double FCR… delivering personalised experiences as if face-to-face. Deployed in days with 100% agent adoption in one week, Grypp empowers teams to see, solve, and sell in real time - driving a 95% boost in CSAT, cutting errors and engineer callouts, and reducing operational costs. Smarter upselling and cross-selling unlock up to 20% higher conversion rates. With Grypp, agents can:
• Visually guide customers through complex processes
• Share files, verify ID, and walk through live contracts with digital and e-signatures
• Provide guided product selection and assisted basket builds
• Complete transactions with integrated payments Unite through Sight. Resolve faster. Convert more. Create exceptional experiences.
Interact Contact Centres
07946 351 340 / simma.kularatna@interactcc.com / interactcc.com
Interact Contact Centres is a multi-award-winning customer experience outsourcer. Established in 2011, we are one of the UK’s leading contact centre partners, providing customer service and support, digital messaging, chat, sales, retention, and loyalty programmes. We operate from Wigan, Richmond upon Thames, Nelson Mandela Bay in South Africa, and our homeworking team. In 2023 Interact became the first UK Employee-Owned contact centre outsourcer. This ensures success is shared and strengthens our people-centric culture. Recognised for both results and culture, Interact was named Gold Learning & Development Team in 2025, Gold Best Contact Centre Culture (Large) in 2024 and Gold Outsourced Contact Centre of the Year in 2023 at both the UK National and Northern awards. We invest in our people and technology, blending skilled Advisors with the power of AI to create a balanced combination of human insight and intelligent tools, helping us deliver multi-award-winning customer experiences for our clients.
Kerv
07881 432 799 / graham.segers@kerv.com / kerv.com
Kerv is an established Genesys elite partner, and the longest standing Genesys Cloud partner in EMEA with the most deployments. Our deep expertise on Genesys Cloud helps you completely personalise your customer experience, improve customer insights, reduce effort with seamless integrations and AI automation and to deliver amazing service when it matters most. Through our 24/7 support services and Customer Success practice we are focused on our customers getting the greatest benefit from their Genesys Cloud investment. As your business and priorities change, and as the technology evolves, Kerv is here to help join the dots for both your CX and EX. We are extremely proud of our 99% CSAT score from our customers following their Genesys Cloud deployment. Our customers include Atom Bank, PureGym, Somerset Council, Skipton Building Society, UCL and Walsall Council.
MGI Learning
07979 540 960 / sarah@mgilearning.com / mgilearning.com
At MGI Learning, we work closely with organisations worldwide to build high-performing, customer-focused cultures where teams deliver excellent service and build positive, high-trust relationships. With over 25 years of experience across sectors including retail, finance, hospitality, travel, manufacturing, healthcare and social housing, we design practical, psychologically grounded learning journeys that fit seamlessly into busy operational environments, giving people the skills and confidence to meet any service challenge. Our programmes are operationally effective and designed to make learning stick. We offer in-person events, immersive video-based digital learning, blended programmes and train-the-trainer pathways – all supported by structured embedding activities for long-term impact. Specialisms include Customer Service Excellence, Complaint Handling, Management Development, Resilience and Confident Conversations. At the heart of our approach is our proven Mindset, Language & Actions Toolkit, delivering measurable improvements in satisfaction, engagement, performance and results. We work side-by-side with organisations to achieve people-centred transformation and lasting, meaningful change.
Moneypenny
03332 021 005 / samantha.jones@moneypenny.co.uk / moneypenny.com/uk
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 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 Let’s discuss your requirements in more detail, together we’ll scope out your vision.
02037 406 725 / rob.bacon@nfon.com / nfon.com/gb
NFON is a leading provider of cloud-based business communication solutions. Our flagship product, Contact Center Hub, takes customer experience to the next level — all in the cloud, all in one place. More than just calls; CCHub is voice, email, webchat, and social media, all from your browser, wherever you are. CCHub slots right into your CRM and everyday tools, giving teams the insights and automation they need to deliver brilliant customer experiences. It also brings AI-powered chatbots, voicebots, and mailbots into the mix, helping businesses handle enquiries faster, reduce workload for agents, and give customers instant, around-the-clock support. We work with you to design solutions that remove barriers, adapt to change, and create the agility needed to outperform competitors. Whether scaling to meet demand, delivering seamless customer journeys, or unlocking new revenue opportunities, NFON ensures your strategy delivers measurable results.For more information, please visit the NFON website.
Opus Tech
00800 473 537 / r.morgan@opustech.co.uk / opustech.co.uk
Founded in 1992, Opus Technology is the UK’s largest independently owned managed service provider supporting organisations nationwide across both the public and private sectors. As a specialist contact centre solutions provider, we partner only with leading vendors and remain technology-agnostic, ensuring every client receives solutions tailored to their unique needs. Our expertise spans contact centre, unified communications, managed IT, cybersecurity, mobile, IoT, and document services. Partnering with Five9, 8×8, Gamma, Microsoft and Cirrus, we deliver unrivalled technology, communications and ongoing support. Opus is also the only UK MSP awarded the Institute of Customer Service ServiceMark accreditation with distinction for exceptional customer service.
Premier CX
07584 091 280 / kirsty.ferguson@premiercx.co.uk / premiercx.co.uk
Premier CX is a leading customer experience centre of excellence, specialising in WhatsApp, Video, and Audio Managed services. We empower organisations to transform their digital strategies, delivering measurable cost savings while boosting performance and accelerating key business goals. With more than two decades of expertise in contact centres and partnerships spanning over 150 centres worldwide (across the private, public, and third sectors) we bring deep, UK-based knowledge to every client engagement. Our services harness the power of agentic AI and smart selfserve design to redefine how customers interact with your brand. Whether your priority is reducing costs and call volumes, enhancing self-service capabilities, or creating memorable customer experiences, we deliver scalable, results-driven solutions tailored to your needs. At Premier CX, we don’t just improve customer journeys - we transform them into strategic assets that drive long-term value.
Puzzel
07514 316 776 / jack.brown@puzzel.com / puzzel.com
Puzzel is a leading European provider of AI-powered customer experience (CX) solutions for mid-to-large organisations. Our unified CX ecosystem combines intelligent automation with human empathy, empowering contact centres to manage interactions, boost agent effectiveness, and deliver personalised support—reducing operational costs, driving customer satisfaction, and enabling teams to do more with less.
07944 970 690 / nathan@resolvable.com /
Resolvable combines AI agents (bots) with expert human agents (outsourcing), all work is validated by a quality assurance platform (QA). A complete hybrid end-to-end solution. FREE trial our suite of solutions, they work separately or together: (1) Robo: AI chatbot – handles common inquiries and back-office tasks instantly, works 24/7 and hands-off to a human when required. (2) Team: Customer service outsourcing (offshore/onshore) – qualityobsessed agents who deliver empathetic, accurate support across channels, stepping in when the AI bot can’t resolve. (3) Profile: AI Quality Assurance – 100% of all conversations quality checked. Identify people and process issues. Generate positive online reviews from customers. Whether you’re looking to reduce costs, scale operations, or improve customer satisfaction, Resolvable helps you get there, without compromising on quality. Enterprise-grade security built in, we are GDPR compliant and certified to ISO 27001 (information security), ISO 9001 (quality management), and ISO 22301 (business continuity).
Sabio
Sabio Group is an expert services partner specialising in digital CX transformation. Sabio uses contact centre, AI, and data insights to help create brilliant customer experiences, enabling you to get to know your customers better and making their interactions smooth and memorable. Established as a consultancy-led authority in the European contact centre industry, helping organisations navigate the increasingly complex CX landscape, Sabio’s comprehensive solutions, services and consultancy expertise blend seamlessly to empower organisations to deliver exceptional customer and employee experiences. Our distinctive approach leverages knowledge and technology alongside strategic partnerships with world-class technology leaders. This powerful combination enables Sabio’s clients to optimise customer journeys by making informed decisions across multiple contact channels. With deep specialisation in contact centre infrastructure, artificial intelligence, and data insight solutions, Sabio has earned the trust of European and global brands, guiding them through their most challenging customer experience transformations with expertise.
Simply Thank You
We’ve played our part in helping provide millions of smiles. For over 30 years, Simply Thank You has partnered with some of the UK’s leading brands to strengthen customer relationships and retain top talent through gifting and engagement solutions. From acquisition schemes, loyalty programs and recovery gifts to reward & recognition solutions, we offer everything you need to elevate your brand and strengthen relationships with the people that matter most – your customers and employees. Our clients are at the heart of everything we do – from designing bespoke ordering platforms in-line with your brand, to delivering beautifully wrapped physical gifts in your company branding. From our 32,000 sqft headquarters in the North East, we curate and distribute both digital and physical gifts, ensuring every interaction leaves a lasting impression. Whether you’re saying thank you, rebuilding trust or celebrating loyalty, we help turn everyday moments into opportunities to impress.
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent orchestration that scales across service, sales, and support. At the core of CXA is the Talkdesk Data Cloud, which unifies structured and unstructured data—from CRMs, tickets, transcripts, and notes—into real-time, contextual knowledge. This enables AI agents to act with precision, resolve complex issues, and improve over time. CXA supports both cross-industry workflows and vertical-specific use cases in healthcare, financial services, retail, utilities, travel, and government. With prebuilt agents, and continuous automation cycle—Discover, Build, Orchestrate, Measure—Talkdesk delivers rapid time-to-value and long-term impact. Enterprises can modernise operations, reduce cost-to-serve, and drive sustainable growth—without needing a full rip-and-replace. Trusted by global brands, Talkdesk is transforming how the world delivers customer experience.
The DDC Group
07899 841 144 / sarah.hunt@theddcgroup.com / theddcgroup.com
The DDC Group is a Business Process Management (BPM) company serving clients in the shipping and logistics, energy and utilities, banking and finance, retail and e-commerce, healthcare, and insurance industries. Through a combination of advanced technologies that leverage artificial intelligence, data and insights, and specialized domain expertise, The DDC Group partners with clients to help optimize business operations and achieve desired business outcomes.
Verint
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 Verint Open Platform and our team of AI-powered bots to achieve AI Business Outcomes, Now™ across the enterprise. With Verint, organizations 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 sustainable, organizations need AI-powered platforms to help them drive CX Automation to achieve their strategic objectives and quickly realize significant ROI. Using Verint Open Platform, organizations 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
03330 157 591 / ebi.higson@wavenet.co.uk
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.
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.
5th February 2026
Hilton Canary Wharf HELD TWICE YEARLY
9th July 2026
Hilton Canary Wharf
