Contact Centre & Customer Services Summit May Guide
Headline Sponsor
We’re delighted that you have chosen to join us at the Contact Centre & 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
6
Our Partners
10 Seminars
18
‘Analytics: Using analytics in the contact centre without creating a surveillance culture ’
8
14 ‘ Technology Month: Building secure, scalable contact centre infrastructure for public sector teams ’
24 Itinerary
‘ Technology Month: Real-time decisioning through personalisation, next-best action and proactive service ’
16 Delegates
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20
Dates for your Diary
Supplier Directory
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Contact Centre and Customer Services Summit
For more information about our event, contact:
Gayle Buckland - Senior Event Sales Manager on 01992 374065 or g.buckland @forumevents.co.uk
Lucia Alio - Portfolio Delegate Manager on 01992 374068 or L.Alio@forumevents.co.uk
Our Partners
Headline Sponsor
Partners & Supporters
Itinerary
WEDNESDAY
08.45 - 09.30
Opening Interactive Panel
‘Choosing the Right AI Partner for the Contact Centre: A Practical Buyer’s Playbook’
Hosted by: AB Anubhav Mohanty (Callbotics), and Joined by:
Rachael Abitogun (Wio Bank PJSC), Rajab Khalid (International Cineworld, CCI) & Chris Brown (Cappagh Browne Utilities Ltd)
Atlantis Suite
09.40 - 10.25
Seminar
‘ The New Operating Reality – How We Harness True Value in an AI World’
Ed Winfield (Wavenet)
Atlantis Suite
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
‘From Zero to One with AI in Customer Service’
Jack Barmby (Gnatta)
Atlantis Suite
19.30 - 20.00
Pre Dinner Drinks
Pre Function Suite
20.00 - 20.10
Pre Dinner Talk
‘From Promise to Practice: A New Era for the Contact Centre’
Leigh Hopwood (CCMA)
Pre Function Suite
20.10 - 23.00
Evening Dinner
Pre Function Suite
THURSDAY
07.30 - 08.45
Breakfast
RBG Restaurant
09.00 - 09.45
Seminar
‘How to Start, Grow, and Save with Whatsapp’
Gareth Bray (Premier CX)
Atlantis Suite
09.50 - 12.55
Face to Face Meetings
Discovery Suite
12.55 - 13.55
Networking Buffet Lunch
RBG Restaurant
TECHNOLOGY MONTH: Real-time decisioning through personalisation, next-best action and proactive service
Utilities providers are under growing pressure to deliver better customer experiences while managing rising costs, regulatory expectations and increasing service complexity. In response, many organisations are turning to real-time decisioning technologies to transform how they engage with customers across both inbound and outbound channels. The combination of data integration, advanced analytics and automation is enabling utilities to move beyond reactive service models towards proactive, personalised customer engagement…
From reactive service to proactive engagement
Traditionally, customer interactions in the utilities sector have been driven by problems (billing queries, service interruptions or complaints). Real-time decisioning is changing that dynamic.
By analysing customer data, account history, usage patterns and external signals in real time, utilities can identify when a customer may need support or information before they contact the organisation. For example, customers showing signs of payment difficulty can be proactively offered flexible payment options, while households experiencing unusual energy consumption can receive tailored
advice on usage.
This proactive approach can reduce inbound contact volumes while improving customer satisfaction.
Next-best action in the contact centre
Within contact centres, real-time analytics are helping agents deliver more personalised and effective interactions. Next-best action tools analyse customer profiles and interaction history to recommend the most appropriate response during a live conversation.
This might include suggesting relevant tariffs, highlighting support schemes for vulnerable customers, or recommending digital self-service options. By providing agents with data-driven prompts, utilities can improve resolution rates and ensure consistent service across teams.
Connecting data across channels
A key requirement for real-time decisioning is the ability to connect data across systems and channels. Utilities are increasingly integrating CRM platforms, billing systems, smart meter data and digital engagement tools to create a single, unified view of the customer.
This allows organisations to respond consistently whether a customer contacts them via phone, web chat, mobile app or social media.
Automation at scale
Automation also plays a critical role. Intelligent workflows can trigger personalised communications, such as outage updates, billing reminders or energy-saving tips, based on real-time events and customer behaviour.
For utilities operating in a heavily regulated and high-volume environment, this approach enables scalable engagement without increasing operational costs.
Supporting trust and transparency
As utilities adopt more advanced data-driven capabilities, transparency and responsible data use remain essential. Clear communication about how data is used, alongside robust governance frameworks, helps maintain customer trust.
Ultimately, real-time decisioning allows utilities to move closer to a customer-centric service model, delivering faster, more relevant and proactive support while improving operational efficiency across the organisation.
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Seminars
WEDNESDAY 6TH MAY
08.45 – 09.30
Hosted by: AB Anubhav Mohanty
SVP, Product & Operations
Callbotics
Joined by:
Rajab Khalid
Director of Customer Experience, International | Cineworld, CCI & Picturehouse Cinemas
Rachael Abitogun
Head of Customer Care | Wio Bank PJSC
Chris Brown
Head of Communications & Customer Cappagh Browne Utilities Ltd
Opening Interactive Panel: “Choosing the Right AI Partner for the Contact Centre: A Practical Buyer’s Playbook”
Contact centre leaders have seen a lot of technology promises over the years. As someone who also runs a 2,000+ person contact centre operation, Ali will moderate the discussion from an operator’s perspective, focusing on how to choose partners you can trust in production, not just in a demo.
AB Anubhav Mohanty is the SVP of Product and Operations at CallBotics, where he leads product strategy, enterprise deployments, and operational scale for the company’s conversational AI platform. With over 15 years of experience in contact centre operations, he has spent the last several years focused on leveraging AI to automate complex, high-volume customer service workflows. His work is centered on transforming traditional contact centre models into outcome-driven, AIpowered operations.
At CallBotics, he brings a strong blend of operational depth and product leadership, working closely with enterprise leaders across healthcare, telecom, and customer experience to drive large-scale automation and measurable business impact
A background in Operations and Technical project management, Rajab Khalid is continually ensuring customers across Regal Cineworld’s cinemas are the focus of the company. Allowing customer feedback and data to tailor experiences and utilising creative innovations and AI-driven automations, Regal Cineworld is ensuring that the guest experience provides an exceptional one, whilst simultaneously meeting various KPIs.
Rachel Abitogun is an Award winning, versatile, customer obsessed, enthusiastic and proactive leader of people possessing a wealth of commercial skills and knowledge acquired across a range of demanding roles. She has delivered many customer experience and business process improvements over the last 30 years covering many sectors and 5-star brands, including Fintech, eCommerce, Telecoms, Health & Lifestyle, Cargo & Logistics and the Travel industry (Airlines, Trains and Online Travel).
Chris Brown joined the utilities sector in 2024 as Head of Customer & Communications, bringing a wealth of experience managing contact centres in BT. After 10 years running his own business in the USA, Chris joined Southern Water to help reduce complaints and improve the customer experience. He is currently driving a customer centric culture at Cappagh Browne Utilities Ltd, transforming traditional customer service into community engagement
Ed Winfield VP of Global Partnerships Wavenet
Seminar:
“
The New Operating Reality - How We Harness True Value in an AI World ”
Join Edward as he gives some context to the challenges facing organisations giving context and design principles to delivering outstanding CX as well as some of the pitfalls to avoid. He will also be sharing multiple customer user stories of where huge value is being generated by organisations who have really harnessed the power of technological advances in AI.
Edward Winfield manages the development of key partner relationships and driving growth into international markets, focusing on building a global partner eco-system. He has worked with the company since 2007 when he worked for Cable and Wireless and then Vodafone Global Enterprise, where he had extensive experience selling storm to a variety of customers. Since joining Content Guru in 2017, he has built and managed a variety of new routes to market. He manages a range of key partners to deliver value within their consult, build and run practices – by driving opportunities globally and helping them with their market strategy and proposition development.
16.45 - 17.30
Jack Barmby CEO | Gnatta
20.00 – 20.10
Leigh Hopwood CEO | CCMA
WEDNESDAY 6TH MAY
Seminar: “From Zero to One with AI in Customer Service”
How leaders can make a practical start with AI in customer service: where to begin, what to prioritise, and how to build sustainable capability without disrupting teams or customers.
• What “getting started with AI” really means for service leaders
• Breaking processes down: workflows, wrap codes, and repeatable tasks
• Governance fundamentals: data responsibility, ownership, and maintenance
• Measuring success: reporting, performance, and iteration over time
• The future role of people in customer service: from process to experience
Jack Barmby is an entrepreneur focused on building practical, scalable technology that improves how businesses serve their customers. For over a decade he has worked at the intersection of customer experience, automation, and growth, driven by a belief that great service should be both human-centred and operationally efficient.
He is the founder and CEO of Gnatta, an AI-powered customer experience platform that helps B2C businesses connect channels, data, and AI agents into a single, coherent service operation. Jack leads product vision and strategy, with a particular focus on responsible AI adoption in customer service.
Pre-Dinner Speaker: “From Promise to Practice: A New Era for the Contact Centre”
Many contact centres are in the midst of major transformation projects, driven by the rapid evolution of artificial intelligence and the continued shift towards being valued as a strategic hub within organisations, as opposed to a cost centre.
How will the future play out? Leaning on CCMA research including 2025’s flagship Contact Centre: 2030 report, Leigh will outline some of the key trends set to determine where contact centres across the continent are heading, including:
• How innovative applications of data and AI are reimaging the future enterprise.
• The new job roles and skills requirements that are shaping the future colleague.
• Why the shift to proactive and preventative service will transform future customer experiences.
As CEO of the CCMA since 2020, Leigh Hopwood draws on her 25 years’ business experience to champion the contact centre industry, holding leadership positions in a number of membership organisations and as a professional marketer. Her mission is to elevate the importance of the contact centre industry, give it a voice in society and to support those that work within it.
Leigh has been an awards judge since 2006, is a renowned industry speaker and host of the popular podcast, CareerTalk. She represents the contact centre industry to the Department of Business and Trade (DBT), is Chair of the European Customer Contact Alliance, is an Honorary Fellow of the Chartered Institute of Marketing and a Chartered Marketer.
Seminars
THURSDAY 7TH MAY
09.00 – 09.45
Gareth Bray
Business Development Director Premier CX
Seminar: “How to Start, Grow, and Save with WhatsApp”
Many businesses are interested in WhatsApp but don’t know how or where to begin, and what it can do for them. In this session, we aim to give an overview of simple starting points and how to grow that into something that transforms service through automation, multimedia, and AI.
• Starting with WhatsApp from a service and product perspective
• Growing into automation and rich media
• The different benefits you can expect from different approaches
• Going fully agentic AI
Gareth Bray was Meta’s 3rd employee in Europe, responsible for building the WhatsApp Business Platform strategy and partner channel and go-to-market proposition across EMEA from zero to a multi-million dollar business. He has advised on many of the biggest and most successful WhatsApp implementations, seen what works (and what doesn’t) for multiple end clients. Now he uses that experience to advise companies on the best of breed in technology and best practices in design to leverage the platform at scale.
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TECHNOLOGY MONTH:
Building secure, scalable contact centre infrastructure for public sector teams
For public sector contact centres, from local authorities to NHS services and central government helplines, resilience is an operational requirement. Citizen demand remains high, budgets are tight and scrutiny is intense. At the same time, hybrid working has become embedded, increasing both flexibility and risk. Against this backdrop, senior contact centre leaders are prioritising infrastructure that is secure, scalable and continuity-ready by design…
Cloud as the resilience foundation
The shift to cloud-based contact centre platforms (CCaaS) has accelerated across the public sector. Legacy on-premise systems often struggled to scale during demand surges or support remote agents securely.
Modern cloud platforms offer elasticity, enabling teams to expand capacity during peak periods, crisis events or service changes. This scalability is particularly important for local authorities facing seasonal spikes or reactive surges driven by policy announcements.
However, resilience is not automatic. Public sector organisations must ensure contractual SLAs, geographic redundancy and clear failover arrangements are built into cloud procurement decisions.
Security in distributed environments
Hybrid working has permanently expanded the security perimeter. Agents accessing systems from home or satellite offices introduce new vulnerability points. In 2026, we knowleading public sector contact centres are strengthening:
• Multi-factor authentication for all agents
• Endpoint security controls
• Role-based access permissions
• Secure VPN or zero-trust network access models
Given the sensitivity of citizen and patient data, compliance with UK GDPR and public sector security standards remains central. Cybersecurity and CX leaders are increasingly collaborating to ensure resilience and data protection are aligned.
Business continuity beyond IT
Technology resilience must be matched with operational continuity planning. This includes crosstraining agents, defining surge staffing models and ensuring clear communication protocols during disruption. Scenario planning is becoming more sophisticated, covering not only IT outages but also cyber incidents, supplier failure and regional infrastructure disruption.
Balancing cost with robustness
Public sector leaders face the constant challenge of delivering robust systems within constrained budgets. The most successful organisations are adopting phased modernisation approaches, prioritising high-risk systems first and building interoperability over time.
Resilience as public trust
Ultimately, contact centre resilience is about more than uptime. For public services, it underpins trust. Citizens expect reliable access to support, particularly in times of crisis.
Resilience by design means combining secure cloud infrastructure, strong governance and agile workforce planning to ensure services remain accessible, secure and responsive, whatever the circumstances.
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Delegates
Amazon
ASO Developments Limited
ATPI
Belmond
Blind Veterans UK
Boots UK
Cambridge University Press & Assessment
Cambridgeshire Constabulary
Capital on Tap
Cappagh Browne Utilities Ltd
Cineworld
Coventry City Council
Crown Commercial Service
Dr Martens
Eastlight Community Homes
emh homes
EnviroVent
Eurochange Ltd
Experian PLC
Eyecare Oncall Ltd
First Central Insurance
Fusion
Glovo
GNetwork
Green Square Group
Horsham District Council
Houses of Parliament
i2 Analytical
Support Systems Specialist
Lead Investigations Specialist
Head of Participant Experience
Global Customer Success Director
Manager of Customer Contact
Customer Care Manager
Head of Customer Support Centre
Head of VoC
Demand Hub Deputy Contact Manager
Senior Customer Services Manager
Head of Customer Services
Head of Customer & Communications
Director of Customer Experience, International
Customer Service Manager
Category Lead
Customer Care Manager
Customer Care Social Media Supervisor
Customer Service Centre Manager
Senior Customer Leader
Head of Customer Services
Ho Contact Centre & Fulfilment
Head of Customer Experience UK&I
Director
Head of Customer Experience
Head of Customer Service
Director LiveOps
Head of Customer Service
Head of Customer Experience
Customer Services Manager
Head of Parliamentary Contact Centre
Customer Service Operations Manager
KLN Freight (UK) Ltd
Kuoni Tumlare
Liberis
Liberty
Money and Pensions Service
Motor Fuel Group
Motorsport Events
MSC Cruises Ltd
Nottingham Building Society
OVO
POhWER
RA Worldwide Machinery
Sainsbury’s
Salary Finance
South West Water
Specsavers
Stagecoach PLC
Standard Life
Thrive Homes
TJX Europe
Townhouse
Virgin Money
Vitesse PSP
Vue
Wio Bank
Delegates
UK Customer Services Manager
Head of Customer Service Delivery
Senior Customer Success Manager
Head of Customer Service
Training & Quality Manager
Head of Customer Experience & Quality
Customer Care Manager
Head of Customer Service & Sales
Contact Centre Manager
Customer Outcomes Lead
Director of Customer Enablement & Service Innovation
Help Hub Manager
Managing Director
Customer Experience Manager
Customer Service Manager
Head of Customer Service
Billing Contact Centre Manager
Customer Care Manager
Head of Technology Customer Services
Customer Operations Manager
Customer Experience Manager
Customer Experience & Service Director
Customer Service Manager
Customer Service Manager
Continuous Improvement Manager
Senior Customer Care Manager
Head of Performance & Resource Optimisation
Senior Manager - Customer Support
Customer Service Manager
Customer Care Head
ANALYTICS: Using analytics in the contact centre without creating a surveillance culture
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA, organisations have more visibility than ever into what happens across customer interactions. But customer service leaders are facing a challenge: how to use analytics to improve outcomes without creating a culture of surveillance that damages trust, morale and retention. The difference lies in intent, transparency and governance…
The risk: Measurement without meaning
Performance data can be powerful, but it can also be harmful when overused or poorly framed. Contact centre agents already operate under high emotional load, constant customer scrutiny and time pressure. When every second, pause and phrasing choice feels monitored, analytics can quickly shift from support tool to stress multiplier.
The result is often counterproductive: increased burnout, higher attrition and a workforce focused on “hitting metrics” rather than serving customers well.
Transparency as the foundation
Best practice usually begins with clarity. Agents should understand:
• what data is being collected
• why it is being used
• how it will (and won’t) affect evaluation
• what safeguards exist against unfair conclusions
This is especially important as speech and text analytics become more widespread. Organisations that communicate openly and involve frontline teams in rollout decisions see higher adoption and less resistance.
Outcomes over micromanagement
High-performing centres are moving away from obsessing over narrow productivity metrics such as average handling time in isolation. Instead, they are balancing efficiency with measures that reflect sustainable service quality, including:
• first-contact resolution
• customer effort reduction
• coaching progress
• adherence that accounts for complexity, not just speed Analytics should help answer “How do we help agents succeed?” rather than “How do we catch agents out?”
Using analytics to support wellbeing
Leading organisations are also using performance analytics as an early warning system for burnout risk. Patterns such as increased aftercall work, rising absence, declining sentiment or repeated exposure to difficult call types can indicate when an agent needs support.
Rather than punitive intervention, the best programmes use this insight to trigger coaching, schedule adjustments, wellbeing conversations or workload rebalancing.
Psychological safety and trust
A culture of psychological safety is essential for high performance. Agents need to feel they can ask for help, admit mistakes and learn without fear of constant penalisation.
This requires governance: clear rules on who can access what data, how long recordings are stored, and ensuring analytics is used for development first, compliance second — not as a default disciplinary tool.
Human judgement still matters Analytics can surface patterns, but it cannot fully capture context: system outages, policy constraints, vulnerable customers or emotional complexity. Best practice keeps humans in the loop, ensuring managers use analytics as a guide, not a verdict.
Done well, analytics strengthens both performance and wellbeing. Done poorly, it creates the fastest route to attrition. The future lies in using data to build better support, not bigger surveillance.
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Dates for your Diary
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4th February 2027
Hilton Canary Wharf
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14th & 15th September 2026
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10th & 11th May 2027
Radisson Hotel & Conference Centre, London Heathrow
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9th July 2026
The Sipping Room
4th February 2027
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21st October 2026
Hilton Canary Wharf
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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
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer service teams. Our AI manages high-volume, repeatable interactions with sentiment detection, secure orchestration, and full audit trails, while complex or regulated cases seamlessly escalate to human specialists. The result is zero queuing, higher first-contact resolution, lower abandonment, and elastic capacity at significantly reduced cost. We support utilities, financial services, insurance, retail, and other regulated sectors worldwide.
02033 187 154 / anila.mushtaq@aircall.io
Trusted by over 22,000 businesses globally, Aircall’s AI-powered platform supercharges sales and support. We automate the busywork—optimizing call routing, automating repetitive tasks–while simultaneously delivering actionable insights from across every customer interaction. As a result, your teams are free to focus on what truly matters: building and maintaining customer relationships. Aircall is where your tech stack unites and your teams excel. We transform customer interactions into strategic opportunities, fueling growth and turning conversations into satisfied customers. With Aircall, every connection counts.
BeCloud Solutions is a global technology company with over 15 years of experience delivering advanced cloud solutions that transform how businesses connect with their customers. Specialized in Cloud Contact Centers, CRM/ CTI integration, and Customer Experience optimization, BeCloud helps organizations streamline communications, improve efficiency, and deliver seamless, personalized interactions across every channel. At the core of its offering is BeInContact, a powerful, fully cloud-native and multitenant platform designed to manage end-to-end customer engagement. It enables true omnichannel communication—integrating voice, email, messaging, SMS, and social media into a single, unified environment. BeInContact combines intelligent routing and automation (ACD, IVR, PBX) with advanced outbound campaign tools, including predictive and progressive dialing, as well as real-time monitoring and analytics for full operational control. With seamless integration into leading CRM systems and connectivity across global telephony networks in over 100 countries, BeCloud empowers businesses worldwide to deliver smarter, faster, and meaningful customer experiences.
Built from the inside, not the sidelines, CallBotics is an enterprise-ready conversational AI platform with deep expertise in Voice AI, helping organisations manage high-volume customer interactions across contact centres with speed, empathy, and accuracy. Our AI agents autonomously handle a significant proportion of conversations end-to-end, including complex, multi-step operational workflows, reducing cost-to-serve by 65–90% while improving efficiency, turnaround times, and overall customer experience. The platform integrates seamlessly with existing systems, including leading CRM, CCaaS, and workflow tools, and can be deployed in hours rather than months. CallBotics is backed by AM InfoWeb, a 2,000+ person operations and technology services firm with over 18 years of contact centre experience, bringing real-world expertise to every deployment.
Capacity helps contact centres reduce costs, increase revenue and improve CSAT with one unified automation platform. Our technology powers your virtual agents for improved service deflection, outbound SMS/voice campaigns for better customer engagement, real-time agent assist for a seamless customer experience, auto-QA for improved process delivery, and conversational intelligence for better decision making - all backed by our AI knowledge orchestration layer.
Capita Customer Management Ltd
Let’s talk! What’s next for your customer experience? With rising customer expectations, increasing costs to serve, regulatory pressures and legacy technology that limit agility, many know their customer experience delivery must change, but struggle to modernise without disruption. As a leading business process outsourcing provider, Capita partners with organisations to build better customer experiences through data-led, tech-enabled and people-powered solutions. From CX strategy and contact centre transformation to fully managed service delivery, we combine people, process, and technology to deliver true measurable outcomes such as improving efficiencies, accelerating growth and elevating customer satisfaction. What sets us apart is not AI, nor is it just people, it’s how we work with you to build a partnership based on aligned understanding of your customer needs. If you’re looking to improve service quality, manage peak demand, simplify fragmented journeys, introduce cost/operational efficiencies or address retention pressures, we’d love to talk to you. 07495 486 113 / simon.hunter@capita.com / capita.com/expertise/customer-experience
0333 939 9964 / info@ccma.org.uk / ccma.org.uk/
For more than 30 years, the CCMA has been absolutely dedicated to supporting contact centre professionals. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.
Cloudax
07871 287 915 / oliver@cloud.ax / cloud.ax
Cloudax is building AI voice, indistinguishable from human conversation to transform customer services. Our flagship platform, Cloudax Connect, delivers one of the lowest-latency conversational AI experiences on the market. Trusted by FTSE250 companies, tested against 50+ vendors and with multilingual capability covering 95% of the world’s population, it handles enquiries instantly, 24/7, eliminating hold times entirely. With both chat, inbound, and outbound calling, the use cases are endless. Trained on your company knowledge base and call flows, every conversation feels native to your brand. Each call is transcribed, summarised and recorded within the platform, enabling seamless human handoff and rich analytics that give you full visibility over every customer interaction. Your agents stop fielding repetitive calls and start focusing on the conversations that actually matter - complex cases, vulnerable customers, revenue-driving interactions. We ship fast, integrate deeply, and our enterprise clients stay because we will never stop building.
Darwin Technology Solutions helps organisations make confident technology decisions when the stakes are high. We work independently in front of complex projects, helping teams choose the right partner, compare options, challenge assumptions, and negotiate with clarity. From cloud and AI to contact centre and customer service technology, Darwin brings structure, evidence, and board ready clarity to decisions that often feel high risk and time pressured. We do the heavy lifting, from defining requirements and assessing providers to managing selection and supporting final negotiations, so internal teams save time and stay focused on day-to-day priorities. The result is better fit solutions, less vendor noise, and decisions people can stand behind. Our advice is independent and impartial by design, and our support is delivered at £0 cost to customers. For organisations reviewing customer contact technology, Darwin makes a complex buying process clearer, simpler, and easier to manage.
Enghouse Interactive
Enghouse Interactive is a global provider of customer experience technology that helps organisations manage and improve how they communicate with their customers across every channel. We deliver modern contact centre solutions combining voice, digital and AI, with a strong focus on what the market demands today: flexibility, actionable insights and measurable outcomes. Businesses can choose cloud, on-premise or hybrid models, adapting easily as their needs evolve. Our solutions go beyond handling interactions. We help organisations understand their customers through Voice of the Customer (VoC), turning conversations into meaningful insights that highlight trends, issues and opportunities. With advanced analytics, insights and quality management, companies can monitor performance, improve service consistency and drive continuous improvement. From automation and AI to workforce optimisation and outbound engagement, we enable businesses to reduce costs, increase efficiency and deliver smarter, more personalised customer experiences that truly make an impact.
Foundever® is the next-generation service leader reinventing customer experience (CX). Our 150,000 people working across +45 countries partner with industry-leading brands to deliver integrated CX, digital operations and data solutions. Each year we power 3.3 billion conversations in +60 languages to help more than 800 of the world’s top brands keep their promise in the moments that matter most. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business and industry challenges. Using our peopleled, technology-enabled and data-powered approach, we optimise and transform the customer and agent experience – changing the way things are done. Discover more at foundever.com and connect with us on LinkedIn, Facebook, YouTube and Instagram.
Gnatta is an AI-powered customer experience platform built for B2C service teams that need flexibility, control, and real operational impact. Gnatta brings customer conversations, business data, and AI together in a single platform, enabling organisations to automate high-volume journeys, deploy AI Agents for specific service processes, and support human advisors with embedded AI tools. Rather than a single, general-purpose chatbot, Gnatta uses a modular approach of multiple AI Agents that allows AI behaviour, escalation rules, and brand standards to be tightly defined. Trusted by retailers, logistics providers, and regulated service businesses, Gnatta helps teams deliver faster, more consistent service across channels including chat, email, WhatsApp, social, SMS, and voice. With a strong focus on responsible AI adoption, governance, and measurable outcomes, Gnatta enables businesses to scale customer service without sacrificing quality, compliance, or human oversight. 07775 967 300 / jack.barmby@gnatta.com / gnatta.com
Grypp
07802 218 789 / Pete.Jones@grypp.io / grypp.io
Grypp’s visual engagement software transforms customer interactions into completed outcomes - helping teams Unite Through Sight. The impact is immediate with fewer repeat contacts, lower operational costs, fewer escalations and more revenue captured. Our visual software has helped teams cut AHT by up to 33%, increase FCR, drive a 95% boost in CSAT, increase conversion rates by 20% and reduce overall operational costs. We do that by providing agents with real-time visual context through live video, co-browsing, document handling, guided workflows, media sharing and in-session identity verification. Grypp enables teams to: • Guide customers through complex tasks in real time • Capture, verify and complete documents instantly • Support onboarding, claims, setup and high-value service journeys • Turn live interactions into finished outcomes Because the real problem isn’t access to support, it’s getting the task done. Unite Through Sight. Resolve faster. Reduce cost. Increase conversion.
HGS is a global provider of technology, AI and business services, helping organisations across the public and private sectors transform with confidence. In the UK, HGS partners with enterprises, government bodies and regulated industries to improve customer experience, modernise operations and deliver measurable outcomes. Combining deep operational expertise with digital innovation, HGS supports clients across customer care, back-office services, automation, analytics and AI-enabled transformation. Through our Intelligent Experience positioning, HGS focuses on embedding intelligence into the workflows that matter most, simplifying complexity, improving performance and driving sustainable value. Our Realised AI methodology is designed to move organisations beyond pilots and experimentation into practical, scalable delivery, backed by clear accountability and measurable return on investment.
IP Integration Ltd
07935 007 898 /
With a purpose-driven, people-led culture, IP Integration (IPI) is dedicated to delivering exceptional customer contact solutions. We empower clients to provide outstanding experiences through innovative technology and personalised support, ensuring seamless, impactful interactions at every touchpoint. IPI sets itself apart by offering innovative, tailored contact centre solutions with Genesys, Avaya, Calabrio, and our ElasticCX CCaaS platform. Built to be flexible and scalable, ElasticCX adapts to your organisation’s needs, supporting custom workflows, intuitive tools, realtime analytics, and AI-driven insights that boost efficiency and service quality. IPI also delivers robust connectivity solutions, including SIP and NGN services, designed to unify communications and improve reliability. With our expertise, clients achieve superior customer interactions, operational efficiency, and a technology edge that fuels growth. We combine decades of industry knowledge with leading-edge tools, allowing your organisation to focus on what matters: delivering exceptional customer service and driving success.
As a Genesys Partner, Kerv guarantees outstanding CX through our expertise in Genesys Cloud. We make your customer experience unique, providing deep insights and fantastic service, proven by our 99% CSAT rating. We are experts at crafting superior CX using Genesys Cloud and our feature-rich CX & AI applications. Kerv has delivered market-leading contact centre solutions for over 20 years and is the longest standing Genesys partner in EMEA with the most customer deployments. Our deep knowledge, 24/7 support services and Customer Success team ensure that you can deliver the best customer service, in the way that you want to do it and get the most out of your Genesys investment. We are trusted by customers such as PureGym, Skipton Building Society, Atom bank, Somerset and Walsall Councils, UCL and Retail Trust – let’s chat about how you can get the most out of your Genesys investment. 07881 432 799 /
MAINTEL/ MITEL
07967 154 619 / martin.armstrong@maintel.co.uk /
Maintel is a leading provider of cloud, networking, and security managed communications services to the UK public and private sectors. Maintel focuses on helping organizations operate at the highest level by designing, implementing, innovating, and managing vital digital communication solutions Mitel is a global market leader in business communications with experts that serve business users in more than 100 countries. Founded over 50 years ago, we help organisations connect, collaborate and provide innovative services. Our comprehensive portfolio includes cutting-edge communication systems and contact centre solutions designed to meet your unique needs. We empower government organisations to enhance the citizen experience while reducing complexity — even when faced with disparate communication channels, rising demand, and increasing pressure to do more with less. With Mitel Government Solutions, you can ensure reliability, compliance, and security, while delivering improved communication services and greater productivity.
MERCHANTS SA PROPRIETARY LIMITED
Merchants is a leading customer management partner specialising in business process outsourcing (BPO). Our mission is to deliver exceptional customer experiences through digitally enhanced human interactions. Our core belief is simple: “People Matter.” We put our people, communities, clients, and partners at the forefront of everything we do. As a wholly-owned subsidiary of NTT DATA Inc, Merchants provides solutions that drive industry leading customer experience and award winning operations. Our solutions deliver business-to-business or direct-to-endcustomer services with over 5,000 staff members supporting a range of services and clients across various industries, including telecommunications, insurance, banking, travel, retail, and internet service providers. The Merchants Academy, established in 2021, as part of its commitment to skills development and youth empowerment, focuses on delivering relevant, industry-aligned training programmes that equip learners with practical skills, improved employability, and support sustainable talent development within the business and the broader communities we serve.
At MGI Learning, we help organisations build high-performing, customer-focused cultures where people deliver consistently excellent service. As AI handles more straightforward tasks, human interactions can become more complex and higher value. We equip teams with the skills, mindset and confidence to handle these moments with judgement, empathy and clarity, strengthening outcomes and customer relationships. With over 25 years’ 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. Our programmes are designed to make learning stick and deliver measurable impact, including improvements in customer satisfaction, reductions in complaints and increases in positive feedback. We offer in-person, digital and blended learning supported by structured embedding for long-term behaviour change. At the heart of our approach is our proven Mindset, Language & Actions Toolkit enabling consistently excellent service in the moments that matter most.
NextGenCX is a specialist CX consultancy working with contact centres to strengthen how systems, processes and teams operate together, improving operational performance and customer experience. If you’re operating under constant pressure, managing multiple channels, competing priorities and large volumes of performance data, it can be difficult to see where the real issues sit. Teams often find themselves constantly reacting to issues while improvement initiatives compete for attention. We provide an independent perspective that cuts through that complexity. Through structured contact centre audits and hands-on operational support, we validate performance data, identify root causes and create clear, prioritised improvement plans. You’ll have clarity on where to focus first and how to move from reactive firefighting to controlled improvement. The result is measurable progress across the metrics that matter most. Meet Steve at the conference to discuss where your contact centre could unlock performance.
Odigo is an European software vendor delivering AI-powered Contact Centre and Customer Experience as a Service (CCaaS & CXaaS) solutions that transform interactions between brands and their customers. A pioneer of Customer Experience in France, Odigo has supported more than 250 large organisations across over 100 countries for nearly 40 years. With 680 employees and revenue exceeding €160 million, Odigo combines market-leading voice quality (telecom-grade operator) with trusted AI to orchestrate customer journeys, optimise performance, and drive measurable improvements in customer satisfaction. Built in Europe. Hosted in Europe. Trusted Globally.
Founded in 1992, Opus Technology is the UK’s largest independently owned managed service provider, supporting organisations nationwide across the private and public sectors. As a technology-agnostic partner, we design and deliver tailored contact centre and customer experience solutions, alongside unified communications, managed IT, cyber security, mobile, IoT, and print and document management services. Working with leading technology vendors, Opus helps organisations modernise customer engagement, integrate AI, improve service performance, and deliver better experiences for both customers and teams. As a Certified B Corp, we are committed to combining technical excellence with a responsible approach to business, building long-term partnerships based on transparency, trust, and service quality. Opus is also the only managed service provider in the UK to hold the Institute of Customer Service ServiceMark accreditation with distinction.
Premier CX helps organisations design and deliver better customer experiences across contact centre channels. With over 25 years’ experience, we work with public and private sector organisations to simplify journeys, reduce avoidable contact and improve how customers self-serve. We combine managed services with a consultative approach across video, WhatsApp and audio, helping contact centres communicate more clearly, consistently and at scale. From short explainer videos and digital-first customer messaging to branded IVR and in-queue communications, our work focuses on reducing pressure on agents while improving satisfaction for customers. Our team brings together CX specialists, conversational designers, content creators and technical experts, allowing us to bridge the gap between strategy, creativity and execution. Every engagement is tailored, industry-aware and designed around real customer behaviour. Trusted by over 100 leading organisations, Premier CX helps contact centres move from reactive service to proactive, customer-centred experiences.
Proximus Global
07393 441 822 / shivam.nirupam@routemobile.com /
Proximus Global, combining Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honor our commitment to connect, protect and engage everyone, everything, everywhere.
Puzzel
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.
Resolvable
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 Group
Sabio Group is an AI-first expert services partner that helps organisations transform digital customer experiences in the contact centre. Operating across Europe and trusted by leading global consumer brands, Sabio combines deep CX expertise, AI-driven innovation, and data insight to deliver seamless, personalised, and efficient customer engagement. By maximising the value of contact centre investments, Sabio enables measurable gains in customer satisfaction and operational performance - creating human experiences that matter in an AI-first world.
It’s time to expect more from CX
Expect global scale built on 30+ years of deep industry experience.
Expect human empathy, augmented by AI efficiency, and guided by operator expertise.
Expect better agents, better performance, better automation, and better insights.
Expect more value on day one and more improvement every day.
Expect a partner who understands your brand promise— And knows exactly what it takes to keep it.
Our solutions
We help top brands find more value in every interaction
3.3B yearly interactions
800+ brands
150K global associates
We’re reinventing how CX is done. So you can expect more in the moments that matter most.
See the stories
Simply Contact
Simply Contact is a customer support operations partner for companies in complex and high-expectation industries. We work with businesses in aviation, fintech, retail, healthcare, and SaaS — verticals where support quality directly affects revenue, compliance, and brand trust. We don’t just supply agents. For each client we build a tailored operational setup: escalation design, QA frameworks, workforce planning, and embedding AI tools where they provide demonstrable impact. With 700+ multilingual agents across Europe and coverage in 30+ languages, we help clients consistently hit 80%+ CSAT while reducing support costs by up to 70% compared to keeping support in-house. If you’re looking to restructure or scale your customer support, we’d welcome the conversation.
STAMMA is a membership organisation providing information, resources and support to those who stammer in the UK. Stammering affects up to 3% of adults and 8% children at some point. Physically, stammering can be deeply frustrating, but the main problem, time and again, is other people’s responses and the assumptions people make when they hear someone stammer.
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 — rely on the Verint Open Platform to achieve stronger, faster AI Business Outcomes, Now™, helping reduce costs and elevate CX. With Verint, organisations can meet the challenges created by the continued growth in customer interactions and rising expectations for an enhanced customer experience. As hiring more staff and increasing workforce costs are not sustainable solutions, organisations recognise the need for AI-powered platforms and CX Automation to achieve their strategic objectives and deliver significant ROI. 07826 994 684 / josh.fairchild@verint.com /
Vonage is redefining business communications, helping enterprises use fully-integrated unified communications, contact centres and programmable communications solutions via APIs. True to our roots as a technology disruptor, we’ve embraced technology to transform businesses to collaborate more productively and engage their customers more effectively across all communications channels.
Founded in 2000, Wavenet is one of the UK’s leading managed service providers, specialising in transforming customer experience through intelligent contact centre solutions. Supporting over 22,000 organisations across the public and private sectors, including the DVLA, The Football Association, NHS 111, and CRiS. Wavenet delivers secure, scalable environments that power better customer engagement. Through strategic partnerships with leading CX and technology providers such as Five9, Content Guru, 8x8, Microsoft, Cisco and HPE, Wavenet brings flexibility, choice and innovation to every deployment. With more than 1,700 employees across 30+ UK locations, Wavenet combines national scale with specialist expertise to help organisations build contact centres that are ready for what’s next. For more information, visit https://www.wavenet.co.uk/solutions/contact-centre
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 18k 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 120 million users globally use Zoho to run their businesses, including Zoho.
Hilton London Canary Wharf 21st October 2026
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.
