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CONTENTS

e’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 8

Our Partners

Itinerary

‘Brands warned they risk being trapped in ‘doom loop’ as AI reshapes customer expectations’

10 14 16

Seminars

‘AI shopping assistants must build trust, not replace human customer service, expert warns’

Delegates

‘Meet the Team: Jake Healy, Event Sales Manager at the Contact Centre Summit’

Dates for your Diary

Supplier Directory

@forumeventsltd #ContactCentreSummit

@forumevents #forumevents

Contact Centre and Customer Services Summit

For more information about our event, contact: Jake Healy - Event Sales Manager on 01992 374067 or j.healy@forumevents.co.uk Lucia Alio - Portfolio Delegate Manager on 01992 374068 or L.Alio@forumevents.co.uk

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Partners & Supporters

Itinerary MONDAY

TUESDAY 08.45 - 09.30 Opening Presentation ‘Why AI Agents Fail — And How to Build Ones That Don’t’ Michele Booth Zoom Deansgate 3

09.40 - 10.25 Seminar ‘What Makes Your Tribe Vibe’ Kate Knwoles CCMA Deansgate 3

07.30 - 08.45 Breakfast Podium Restaurant

09.00 - 09.30 Seminar ‘From Zero to One with AI in Customer Service’ Jack Barmby Gnatta Deansgate 3

09.35 - 09.55 10.30 - 13.05 Face to Face Meetings Deansgate 1&2

Seminar ‘Ending the phonecall nightmares’ Kirsten Howells STAMMA Deansgate 3

13.05 - 14.05

10.00 - 13.05

Networking Buffet Lunch Podium Restaurant

14.05 - 16.40

13.05 - 13.55

Face to Face Meetings Deansgate 1&2

Networking Buffet Lunch Podium Restaurant

16.45 - 17.30 Seminar ‘Beyond Letters and FAQs: How Cadent Is Transforming Customer Communications Through Video’ Kirsty Ferguson (Premier CX) & Dan Edwards (Cadent) Deansgate 3

19.30 - 20.00 Pre Dinner Drinks Deansgate Foyer

20.00 - 23.00 Evening Dinner Deansgate 3

Face to Face Meetings Deansgate 1&2

Brands warned they risk being trapped in ‘doom loop’ as AI reshapes customer expectations

ore than eight in ten organisations are failing to maximise the value of their brand investments, creating a cycle of underfunding and underperformance that could undermine growth and customer trust in the age of AI. The analyst firm Gartner’s latest survey found that 84% of companies are stuck in what it describes as a ‘brand doom loop’, a situation where businesses underinvest in brand measurement, lack confidence in the results and subsequently allocate even fewer resources to brandbuilding activities. For customer experience and contact centre leaders, the findings highlight the growing importance of brand consistency and trust as organisations navigate increasingly AI-driven customer interactions.

challenge is that most organisations lack the measurement discipline and executive narrative needed to connect brand health to business performance.” Gartner predicts that by 2028, more than 80% of companies will make significant changes to their corporate identity, mission, culture or brand positioning in response to AI’s growing influence on markets and customer behaviour. The findings are particularly relevant for customer service leaders, as brand perception is increasingly shaped by every interaction customers have with organisations, whether through contact centres, self-service channels or AI-powered customer support.

The research, based on a survey of 426 senior marketing leaders conducted in late 2025, suggests that brand is becoming a critical differentiator at a time when AI is accelerating market commoditisation and making it easier for competitors to replicate products, services and customer experiences.

According to Gartner, organisations with a strong brand strategy are twice as likely to exceed their growth targets compared with those that fail to treat brand as a strategic business asset. Meanwhile, more than half of C-suite executives want marketing leaders to better explain the relationship between brand and wider business strategy, while 43% are seeking clearer links between brand performance and commercial outcomes.

Julie Reeves, VP Analyst in Gartner’s Marketing practice, said: “Brand has long been treated as a communications asset, but it is actually a growth engine. The

For organisations investing heavily in customer experience transformation, Gartner argues that measuring brand health alongside operational metrics could become

increasingly important. As AI-driven customer engagement expands, businesses that can demonstrate a clear connection between brand trust, customer experience and business performance are likely to be better positioned to secure executive support and investment. The analyst firm recommends that organisations establish regular brand measurement programmes, connect brand metrics to business outcomes and develop clearer executive reporting to demonstrate how brand contributes to growth, loyalty and long-term customer value.

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Seminars MONDAY 14TH SEPTEMBER

08.45 – 09.30

“Why AI Agents Fail — And How to Build Ones That Don’t” AI is transforming customer experience — but most AI agents fail not because of the model, but because the ecosystem around it was never thought through. • • • • •

Michele Booth CX AI Lead, EMEA Zoom

09.40 – 10.25

“Where Is My Order?” to a practical 10-lesson CX framework you can act on today Why AI agents really fail — and it’s not the model Designing for the moment the conversation breaks down How to solve your customer’s problem, not your business’s pet peeve When to step aside: mastering the AI-to-human handoff

Michele Booth is a lead CX AI strategist at Zoom EMEA, working at the front line of how organisations design, deploy, and get real value from customer-experience AI. She partners with CX and contact-centre leaders across industries, from healthcare and hospitality to retail and telecoms, to move AI agents from promising demos into production experiences that customers actually trust. Michele brings a practitioner’s honesty to the conversation about AI in CX: she has seen where these projects quietly succeed and where they fall apart, and she is a strong advocate for designing AI around genuine customer need, human empathy, and measurable outcomes rather than hype.

“What Makes Your Tribe Vibe” Explore what truly drives frontline colleague engagement in contact centres, beyond perks and quick fixes. This session helps leaders understand their influence, challenge assumptions and identify practical, behaviour-led actions that build trust, strengthen culture and create more meaningful everyday experiences. • • •

Kate Knwoles Service Director CCMA

Explore what truly drives frontline colleague engagement in contact centres, beyond perks and quick fixes Understand how positive leadership can influence and challenge assumptions Identify practical, behaviour-led actions that build trust, strengthen culture and create more meaningful everyday experiences

As the Services Director at the CCMA (Contact Centre Management Association), Kate Knwoles draws on her 20 years’ working in the contact centre industry in order to further support its members. Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

Seminars MONDAY 14TH SEPTEMBER

16.45 - 17.30

“Beyond Letters and FAQs: How Cadent Is Transforming Customer Communications Through Video” Working with Premier CX, Cadent is using video to improve customer understanding, increase engagement, support self-service and communicate safety-critical information more effectively than traditional letters, FAQs and text-based communications • • • •

Kirsty Ferguson Key Account Director Premier CX Dan Edwards Head of Customer Centre Operations Cadent

Cadent is working with Premier CX to transform customer communications through video, helping customers better understand safety-critical information, service disruptions and self-service journeys. The programme addresses common challenges including unread letters, customer uncertainty, gas emergencies and unnecessary contact into the contact centre. Video is being used to set expectations, explain complex processes and improve customer understanding in ways that traditional communications often cannot. The session will showcase real examples including mains replacement, emergency customer journey/gas safety and incident response videos created by Premier CX for Cadent.

Kirsty Ferguson is an Account Director at Premier CX, working with contact centres and customer experience teams across the UK to improve customer engagement and reduce avoidable demand. Having worked closely with organisations across utilities, retail, healthcare, financial services and the public sector, she has seen first-hand why customers contact organisations and what prevents them from successfully self-serving. Her work focuses on helping organisations create customer journeys that are clear, accessible and engaging, increasing adoption of self-service channels while improving customer satisfaction. Kirsty brings a practical perspective on customer behaviour, digital engagement and creating experiences that genuinely work for customers.

Seminars TUESDAY 15TH SEPTEMBER

09.00 – 09.20

“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 (Maximum of 5) * The future role of people in customer service: from process to experience

Jack Barmby CEO Gnatta

09.25 – 09.45

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.

“Ending the phonecall nightmares” People who stammer make at least 43 million calls to UK businesses each year. Yet over 65% of those calls are mishandled. We’ll highlight barriers and discuss real life solutions. • • • •

Kirsten Howells Deputy CEO STAMMA

Stats on UK prevalence of stammering and other speech disabilities in the UK customer and service user population Research findings on customer experience of this cohort Lived experience Simple, effective changes organisations can make to improve customer journeys and increase first contact resolution

Kirsten Howells is Deputy CEO of the national charity, STAMMA, an experienced Speech & Language Therapist, and she stammers. In her role at STAMMA, Kirsten helps organisations develop ways of working that are accessible for their staff, customers and service users with speech disabilities. STAMMA’s latest campaign, End the phonecall nightmares, focuses on contact centres and customer support teams to highlight the barriers callers with speech disabilities face and provide practical tips and solutions.

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AI shopping assistants must build trust, not replace human customer service, expert warns

s AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three would trust an AI assistant to complete purchases on their behalf, highlighting a significant confidence gap as retailers expand AI-driven customer journeys. Major retailers including Amazon and Walmart are embedding AI shopping assistants into the customer experience, while Target has updated its terms of service to state customers are financially responsible for errors made by its AI assistant. These developments have sparked wider debate around accountability, transparency and customer protection. Jonny Murphy-Campbell, ethical AI expert at Resolvable, believes the issue is not AI itself, but how organisations deploy it. “AI expansion is highly beneficial for customer experience, but it doesn’t come without limitations,” he said. “The problem consumers have with AI embedded in the shopping

experience is not AI itself. The majority are already using generative AI for recommendations and AIpowered customer service. The real issue is the lack of transparency around AI-led shopping.” For contact centre and customer experience leaders, the findings highlight several priorities as AI becomes more deeply embedded across customer interactions.

how their personal data is used can help build confidence in AI-enabled experiences. As customer expectations continue to evolve, the research suggests successful organisations will be those that balance AI-driven efficiency with human expertise, ensuring automation enhances rather than undermines trust and long-term customer relationships.

Chief among them is ensuring customers always retain control over purchasing decisions, with AI acting as an assistant rather than making autonomous transactions. Organisations should also provide clear terms and conditions explaining where responsibility lies if AIgenerated recommendations or purchases result in errors. The research also underlines the importance of seamless escalation pathways. While AI can resolve routine enquiries efficiently, customers still expect rapid access to human advisors when issues become more complex or require judgement beyond the capabilities of automated systems. Transparency around product recommendations and responsible handling of customer data were also identified as critical factors in maintaining trust. Clearly explaining why products have been recommended and giving customers visibility and control over

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Delegates

1st Central

Head of Customer Outcomes & Customer Relations

Accent Group

Head of Customer Contact - Tech Hub

Amazon

Head of Executive Customer Relations

American Golf

Head of Customer Service

Audika (Hidden Hearing)

Contact Centre Manager

Aurigny.com

Head of Customer Services

Blume

Call Centre Manager

Warren Brierley

Head of Customer Experience

Brayleys Cars Limited

Contact Centre Manager

British Gas

Head of National Contact Centre Sales

Cadent Gas Limited

Head of Customer Centre Operations

Cheylesmore Ltd

Office Manager (Customer Service)

Christie & Co

Client Services Director

Chubb Fire & Security

Director Customer Experience Project Manager

Cityfibre

Head of Service Controls

Cormar Carpets

GCS Manager

Dairy Crest Limited T/A Saputo Dairy UK

Customer Operations & Logistics Manager Customer Operations - Export

EE/BT

Director of Contact Centre Sales & Digital Commerce

Federation of Small Businesses

Head of Contact Centre

Fibre Assets LTD trading as Connect Fibre

Customer Service Manager Customer Service Manager

General Dental Council

Head of Customer Service Operations

HeliosX

Customer Service Director

Hilton

Performance Optimisation Analyst Director of Operations, Reservations & Customer Care - EMEA

HMRC

Head of Data Insight

HSBC

Global Head of Service Management and Journey Design

HyperJar

Deputy Head of Customer Operations

Ideal Bathrooms

Sales and Service Manager

Midnite

Head of Player Support

NewDay

Strategy Lead

NHS/Serco

Customer Support Manager

Delegates

Nixon Hire

Head of Customer Support Head of Sales (Customer Experience)

Oak Tree Mobility

Customer Service Director Telesales Director

Octopus Energy for Business

Customer Operations Director

Oxfordshire County Council

CX Strategic Improvement Lead Operations Manager

PPL PRS

Complaints & Escalations Manager Customer Experience Manager

Progress Lifeline

Interim Service Delivery Manager

Ripe Thinking Limited

CS Team Manager

Salford City Council

Customer Experience & Prevention Lead

Seasalt Cornwall

Head of Customer Service

Severntrent

Business Lead- Customer Hub

Stellantis

Operations Manager

TLT LLP

Director of Customer Strategy

Toyota Financial Services (UK) PLC

General Manager Service Delivery Manager

UKSBS

Senior Operations Manager

Utilita Energy

Director of Customer Service

Valda Energy

Contact Centre Manager

Virgin Media

Head of Messaging

Wilton Bradley

Head of Customer Services

Yorkshire Water

Service Operations Planning & Performance Manager (customer experience)

MEET THE TEAM: Jake Healy, Event Sales Manager at the Contact Centre Summit

ake Healy has been part of the Forum Events team for four years and recently took over as Event Sales Manager for the Contact Centre & Customer Services Summit. Working closely with solution providers across the customer experience sector, Jake helps suppliers connect with senior contact centre leaders looking to invest in new technologies and services. In this Meet the Team Q&A, Jake shares his thoughts on the latest industry trends, the solutions buyers are prioritising and how suppliers can make the most of the Summit’s unique one-to-one meeting format… How long have you worked with Forum Events? I have been with Forum Events for four years and recently moved from the Care Forum to manage the Contact Centre & Customer Services Summit. It’s been exciting to move into a new sector and work with suppliers and buyers at a time when customer experience technology is evolving so quickly. What are the key trends in the contact centre industry right now? The biggest trends I’m seeing are the continued growth of AI and automation, alongside organisations expanding the ways they engage with customers across multiple channels, including phone, live chat and social media. Businesses are also making greater use of data and analytics to improve the customer experience and identify opportunities to enhance service performance. At the same time, cloud-based contact centre platforms continue to gain momentum, giving organisations greater flexibility while helping advisers work more effectively whether they are office-based, remote or operating in hybrid teams. What products and services are contact centre professionals looking for in the year ahead?

There is strong demand for AI-powered customer service tools, cloud-based contact centre platforms, workforce management solutions and analytics software. Many organisations are looking for technologies that improve customer experience while also increasing operational efficiency. Solutions that help support remote and hybrid working remain important, alongside platforms that enable organisations to gain better insight into customer interactions and adviser performance. Tell us about the Contact Centre & Customer Services Summit format and its benefits for industry suppliers. The Contact Centre & Customer Services Summit brings together senior buyers and carefully selected suppliers through a programme of pre-arranged one-to-one meetings, networking sessions and informative seminar presentations. Rather than relying on exhibition footfall or brief networking conversations, suppliers meet directly with decision-makers who have expressed an interest in relevant products or services. The format provides suppliers with: • Guaranteed one-to-one meetings with qualified buyers • Opportunities to build meaningful commercial relationships • Direct access to organisations with active projects and purchasing requirements • Networking opportunities throughout the event • A focused environment designed to maximise productive conversations This allows suppliers to spend more time discussing genuine business opportunities and less time trying to identify the right prospects. How do you work with industry suppliers in the lead-up to the Contact Centre Summit?

I work closely with them to understand their business objectives, target audience and the products or services they want to promote. That information helps us match them with the most appropriate buyers, ensuring meetings are relevant for both parties and creating the best possible opportunity to develop valuable business relationships. Throughout the lead-up to the event I’m also available to answer questions, provide updates and help suppliers prepare for the day. What tips would you give suppliers to help them maximise their time at the Summit? One of the best ways to prepare is to make full use of our online information platform before the event. It provides detailed information about the delegates and suppliers attending, including areas of interest, current projects and available budgets, helping suppliers understand who they will be meeting before the event begins. I would also recommend: • Reviewing your meeting schedule in advance • Researching each organisation before your appointments • Tailoring your conversations to each buyer’s priorities • Asking open-ended questions to understand current challenges • Leaving time during networking breaks to continue conversations informally The more preparation suppliers do beforehand, the more productive their meetings are likely to be.

Dates for your Diary

4th February 2027 Hilton Canary Wharf

21st October 2026 Hilton Canary Wharf

8th July 2027

Hilton Canary Wharf Scan or click here for our website:

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CONTACT CENTRE

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4th February 2027 The Sipping Room

8th July 2027

Scan or click here for our website:

The Sipping Room

10th & 11th May 2027

Radisson Hotel & Conference Centre, London Heathrow

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Our partner network:

Supplier Directory BCH DIGITAL LIMITED 07977 479 562 / David.Haynes@bchdigital.com / bchdigital.com BCH Digital is a UK-based provider of secure payment and communication solutions, specialising in PCI-DSS compliant technologies. With over 25 years of experience, BCH Digital focuses on delivering fast, seamless and compliant payment experiences while reducing operational complexity and costs. Its solutions are designed to be scalable, resilient and tailored to individual business needs, supporting organisations across a range of sectors. The company helps businesses improve customer interactions through services such as automated payment lines, live agent payment solutions, Pay by Link, SMS, hosted telephony and its newest addition, WhatsApp Business integration. Combining in-house expertise with innovative technology, BCH Digital enables businesses to communicate effectively, process payments securely and enhance overall customer experience.

Blobfish AI +16 176 786 032 / andrew@blobfish-ai.com / blobfish-ai.com Blobfish AI is a voice AI training platform for contact centers, helping teams train agents at scale through realistic, AI-powered customer call simulations. Agents can practice challenging conversations, from billing questions to handling angry customers, without requiring supervisor time. The platform supports onboarding, upskilling, and compliance training, with customizable scenarios tailored to each company’s industry, products, and customer interactions. After every simulation, agents receive immediate, actionable feedback on areas such as soft skills and talk tracks, helping them build confidence and improve performance over time. Blobfish AI makes practical call training repeatable, personalized, and available on demand.

Capacity 03147 242 009 / Emily.lander@capacity.com / capacity.com Rising customer expectations, skyrocketing support costs and fragmented tools that don’t talk to each other are leading to one thing for CX teams: operational chaos. Capacity is here to replace that chaos. Capacity is a unified CX Automation Platform that powers every support activity with one single AI Knowledge Layer: including omnichannel AI agents, real-time agent assist, auto QA and conversation intelligence. Using Capacity’s advanced agentic AI, CX teams can reduce call volume and support costs, improve customer satisfaction and agent empowerment, and scale support from reactive to proactive. Over 20,000 brands worldwide trust Capacity to eliminate expensive operational chaos and help teams do their best work.

CCMA 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.

Ciptex 07398 250 825 / anna.mason@ciptex.com / ciptex.com About Ciptex Great customer experiences shouldn’t be held back by complicated technology. At Ciptex, we help organisations simplify customer communications by designing, building and managing modern contact centre and customer engagement solutions. We bring voice, messaging, digital channels, automation and AI together to create more connected customer journeys and make complex communication environments easier to manage. Since 2006, we’ve helped organisations modernise legacy technology and build solutions around the way their customers and teams actually work. What we help organisations with: - Contact Centre: Modern, flexible platforms built around your operation. - Omnichannel Engagement: Connecting voice, messaging and digital channels. - Automation & AI: Making customer journeys more efficient and intelligent. - Strategy & Support: From planning and implementation through to ongoing optimisation.

Cloudax 07779 991 921 / oliver@cloud.ax / cloud.ax Most voice AI is robotic and stalls when something real needs to happen. Cloudax, built in Manchester, handles the whole journey. Our voice agents run on Cloudax Connect and integrate directly with your CRM, telephony and existing infrastructure, so there is no rip-and-replace. On a single call we can: • Greet the caller and verify their identity • Make bookings and update your CRM in real time • Resolve routine requests end to end, inbound and outbound • Warm-transfer to an agent with full context intact, when a human is genuinely needed • Take a PCI-compliant payment What makes the conversation feel human is turn detection: our agents actively listen and respond in real time, not on a script, with ultra-low latency, multilingual support and vulnerable-customer handling built in. Whether you are replacing an IVR, covering out of hours or coping with peak calls times, customers get a conversation, not a menu.

Darwin Technology Solutions 07913 418 579 / alstephens@darwin-tech.com / darwin-tech.com Darwin Technology Solutions brings independent clarity to high stakes technology decisions. For contact centre, customer service and CX leaders, choices around CCaaS, AI, automation, customer data, security and service platforms carry long term operational and commercial impact. The market is crowded, fast moving and often difficult to compare, while internal teams are expected to make confident decisions alongside day-to-day delivery pressures. Darwin sits independently in front of these decisions. We help teams define what they need, assess the market, test options, challenge assumptions and evaluate potential partners through a structured, impartial process. Our role is not to provide the technology. It is to create the clarity, evidence and confidence needed to choose the right technology partner. By doing the heavy lifting from requirements through to evaluation, negotiation and decision support, Darwin reduces risk, gives teams capacity back and helps organisations move forward with confidence.

Dialpad 07441 943 256 / jonathan.baer@dialpad.com / dialpad.com/uk Dialpad is the AI platform for customer experience. Built as a unified intelligence system, Dialpad transforms every customer conversation into intelligence that helps organizations understand customers, orchestrate better experiences, resolve work autonomously, and continuously improve over time. Unlike fragmented AI layered onto legacy systems, Dialpad connects communications, contact center, AI agents, and conversation intelligence in a single platform where every interaction becomes a signal - and every signal helps make the next interaction better. More than 70,000 organizations worldwide rely on Dialpad to improve customer experience, increase operational efficiency, and build a lasting competitive advantage..

ellio 07495 486 113 / simon.hunter@capita.com / elliocx.com Add some spark to your customer experience! ellio is an independent customer experience and business solutions partner with 30 years of operational heritage. Powered by a 7,000 strong workforce across the UK, Ireland, Germany, and Switzerland, South Africa and Bulgaria, ellio manages complex, end-to-end customer operations for leading brands in the retail, utilities, financial services and tech/telco industries. As a specialist customer experience partner built on deep roots in regulated, high-stakes sectors we offer a higher-value alternative to the traditional BPO model. We combine customer advisory and people expertise with insight and the right technology to deliver meaningful business impact. Driven by a culture of continuous upskilling and a curiosity to solve customer journey friction, ellio pairs customer advisory and human expertise with insight and advanced technology to deliver meaningful business impact. What’s in it for you? Stronger outcomes, improved efficiency, stickier customers and more valuable relationships.

Enghouse Interactive 02033 573 040 / Simon.Adnett@enghouse.com / enghouseinteractive.com Enghouse Interactive helps organisations manage and improve how they talk to their customers across every channel. Our Reading based team has supported UK organisations for over 30 years. We deliver contact centre solutions combining voice, digital and AI. Businesses choose cloud, on-premise or hybrid, and change model as their needs evolve. We go beyond handling interactions. Voice of the Customer turns everyday conversations into insight, so you can see what customers actually think and act on it. Analytics and quality management help teams monitor performance, improve consistency and keep raising the standard. From automation and AI to workforce optimisation and outbound engagement, we help you cut cost, lift efficiency and deliver experiences customers remember for the right reasons.

Foundever 07802 573 103 / ian.conduit@foundever.com / foundever.com Foundever® is a next-generation service leader reinventing customer experience (CX). Our 130,000 people in 45+ countries, partner with the world’s leading brands to deliver integrated CX, agentic AI operations, and data-powered transformation — with outcomes we underwrite, not just target. Each year we power 3.3 billion conversations in 60+ languages for more than 800 of the world’s top brands — applying 30+ years of cross-client operational intelligence to solve the challenges that matter most: rising expectations, cost pressure, and the demand for measurable AI ROI. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business challenges. Using a people-first, AI-native, and operationally grounded 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 07827 031 192 / jack.barmby@gnatta.com / gnatta.com Gnatta is the AI-powered customer communication platform built to resolve. It brings every customer interaction across email, chat, social, WhatsApp, SMS and voice into one place, combining intelligent automation with the human support customers still value. At its core are AI Agents that do more than answer questions. They understand intent, gather information, take action through connected systems and carry interactions through to resolution, escalating seamlessly when human judgement is needed. Unlike AI tied to a single helpdesk, Gnatta’s AI Agents can also plug into the technology you already use. For customer service teams, that means less repetitive work, faster answers and more time for the interactions where people make the biggest difference. With flexible routing, powerful reporting and full visibility into AI decisions and outcomes, Gnatta helps organisations scale customer care confidently without adding unnecessary cost, complexity or customer effort.

Grypp 07904 604 984 / rudi.scout@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 07867 002 681 / Jacqueline.Chapman@hgs.com / HGS.com HGS is a global provider of technology, AI, and business services that helps organisations transform with confidence. Rooted in decades of operational excellence, HGS combines automation, analytics, artificial intelligence, and deep domain expertise to deliver Intelligent Experiences across the customer lifecycle, from digital customer care to back-office operations, human resources outsourcing, and advanced contact center solutions. Building on our strong foundation in CX and business process management, we are expanding into new related areas by integrating technology, data, and operational insight to deliver real business results. Our Realised AI methodology brings discipline, speed, and certainty to transformation, delivering right-sized, practical solutions that work here and now, including a 90-day Proof of Value commitment that validates measurable impact in live environments before scaling.

Interact Contact Centres 07946 351 340 / simma.kularatna@interactcc.com / interactcc.com Interact is a multi‑award‑winning customer experience outsourcer. We deliver customer service, sales, retention and tech support solutions across voice and digital channels, including chat, messaging, email and social platforms. Operating from sites in Wigan, Richmond Upon Thames, South Africa, and across home working teams, we support a broad range of well‑known brands with tailored, omni‑channel services designed to drive revenue, improve customer satisfaction and build long‑term loyalty. Our approach combines experienced people with smart AI and digital tools to deliver efficient, high-quality support. As the UK’s first and only employee-owned contact centre outsourcer, we reinvest in our people and communities, enabling empowered teams, strong client partnerships and consistently high-performing operations. Recognised with 12 awards over the last 5 years for culture, partnerships, people and training & development, innovation is embedded in how we continuously improve delivery and outcomes for our clients.

IP Integration Ltd 07935 007 898 / Sam.Grant@ipintegration.com / ipintegration.com With a purpose-driven, people-led culture, IP Integration (IPI) delivers exceptional customer contact solutions, helping clients provide outstanding experiences through innovative technology and personalised support. IPI offers tailored contact centre solutions with Genesys, Avaya and Calabrio, alongside our own flexible, scalable ElasticCX CCaaS platform. Unlike one-size-fits-all solutions, ElasticCX adapts to your organisation’s needs, supporting custom workflows, intuitive tools, real-time analytics and AI-driven insights to improve efficiency, customer experience and operational resilience. IPI also delivers robust connectivity solutions, including SIP and NGN services, designed to unify communications, improve reliability and ensure fewer disruptions and superior call quality, backed by dedicated support. Combining decades of industry knowledge with leading-edge tools, IPI helps clients achieve superior customer interactions, operational efficiency and a technology edge that fuels growth.

Kerv 07989 404 594 / graham.segers@kerv.com / kerv.com Kerv is a AI-driven CX transformation organisation specialising in Genesys Cloud. We are the longest standing Genesys partner in EMEA with the most deployments. Our deep expertise on Genesys Cloud helps you completely personalise customer experience, improve customer insights, reduce effort with seamless integrations and AI automation so you can 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. Some of our customers include Atom Bank, PureGym, Somerset Council, Skipton Building Society, University College London and Walsall Council.

KMS Lighthouse Limited 07837 403 075 / rami.kachlon@kmslh.com / kmslighthouse.com Here’s the condensed version at 110 words: KMS Lighthouse: Powering AI Speed Service Through Trusted Knowledge In today’s contact center environment, speed alone is not enough. Customers expect fast, accurate answers, while agents need immediate access to reliable information. That is where KMS Lighthouse makes the difference. KMS Lighthouse is a leading AI powered enterprise knowledge management platform that gives organizations a trusted knowledge foundation for exceptional customer and employee experiences. By delivering the right knowledge at the right time, it empowers agents, customers, chatbots, and voice AI to resolve questions faster and more accurately. The platform combines advanced AI search, generative AI, and seamless CRM and contact center integrations, reducing costs and accelerating productivity. As enterprises embrace AI driven service, success depends on the knowledge behind it. Book a demo: https://kmslh.com/book-a-demo/

Intelligent Experiences. Real Results. Modernise platforms, elevate interactions, and optimise operations for measurable outcomes. hgs.com 31

Magellan 07483 679 630 / matt.hubber@magellangroup.eu / magellangroup.eu Magellan is a leading international Consulting and Technology group helping organisations transform vision into action, in a rapidly evolving world. Operating in 13 countries with 6,700 experts, the group is a unique player in Europe, capable of offering integrated support to public and private sector clients across all areas of Consulting, Technology, integration of major SaaS platforms, and the creation and operation of custom digital solutions 24/7 on public cloud, private cloud, sovereign cloud and SecNumCloud. The group integrates AI at every level. Its expertise spans from banking & insurance, healthcare & public sector, luxury & retail, to industry & services, energy & utilities, transport & mobility.

MERCHANTS - A NTT Data Inc Company +27 769 829 176 / david.jarvis@merchantscx.com / merchantscx.com 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. As a whollyowned subsidiary of NTT DATA Inc, Merchants specialises in providing solutions that drive industry leading customer experience and award winning operations. Our solutions are designed to deliver business-to-business or direct-toend-customer services. With over 5,000 staff members, we support a diverse range of services and clients across various industries, including telecommunications, collections, insurance, banking, travel, retail, and internet service providers. Our major hubs in Johannesburg, Pretoria, Cape Town, and Durban provide comprehensive support to our clients. The Merchants Academy is a commitment to skills development and youth empowerment. The Academy focuses on delivering relevant, industry-aligned training programmes that equip learners with practical skills, improve employability, and support sustainable talent development.

MGI Learning 07979 540 960 / sarah@mgilearning.com / mgilearning.com MGI Learning provides proven customer service and management development training through Learning Journeys that equip people to deliver excellent customer experiences and build positive, high-trust cultures. For over 25 years, we have worked with organisations worldwide to strengthen the skills of customer-facing teams, leaders and managers. Our flexible Learning Journeys combine motivating training with practical embedding activities, helping people apply MGI’s proven Mindset, Language & Actions Toolkit confidently in everyday work. The Toolkit develops a mindset of ownership, responsibility and solution-orientation and provides practical tools that help people listen carefully, appreciate the customer’s perspective, communicate positively with empathy and focus on finding a way forward. In an AI-enabled world, these people skills add value during complex, emotionally demanding interactions requiring reassurance, understanding and support. Published client results include customer satisfaction rising from 30% to 80%, 20% fewer complaints and, in another programme, 300% more compliments alongside 34% fewer complaints.

Moneypenny 03332 021 005 / samantha.jones@moneypenny.co.uk / moneypenny.co.uk Moneypenny: Extraordinary people delivering customer service provision More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny. We hand-pick five, ten, even as many as thirty customer service agents to represent you 24/7 and deliver seamless experiences on your behalf through omnichannel provision. Working exclusively for you, they’ll log into your own systems to answer calls and emails, respond on social media, manage your live chat, process orders, take payments and more. As an extension of your brand, your dedicated engagement team will save on recruitment and employment costs, allow you to drive considerable innovation and efficiencies, and guarantee an exceptional customer experience. • Overflow and fully outsourced omnichannel provision • End-to-end customer journey management • High volume customer contact resolution • 24-hour availability and dispatching

Opus Technology 08000 473 537 / k.graham@opustech.co.uk / opustech.co.uk Opus Technology are the UK’s largest B Corp certified managed service provider We are the only MSP in the UK awarded a distinction grade from the Institute of Customer Service If you are looking for next level managed services wrapped with outstanding customer experience, Opus’ is the right partner for your business. Opus strength lies in consistently excelling in the fundamentals across every aspect of our business, and that means as a team, we ensure we deliver high-quality service and performance at every touchpoint of the customer journey. Opus are specialists in delivering contact centre, business telecoms, managed IT, business mobile, IoT and managed-print consultancy. We are the chosen managed service provider for over 1,000 large SME, mid-market, enterprise and public sector organisations across the UK, we continually receive industry recognition and outstanding customer feedback for our services and solutions.

Premier CX 07967 839 332 / gareth.bray@premiercx.co.uk / premiercx.co.uk At Premier CX, we specialise in designing and delivering exceptional customer experiences for contact centres. With over 25 years’ experience, we combine creative thinking with technical expertise to help organisations improve service quality while reducing operational costs. We focus on making customer interactions more intuitive, consistent and effective across every channel. Our managed services span audio, video and digital messaging, enabling businesses to communicate more clearly, increase self service and reduce inbound demand. Our approach is rooted in understanding customer behaviour and applying that insight to create journeys that feel human and easy to navigate. By blending consultancy, technology and content creation, we help organisations improve customer satisfaction, drive efficiency and accelerate digital transformation. Ultimately, we exist to help our clients deliver better experiences at every touchpoint, turning everyday interactions into meaningful, high quality moments that benefit both customers and the business.

Puzzel 03333 000 066 / shaun.earey@puzzel.com / puzzel.com Puzzel is the modular, AI-native CX ecosystem that helps contact centres simplify complexity, unify conversations, and deliver faster, more human service. Our platform brings every channel, system, and stakeholder together— blending automation with real-time agent empowerment to reduce manual work, unlock insights, and improve first-contact resolution. Our unified platform includes everything you need to manage every customer conversation, including Contact Centre, Co-Pilot & Live Summary, Virtual Agents, Workforce Management, Conversational Intelligence and Case Management.

Resolvable 07475 947 395 / jonny@resolvable.com / resolvable.com Resolvable provides two standalone customer service products: AI software and outsourced customer service teams. Our AI product reviews every conversation for quality and compliance, gives agents approved answers, brings knowledge into one place, identifies recurring customer issues and automates suitable enquiries with handovers to people. This improves quality coverage, response consistency, reporting and resolution times. Our outsourcing product provides customer service teams for ongoing operations, seasonal peaks, launches, backlogs or temporary gaps. Teams are trained to each client’s processes, systems and brand standards, providing flexible capacity without the time and fixed cost of permanent recruitment. Each product can be introduced independently to solve a specific operational need. However, they deliver the greatest benefit when combined: outsourced teams provide skilled human support, while the AI monitors quality, supports agents, captures insight and automates appropriate work. This creates a scalable, measurable customer service operation with consistent standards and effective human oversight

Ringover 03300 273 340 / charlotte.marshall@ringover.com / ringover.com Ringover is a AI-powered communication platform helping organisations modernise how they connect with customers and teams. By combining voice, messaging, video, AI-powered insights, and seamless integrations with leading CRM and business applications, Ringover enables businesses to centralise conversations and streamline collaboration across channels. Our platform empowers organisations to automate workflows, gain real-time visibility into communications, and use conversation intelligence to drive better decision-making and customer outcomes. With powerful analytics and AI features, teams can improve productivity, enhance customer experience, and scale operations more efficiently. Trusted by 17,000+ companies worldwide and powered by 15+ global data centres, Ringover provides secure, reliable communications infrastructure for modern, digitally driven organisations.

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.

We help top brands find more value in every interaction

3.3B 800+ 130K

yearly interactions

brands global associates

We’re reinventing how CX is done. So you can expect more in the moments that matter most. See the stories

Our solutions Agent performance

AI-enhanced services

Customer journey optimisation Target automation

Data & analytics

Digital services

Sabio 07799 656 997 / ksomers@sabiogroup.com / sabiogroup.com 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.

Verint 07826 994 684 / josh.fairchild@verint.com / verint.com Verint is a leader in Customer Experience (CX) Automation. We empower brands to achieve better P&L outcomes by delivering superior CX at a lower cost in any interaction, in any channel, anywhere, at any scale. The world’s most iconic brands—including more than 80 of the Fortune 100 companies—use the Verint CX Automation Platform to achieve stronger, faster AI Business Outcomes, Now that reduce costs and elevate CX. With Verint, organizations can leverage data and AI to meet the challenges posed by continued growth in the number of customer interactions and skyrocketing customer expectations for superior experiences. Our customers report measurable improvements to operational costs, revenue, customer churn and employee attrition.

Vonage Business Limited 07508 684 110 / liam.davies@vonage.com / vonage.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.

Wavenet 07983 618 639 / Jon.Moore@wavenet.co.uk / wavenet.co.uk/solutions/contact-centre 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 FA, 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.

Zoho Corporation Limited 07508 330 782 / khaled.miah@zohocorp.com / zoho.com 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.

Zoom 07418 313 825 / antony.vigar@zoom.us / zoom.com Zoom (NASDAQ: ZM) is a system of action for modern work, turning live collaboration into completed results. From entrepreneurs to global enterprises, customers choose Zoom to seamlessly collaborate, communicate, and drive outcomes across meetings, phone, contact center, and more — all with the built-in assistance of Zoom AI Companion. Founded in 2011, Zoom is headquartered in San Jose, CA. For more information, visit zoom.com.

21st October 2026 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.

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CX Solutions Summit

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