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CONTENTS

e’re delighted that you have chosen to join us at the CX Solutions 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 and coffee breaks

Our Partners

Itinerary

‘Web Self-Service & Live Chat:

Seminars

‘Delegates’

‘Contact Centre Knowledge Management Best Practices

Dates for your Diary

Social Media

Supplier Directory

@forumeventsltd #CXSolutionsSummit

@forumevents #forumevents

CX Solutions Summit

For more information about our event, contact: Connor Byrne - Sales Manager on 01992 374087 or c.byrne@forumevents.co.uk Lucia Alio - Delegate Portfolio Manager on 01992 374068 or l.alio@forumevents.co.uk

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Itinerary 08.45 - 09.20 Opening Workshop ‘Designing the Customer Centric System’ Ilenia Vidili Keynote Speaker | Customer Centricity Advisor | Author Meeting Room 3/4/5

09.40 - 10.00 Fireside Chat ‘Beyond the Bot. Humanising the experience in an AI world’ Steve Catchick Speaker & Principal Consultant Clinton Wingrove Principal Consultant Meeting Room 3/4/5

10.05 - 13.05 Face to Face Meetings Quayside Suite

13.05 - 13.50 Networking Buffet Lunch Cinnamon Restaurant

13.55 - 14.15 Fireside Chat ‘Beyond the Channel’ Kirsty Ferguson Key Account Director | Premier CX Adam Lane IT Service Delivery Manager | Linnaeus Group Meeting Room 3/4/5

14.20 - 14.40

Fireside Chat ‘From Conversation to Completion - Key Principles to Design AI in Customer Journeys That Works’ Kelly Hazelton Contact Centre Specialist | Zoom Antony Vigar Contact Centre Sales Manager | Zoom Meeting Room 3/4/5

14.45 - 16.45 Face to Face Meetings Quayside Suite

One-pager

Proximus Global – Connecting, Protecting & Engaging the World Proximus Global is at the forefront of transforming global communications by bringing together the strengths of BICS, Telesign, and Route Mobile. With a reach of over 5 billion people and connected devices, we carry 50% of global data roaming traffic and secures 180+ billion transactions every year, enabling seamless, secure, and personalized communications across the globe.

Our Capabilities Connect: Global reach powered by trusted partnerships and innovative connectivity solutions. Protect: Advanced fraud protection, identity verification, and secure global communications. Engage: Omnichannel messaging and cloud communications that powers customer experiences across SMS, WhatsApp, RCS, email, and more.

Trusted Worldwide Recognized with industry awards including: Best Robocall Mitigation Solution – Juniper Research Jan 2024 Most comprehensive e-SIM Solution of the Year – MVNO Nation 2024 WhatsApp Solutions Partner of the Year – Meta Whatsapp Business Summit India 2024

What Sets Us Apart Global Networks & Data: Unparalleled infrastructure supporting voice, messaging, IP, and signaling networks. Comprehensive Portfolio: From IoT connectivity, mobility and fraud protection to omnichannel engagement. Worldwide Reach: 50+ offices in 100+ countries, 3,500+ clients, and 450+ direct MNO partnerships. Proven Expertise: An experienced leadership team driving innovation across the digital communications value chain.

Overall Fraud Prevention Solution Provider of the Year – 8th Annual CyberSecurity Breakthrough Awards – 2024

What Sets Us Apart Whether it’s delivering real-time flight updates, powering secure banking alerts, enabling seamless e-Commerce onboarding, or connecting global enterprises and mobile operators through intelligent communications infrastructure—Proximus Global is embedded in everyday communications, everywhere.

Web Self-Service & Live Chat: What contact centre teams should compare

ustomers rarely contact an organisation because they want to interact with its contact centre. They want an answer, a problem resolved or something completed. Sometimes that means finding information on a website. Sometimes it requires a short conversation through live chat. Increasingly, it might involve an AI-powered virtual agent capable of answering questions or completing simple transactions.

frequently? Which are relatively straightforward? Which require access to account information or back-office systems? Which involve complex decisions, vulnerability or circumstances where human judgement matters?

independently. Guided journeys can take users through a structured series of questions. Traditional chatbots may use predefined rules and responses, while conversational AI can interpret less structured requests.

A customer checking delivery information has different requirements from somebody disputing a financial transaction or seeking support during a distressing situation.

More advanced AI agents may also interact with connected systems to complete approved actions, such as updating account information or checking an order.

But when self-service fails, customers can find themselves navigating a chatbot, repeating information and eventually contacting a human agent anyway.

These differences should determine which interactions are suitable for automation and which should remain with human advisers.

The technology may have reduced the number of calls arriving directly at the contact centre. It has not necessarily reduced customer effort. That distinction should shape how organisations evaluate web selfservice and chat solutions. The objective isn’t to prevent customers from reaching an agent. It’s to help them reach a satisfactory resolution with as little unnecessary effort as possible. Start with the Customer’s Reason for Contact Before selecting a chatbot or live chat platform, contact centre teams should understand why customers are getting in touch. Which enquiries occur most

Ciptex, for example, has worked with housing charity Shelter on a multichannel contact centre incorporating live chat and chatbotbased triage, with the aim of helping people access information while allowing advisers to focus on more urgent cases. That illustrates an important principle: the most valuable use of self-service is not always eliminating the interaction. It may be identifying the customer’s need and directing them towards the most appropriate support. Understand the Different SelfService Options Web self-service covers several distinct capabilities. A searchable knowledge base can help customers find answers

Live chat serves a different purpose by giving customers access to a human adviser through a digital channel. Capacity provides AI-enabled customer support, knowledge management and workflow automation, while Zoom offers Virtual Agent technology alongside its broader Contact Center platform. The important comparison is not which provider offers the most sophisticated chatbot. It is which combination of knowledge, automation and human support can resolve the organisation’s actual customer enquiries. Read more on the website... Scan or click here to subscribe to the Contact Centre Briefing newsletter

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Seminars WEDNESDAY 21ST OCTOBER

08.45 – 09.20

“Designing the Customer Centric System” Discover how customer centricity can evolve from a slogan everyone repeats into something your organisation actually does, one decision at a time. In this hands on session, participants will work in small groups to run a real customer situation through a simple six pillar system, identifying where the customer falls through the gaps and the practical moves that turn good intentions into clear, owned action that anyone can use the next day. • • •

Ilenia Vidili Keynote Speaker | Customer Centricity Advisor | Author

09.40 – 10.00

Understand what separates a company that talks about customer centricity from one that lives it in its everyday decisions, behaviours, and structures Recognise how the six pillars of a customer centric organisation, from leadership intent to incentives, work together on a single page to build lasting loyalty Leave with a clear, practical canvas to redesign one real part of your customer experience, and keep using long after the session ends

Ilenia Vidili is a sought-after customer-centricity advisor, keynote speaker, and author of Journey to Centricity. With an extensive background in corporate marketing and customer experience for various multinationals, Ilenia gained a deep understanding of consumer behaviour. Through her advisory, masterclasses, and speaking services, she helps companies across the world become customer-centric by streamlining processes, turning product mentalities into people mentalities, and finding practical ways to create more value for their customers. Audiences describe her keynotes as very engaging, inspiring, and practical. Ilenia is also a guest lecturer at universities and a LinkedIn Learning instructor.

“Beyond the Bot. Humanising the experience in an AI world” Humanising the customer experience in an AI World • • • •

Steve Catchick Speaker & Principal Consultant Clinton Wingrove Principal Consultant

The voice of the Customer (VOC) to drive retention CX is a culture - not a strategy Memorable Moments of truth Best use of AI to enhance not replace staff

Steve has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer care programme at IBM, contributed to a substantial increase in sales, Increased customer satisfaction scores and a record high employee morale. He is a member of the Professional Speaking Association and Distinguished Toastmaster with Toastmasters International. His premise is everyone is in sales, everyone is in service and everyone contributes to profit. He promotes the customer experience as the biggest differentiator you have over your competitors. Steve is a military veteran, having served 11 years in HM Forces. Clinton is a master trainer, professional speaker, published author, coach, and HR Consultant. He has invested over four decades observing, researching, and analysing how and why people perform as they do. Applying contemporary behaviour engineering principles, he has worked with thousands of individuals, in hundreds of organisations, and in 14 countries – optimising individual, team and organisational performance and accelerating their development in healthy and ethical workplaces. Clinton is co-author of “SuperTeams: Using the principles of RESPECT to unleash explosive business performance” and author of “Impact Virtually; How to maximise your impact without going anywhere.”

Seminars WEDNESDAY 21ST OCTOBER

13.55 - 14.15

“Beyond the Channel” What a decade of communication change has taught us about creating experiences that actually work • • • •

Kirsty Ferguson Key Account Director | Premier CX Adam Lane IT Service Delivery Manager | Linnaeus Group

The importance of designing for the real-world experience What genuinely changes behaviour Choosing audio, video or both Lessons from behind the scenes

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. Adam Lane is an experienced transformation and service delivery leader with a career spanning retail, healthcare and veterinary services.Following more than 17 years at Selfridges, where he supported technology and customer experience initiatives, Adam moved to Sciensus, helping deliverservices in a highly regulated healthcare environment. Today, as IT Service Delivery Manager at Linnaeus, part of Mars Veterinary Health, he focuses ontechnology adoption, colleague enablement and operational improvement across a large and complex organisation. Passionate about communication,engagement and change, Adam has successfully used video and digital learning to improve training, drive consistency and support better outcomes foremployees and customers alike.

Seminars WEDNESDAY 21ST OCTOBER

14.20 - 14.40

“From Conversation to Completion - Key Principles to Design AI in Customer Journeys That Works” Every organisation is being told to “add AI to customer experience” there is real pressure to get this right. Most customer journeys don’t fail because the model is bad. They fail because the ecosystem around the model, the people, the process, the ownership, and the design, was never thought through. Kelly and Antony take the audience from a very human moment, from “where is my order?” to a practical framework of seven design principles that every CX team can act on. From designing for the moment the conversation breaks down to solving the customer’s problem rather than the business’s pet peeve to knowing exactly when AI should step aside for a human. You’ll leave with a clear reminder that you don’t have to automate everything; you just have to leave the process better than you found it. • •

Kelly Hazelton Contact Centre Specialist | Zoom Antony Vigar Contact Centre Sales Manager | Zoom

• • •

Why AI in CX fails — it’s rarely the model; it’s the missing ecosystem around it A human starting point — using a real customer moment (“Where is my order?”) to ground the framework Seven design principles — a practical, actionable guide every CX team can apply Knowing when to hand over — designing for breakdowns and when AI should step aside for a human Progress over perfection — you don’t need to automate everything, just leave the process better than you found it

Kelly Hazelton is a Contact Centre Sales Specialist at Zoom, where she partners with organisations across the UK and EMEA to design and deliver transformative customer experience solutions. Specialising in Zoom’s Contact Center and Virtual Agent technology, Kelly works closely with customers to modernise omnichannel engagement, integrate AIdriven virtual agents. Known for her hands-on, detail-driven approach, she bridges sales, product, and technical teams to ensure every deployment delivers real operational impact. Antony Vigar is a Contact Center Sales Manager covering the UK, Benelux and South Africa Regions at Zoom. With two decades dedicated to helping companies deliver exceptional customer service, Antony has guided organisations through evolving technology landscapes—balancing infrastructure transformation with shifting customer communication preferences. His focus remains on aligning innovation with genuine service excellence, ensuring businesses stay both technologically current and customer-centric in an everchanging communications environment.

Delegates

Accent Housing Group

Insight & Performance Reporting Manager

Accounts payable Association

Senior Customer Success Manager

Aviva

Lead Customer Journey Assessor Customer Experience & Engagement Function Lead

Breast Cancer UK

Head of Digital Content and Communications

Caxton

Head of Customer Success

Christie & Co

Client Services Director

Cityfibre

Senior Performance & Improvement Manager

Côte Brasserie

Senior Guest Excellence Manager

Crown Commercial Service

Category Lead

Deezer

Vice President, Customer Care

Entain

Senior CX Strategy Manager

ERGEA

Senior Customer Experience Manager

Expedia Group

Senior Manager Customer Experience

Fairview New Homes

Head of Customer Service Customer Experience Manager

Furniturebox

Head of Customer Services

Good Life Sorted

Founder Director

Government Property Agency

Head of Customer Experience

HBM Nigeria a member of the Huaxin Group

Head of CX and Digital Innnovation

Healios

Client Support Manager

IBC Simply

Customer Service Manager

JLL

CX Director

John Lewis

Senior Operations & Performance Manager

London Borough of Brent Council

Service Manager Digital Project Manager

Mars

Consumer Care Director - Europe

Nourish Care

Director of Professional Services Head of Customer Support

Delegates

OCS

CX Manager Customer Experience Director

Oliver Bonas

Customer Service Manager

Pinnacle Group

Head of Contact Centre

Pub Tours

Founder Director

Safestore Limited

Head of Digital Experience

Screwfix

Customer Experience Manager

South London & Maudsley NHS Trust

AI and Automation programme manager

Toyota Financial Services (Uk) PLC

Service Delivery Manager General Manager

Unsworth

Director of Customer Solutions

Years.com

Head of Customer Support

Contact Centre Knowledge Management Best Practices: Keeping agent information accurate and useful

aunching a new knowledgemanagement platform can feel like a major achievement. The content has been migrated. Search is working. Agents have been trained. The new system is live. Then the harder part begins. Products change. Policies are updated. New customer questions appear. Experienced employees develop workarounds. Old articles remain searchable long after the information they contain has become outdated. Over time, the knowledge base can become less reliable without anybody deliberately breaking it. That is why effective contact centre knowledge management needs to be treated as an ongoing operational discipline rather than a one-off technology implementation. The first article in this series explored what customer-service teams should compare when selecting knowledgemanagement software. This followup focuses on what happens next: how organisations keep knowledge accurate, searchable and useful enough that agents continue to trust it. Knowledge Management Is a Living System A knowledge base is never really finished. Every change to: • Products • Pricing • Processes • Regulation • Customer journeys • Technology • Internal responsibilities

…can potentially change the information agents need. That creates a continuous lifecycle: Create -> approve -> publish -> use -> review -> update -> retire The problem occurs when organisations invest heavily in the first three stages and underresource everything afterwards. Capacity’s current guidance on contact centre knowledge management makes a similar point, describing KM as an ongoing function rather than a one-time launch and emphasising ownership, feedback loops and continuous improvement. Capacity – Knowledge Management Best Practices – capacity.com/blog/ knowledge-management-bestpractices Knowledge Principle The value of a knowledge article declines the moment the business changes but the article does not. The challenge is therefore making change visible quickly enough to keep content aligned with reality. Assign an Owner to Every Important Knowledge Area One of the simplest governance improvements is giving knowledge clear ownership. An article about refunds might belong to: Customer Operations A payment-security procedure might belong to: Risk & Compliance Technical troubleshooting might belong to: Product Support The exact structure matters less than ensuring somebody is

responsible for answering: • Is this still correct? • Does it need updating? • Who approves changes? • When should it be retired? Without an owner, outdated content can remain available indefinitely because everybody assumes somebody else is maintaining it. A mature knowledge-management system should ideally record: • Content owner • Last review date • Next review date • Version • Approval status Governance Insight Don’t create a generic owner called: “Knowledge Management Team.“ That team can govern the process, but subject-matter experts should remain accountable for the accuracy of the information itself. Use Different Review Cycles for Different Content Not every knowledge article carries the same risk. A generic explanation of how to reset a user preference may remain accurate for years. A regulatory process or pricing rule could change several times within a year. Read more in the website...

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Customers value the experience and how they are treated. That’s why “Unknown” messages or calls are often ignored. The key is to immediately convey trust and transparency … then customers know it’s you and are more apt to engage.

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Dates for your Diary

5th & 6th May 2027

Radisson Hotel & Conference Centre London Heathrow

13th & 14th September 2027 The Manchester Deansgate Hotel Scan or click here for our website:

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CX Suite

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Transform Every Customer Conversation with AI CX Suite helps organisations deliver faster, smarter and more personalised customer experiences across every channel. Whether you're looking to improve customer satisfaction, empower agents, reduce costs or modernise your contact centre, CX Suite brings everything together in a single cloud platform.

Why CX Leaders Choose CX Suite AI-powered virtual agents available 24/7

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Seamless CRM integration

Omnichannel engagement across voice, email, chat, SMS and social

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Meet the team Rishi KUMAR CX Business Strategy

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Matt HUBBER CX Specialist

matt.hubber@magellangroup.eu 07483679630

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KNOW YOUR EXPERIENCE!

Supplier Directory AIRCALL +33 176 360 695 / Anila.mushtaq@aircall.io / aircall.io At Aircall, we’ve built an AI-powered platform for customer conversations, trusted by 23,000+ businesses across 120+ countries. It’s cloud-based, needs no coding or hardware, and integrates with 100+ business tools. Our AI Agents handle conversations across channels. Inbound agents answer every call instantly, qualify leads, and route callers by intent. Outbound agents handle follow-ups, reminders, and renewals. They also handle SMS and WhatsApp. With AI Actions, our agents can update CRM records, create tickets, or book meetings during the call, with no-code setup. AI Assist Pro supports your human reps with real-time coaching: Contact Insights before calls, live transcription, prompts, and playbooks like BANT or SPICED during calls, plus automated summaries, follow-up emails, and call scoring afterward. For sales teams, we o er tools like Power Dialer and Whisper Guidance. For support teams, we provide customer context, auto-logging, and Smartflows for building call routing visually.

ARVATO CONNECT 07392 864 649 / Al.Davies@arvatoconnect.co.uk / arvatoconnect.co.uk ArvatoConnect partners with leading brands and organisations to transform customer, colleague and citizen experiences, while delivering measurable, lasting outcomes. By embedding innovative technologies and placing AI at the core, we help clients move further, faster, and unlock real operational and business impact. With a tech-agnostic approach, we integrate the right platforms, data and customer journeys into intelligent, cohesive ecosystems, powered by deep partnerships and our own evolving digital capabilities. From highly regulated industries to the public sector, we deliver secure, ethical and compliant transformation at pace. A division of Bertelsmann, ArvatoConnect employs approximately 800 people in the UK and is headquartered in Datchet, with other offices in Swansea, Newcastle and Willerby.

CAPLENA 07968 969 947 / tony@caplena.com / caplena.com/en Caplena is the feedback intelligence layer trusted by leading brands and market research agencies to turn openended surveys, reviews, and employee feedback into precise insights — without the rigidity of traditional CX platforms. Built with Swiss precision, Caplena combines deep analytical power with intuitive simplicity. Research teams conduct sophisticated analysis independently. Business teams explore and act on insights effortlessly. Everyone moves faster. 200+ organizations — including DHL, Lufthansa, and Ipsos — trust Caplena for human-level accuracy, agentic workflows, and insight-led decisions. We believe feedback should be accessible, actionable, and drive change — not a bottleneck.

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 CX and customer service leaders, choices around customer experience platforms, AI, automation, customer insight, omnichannel service and customer data 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-today 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.

ENGHOUSE INTERACTIVE +35 387 748 9000 / Eddie.Callaghan@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.

EXPONENTIAL-E 07874 780 051 / Daniel.Marmion@Exponential-e.com / exponential-e.com Exponential-e delivers secure, scalable Contact Centre as a Service (CCaaS) solutions that help organisations transform customer experience, improve agent performance and optimise operations. Our consultative approach combines omnichannel engagement, AI-powered agent assist, intelligent routing, CRM integration, workforce optimisation, analytics and workflow automation, supported by resilient UK infrastructure and 24/7 UK-based support. As a Five9 partner, Exponential-e provides a high-scale, secure and flexible cloud contact centre platform, combining Five9’s omnichannel, AI and analytics capabilities with our expertise across cloud, connectivity, security and managed services. We work with customers to design, integrate and optimise solutions around their specific customer journeys, operational goals and KPIs.

IP INTEGRATION LTD 07813 091 247 / Sam.Windridge@ipintegration.com / ipintegration.com IPI helps organisations turn complex customer contact environments into better, more joinedup experiences for customers and colleagues. We work with contact centre and customer service leaders to solve the operational challenges that sit between technology, people and process, from fragmented customer journeys and inefficient workflows to introducing AI in ways that deliver practical, measurable value. As a long-standing CX technology specialist, we work with Genesys, alongside our own flexible ElasticCX CCaaS platform and Cloud PCI secure payment solutions. But our focus goes beyond implementing technology. We help organisations make different elements of customer experience work together, connecting channels, data, automation, AI and secure payments around outcomes they want to achieve. Whether the priority is improving efficiency, simplifying operations, increasing resilience or delivering a more consistent customer experience, IPI combines deep contact centre expertise with Practical Intelligence to help organisations make better decisions about where technology can make the biggest difference.

MAGELLAN 01156 787 639 / matt.hubber@magellangroup.eu / magellangroup.eu/products/cx-suite/ 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.

MARKET II 07720391779 / dheal@marketii.com / marketii.com Marketii is a leading CX survey company providing a tailored platform covering all survey types from email, phone, sms, QR, embedded link surveys, to then provide realtime dashboards, deep dive analytics and actionable plans. We gain the insight into what your customers think of your people, your processes and products so you can retain more customers, build better journeys and improve operational processes. Looking at the customer channels you use, we help understand what is working well, what needs improving and why. With over 20 years experience of working with SME’s to global companies such as Acer, Hitachi and Dyson. Transactional triggered programs often include NPS and a range of customer elements dependent on the customer channel or part of the business being surveyed. We also run overarching relationship surveys with key stakeholders, distributors, partners and decision makers to build a complete picture of customer excellence.

MONEYPENNY 0333 202 1005 / sharon.boyle@moneypenny.co.uk / moneypenny.com/uk Moneypenny: Extraordinary people delivering customer service provision More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny. We hand-pick five, ten, even as many as thirty customer service agents to represent you 24/7 and deliver seamless experiences on your behalf through omnichannel provision. Working exclusively for you, they’ll log into your own systems to answer calls and emails, respond on social media, manage your live chat, process orders, take payments and more. As an extension of your brand, your dedicated engagement team will save on recruitment and employment costs, allow you to drive considerable innovation and efficiencies, and guarantee an exceptional customer experience. Overflow and fully outsourced omnichannel provision Endto-end customer journey management High volume customer contact resolution 24-hour availability and dispatching.

ONEPILOT 07940 520 956 / george@onepilot.co / onepilot.co Onepilot is redefining customer experience outsourcing with the right Human-AI mix. Trusted by over 250 organisations worldwide, from fast-growing scale-ups to established blue-chip companies, Onepilot delivers customer support, sales & retention, and trust & safety services in the most efficient and flexible way. Onepilot’s proprietary AI works on two levels. Its AI agents automate up to 80% of customer interactions, resolving repetitive requests end-to-end. Behind the scenes, its AI-driven customer care OS cuts processing times by up to 40%, boosts agent productivity and streamlines management, giving clients tight control of unit costs and a high-quality, responsive customer experience. Advanced matchmaking across its 2,000+ agent base aligns soft, hard and unique “mad” skills for optimal performance. Onepilot supports 35+ languages across all channels and scales with clients from a focused pilot to full-volume operations, while cutting costs by 10-30% compared to competitors.

PREMIER CX 07584 091 280 / kirsty.ferguson@premiercx.co.uk / premiercx.co.uk Premier CX helps contact centres improve customer experience, workforce performance and customer communications through specialist managed services. We combine deep contact centre expertise with innovative technology to solve some of the industry’s biggest challenges. A key focus for Premier CX is recruitment transformation through our partnership with HiringBranch. The AI-powered assessment platform helps organisations identify candidates with the communication, empathy, critical thinking and problem-solving skills needed to succeed in customer-facing roles. Using realistic job simulations rather than CVs alone, HiringBranch enables fairer, skills-based hiring that improves quality of hire, reduces attrition and creates a more efficient recruitment process. Alongside recruitment, our Video Managed Service helps organisations deliver clear, accessible and engaging digital communications. From customer service updates and onboarding journeys to training, compliance and accessibility initiatives, we create professional video content that improves understanding, increases engagement and supports audiences with diverse communication needs through subtitles, multilingual content and AI-enhanced capabilities.

PREMIUM PLUS +35 191 308 6261 / rafaelduarte@premiumplus.io / premiumplus.io Premium Plus helps organisations deliver better customer experiences through Zendesk. As an official Zendesk Premier Partner, we support companies across EMEA with everything from implementation and optimisation to custom themes, apps, and integrations. Our team ensures Zendesk is set up to meet each client’s needs, improving efficiency and customer satisfaction. We also provide training, onboarding, and strategic guidance to help teams get the most out of their tools. Whether you’re starting from scratch or looking to enhance your existing setup, Premium Plus makes Zendesk work better for you.

PROINSIGHT 020 3095 4954 / Robert.brocklesby@proinsight.org / proinsight.org Proinsight is an independent customer experience insight specialist, helping brands understand how their business truly performs at the customer level. We combine industry expertise with a practical, partnership-led approach, supporting organisations across retail, hospitality, leisure and service sectors to improve performance through meaningful, measurable insight. We design and deliver bespoke mystery shopping, audit and customer experience programmes that provide clear, actionable insight. Our reporting highlights strengths, identifies opportunities and supports training and development. We turn real customer journeys into practical recommendations that drive improvements in service delivery, sales performance and brand consistency. We go beyond scoring and compliance. Our programmes are tailored, commercially focused and designed to drive behavioural change. We prioritise clarity, speed and partnership, ensuring insights are easy to understand and implement. Clients value our flexibility, sector knowledge and commitment to delivering measurable return on investment.

PROXIMUS GLOBAL 07393 441 822 / atutunovic@telesign.com / proximusglobal.com Proximus Global brings together Telesign, BICS and Route Mobile to help businesses connect, protect and engage their customers across every stage of the journey. Trusted by two-thirds of the world’s largest brands, we reach over 5 billion subscribers, secure more than 180 billion transactions a year and cover 230+ countries and territories. For CX leaders, our portfolio combines omnichannel engagement with built-in trust. Route Mobile’s CPaaS platform powers conversations over SMS, WhatsApp, RCS, Viber, email, voice and AI-driven chatbots. Telesign’s digital identity and AI-powered fraud intelligence verify customers seamlessly, reducing friction at sign-up and login while stopping fraud and account takeover. BICS provides the global connectivity, messaging and voice infrastructure underneath it all. The result: secure, personalised customer experiences that build loyalty and confidence, delivered at global scale with local expertise.

SURVEYSPARROW +18 004 810 410 / ganesh@surveysparrow.com / surveysparrow.com Founded in 2017 and headquartered in San Francisco, California, SurveySparrow is a experience management platform helping organisations listen to customers, understand what matters, and take action. Its core solutions, SurveySparrow and SparrowDesk, bring feedback and customer support into one connected CX loop. SurveySparrow helps organisations capture customer feedback through engaging surveys and conversational experiences, uncover meaningful insights, and understand what customers really think. SparrowDesk brings AI-powered customer support into the loop, helping teams automate resolutions, assist agents, and resolve customer queries faster. Together, SurveySparrow and SparrowDesk help organisations move seamlessly from listening to analysing to resolving, turning customer feedback into intelligent action and continuously improving the customer experience. Trusted by 100,000+ customers across 150+ countries, SurveySparrow has powered more than 10 million CX surveys, helping organisations build more responsive, connected, and customer-centric experiences.

TRIBECX +97 155 813 8577 / penny.couchman@tribecx.com / tribecx.com Organisations are under pressure to reduce cost to serve, increase revenue, and build cultures that consistently deliver better experiences. TribeCX helps make that happen through customer-led change. We are experts in bringing brands to life by turning customer promises into everyday experiences. By focusing teams on what matters most to customers and employees, we help organisations shift behaviours, strengthen culture, and improve business performance. Our approach combines customer insight, journey management, capability building, and practical implementation. We embed change into day-today operations through a series of AI plays, applied to each role. The outputs are digital Experience Playbooks that connect customer needs with ways of working embedded into workflows, tools & resources, and role-based training in one place. The result is sustainable customer-led change that scales across the organisation, enabling teams to deliver better experiences, better outcomes, and measurable business impact. Experience Playbooks: Bringing brands to life. Driving performance. Sustaining change.

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.

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How video transforms your communication: Caters to accessibility Better for engagement Built for effective AEO/GEO Reporting & continuous improvement Encourages self-service Video supports accessibility, can be optimised for modern AEO strategies and provides valuable analytics in ways text-based communication cannot. We deliver all of this through our Video Managed Service. We'd love to tell you more.

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VONAGE BUSINESS LIMITED 0330 808 9348 / matt.finn@vonage.com / vonage.co.uk Vonage, a part of Ericsson, creates technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud. The company’s technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions. Trusted by enterprises across industries and embraced by developers around the world, Vonage is committed to reimagining every digital interaction. Vonage is a whollyowned subsidiary of Ericsson (NASDAQ: ERIC) and operates within Ericsson Group Business Area Global Communications Platform (BGCP). Follow @Vonage.

XDROID +31 653 648 794 / gerry.degraaf@xdroid.com / xdroid.com Xdroid is a leading provider of AI-powered Customer Interaction Intelligence solutions that help organizations transform customer conversations into actionable business insights. Our portfolio includes Omnichannel Analytics, which analyzes voice, chat, email, and tickets to provide a complete view of the customer journey; Xdroid Insights, a self-service Speech Analytics platform that can be deployed in minutes without complex implementations; Real- Time AgentAssist, which delivers live agent guidance, compliance monitoring, and alerts during customer interactions; and IQ Coach, an AI-powered training solution that enables agents to practice realistic customer scenarios and develop their skills through targeted, personalized training. Trusted by organizations worldwide, Xdroid helps businesses improve customer experience, optimize operations, increase revenue, and drive continuous agent performance through advanced interaction analytics and AI.

ZOOM 0800 368 7314 / abby.davies@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.

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