CX Solutions Summit 2025 Event Guide

2 2 N D O C TO B E R 2 02 5 H I LTO N C A N A RY W H A R F

CONTENTS

W

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!

4 6 8

Our Partners

Itinerary

‘Web Self-Service/ Chat Month: Balancing automation and empathy in live chat’

10 12 14

Seminars

‘Knowledge Management: How AI is helping agents stay ahead of the game’

Delegates

16

‘Training & Development: Moving beyond the script towards soft skills in an age of empathy, AI and escalation’

18 20

Dates for your Diary

Supplier Directory

Follow us on socials

@forumeventsltd #FECXSolutionsSummit

@forumevents #forumevents

CX Solutions Summit

For more information about our event, contact: Mark Connell - Portfolio Sales Manager on 01992 374083 or M.Connell@forumevents.co.uk Lucia Alio - Delegate Portfolio Manager on 01992 374068 or L.Alio@forumevents.co.uk

Brought to you by

@ForumEventsLtd

3

Our Partners

4

Who We Are

TM

TTEC Digital is a full-service customer experience (CX) consulting and solution delivery provider focused on helping organisations create better experiences for their customers.

For over 40 years, we’ve innovated on the world’s leading technology platforms, demonstrating our expertise in CX strategy, data analytics, AI, and more. We’ve grown into a global leader in CX consulting and technology services – and we’re ready to put our experience to work for you.

What we do TTEC Digital offers customer experience consulting, software, and technology services at the intersection of Contact Centre, CRM, Analytics & AI. Our work delivers powerful CX outcomes that drive shareholder value, such as increased revenue, improved productivity, and lower cost.

Our impact is global, and so is our team of innovators.

40+

1,800+

99%

100+

5+

Years in the business

Global employees

CST score

EMEA clients

Fortune 25 clients

3x ‘Strong Performer’

Leader Forrester Customer Analytics Provider

EmeaEnquiries@ttecdigital.com | www.ttecdigital.com

Everest CXM Services PEAK Matrix

©TTEC Digital 2025 09/03/25

Itinerary 08.45 - 09.30 Opening Presentation ‘Revolutionising Customer Experience with AI: Essential Insights for CX Leaders’ Rachel Williams The Experience Corporation Meeting Room 3/4/5

09.40 - 10.00 Seminar ‘WhatsApp Automation’ Gareth Bray Premier CX 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 Seminar ‘The Future of CX in the UK Market’ Tyrone Stephens Wavenet Meeting Room 3/4/5

14.20 - 14.40 Seminar ‘The Role of Human Touch in an increasingly Digital World’ Dr Nicola Millard BT Business CTO Meeting Room 3/4/5

14.45 - 16.50 Face to Face Meetings Quayside Suite

6

More omnichannel support.

Less “ummm… hold on a sec.”

AI-assisted customer service software

uncomplicates

Web Self-Service/Chat Month: Balancing automation and empathy in live chat

C

ontact centres are under pressure to deliver faster, more efficient service, without losing the personal touch that drives satisfaction and loyalty. The good news is that conversational AI is emerging as the bridge between automation and empathy, enabling organisations to streamline service while maintaining a human-centred experience…

Beyond the Scripted Chatbot Early chatbots were limited by static scripts and keyword triggers, often frustrating customers who just wanted to speak to a human.

The new generation of AI-powered conversational platforms is far more sophisticated. Using natural language processing (NLP), contextual memory, and emotion detection, these systems can interpret intent, respond conversationally, and even escalate to an agent with full context when needed.

8

designing chat experiences that are empathetic, transparent, and human in tone, even when fully automated.

Leading contact centres are combining conversational AI with behavioural analytics to recognise emotional cues. For instance, if a customer’s language suggests frustration, the AI can automatically adjust its tone or hand the conversation to a live agent. This blend of automation and empathy not only reduces friction but also strengthens trust.

Empowering Agents, Not Replacing Them AI is increasingly being used to augment agent performance, not eliminate it. Real-time transcription, suggested responses, and knowledge base lookups enable agents to resolve issues faster and more confidently.

Rather than replacing human interaction, AI now acts as a co-pilot: handling simple queries autonomously while equipping live agents with real-time recommendations and next-best actions for more complex cases.

This shift is giving rise to the ‘augmented agent’, a professional supported by AI-driven insights who can focus on problem-solving, empathy, and relationship-building rather than routine tasks. The result: shorter handling times, higher first-contact resolution rates, and improved employee satisfaction.

Automation with Empathy

Building the Future of Chat

The key to success lies in balance.

Customers are generally open to interacting with bots, provided they feel heard and helped. That means

For 2026 and beyond, the most effective conversational AI strategies will prioritise:

• • • •

Seamless integration between chatbots, self-service, and live channels Transparent handover between AI and human agents Continuous learning through feedback and analytics A brand voice that feels authentic across all interactions

Conversational AI can be a CX differentiator. By pairing automation with empathy, contact centres can create experiences that are not just efficient, but genuinely human.

The organisations that master this balance will define the gold standard for customer engagement in the digital era.

Scan or click here to subscribe to the Contact Centre Briefing newsletter

Elevate your agent experience Agent experience is a critical challenge in contact centres, contributing to high attrition rates. Many agents transition to industries like retail and hospitality, seeking less stressful work environments and more streamlined processes.

Reasons why your agent experience is poor: •

High attrition rates in contact centres impact overall performance

•

Agents often leave due to high stress, challenging interactions, and complex call types

•

Outdated, manual processes and technology increase job dissatisfaction

•

Retail and hospitality offer lower-stress alternatives that attract agents

•

Higher salaries can be a big factor in agent turnover

•

Understaffing leads to longer wait times and greater pressure on agents

Wavenet look after some of the UK’s largest contact centres and can work with you to optimise your customer service strategy.

Our Partners

Let’s talk 0333 863 3000

enquiries@wavenet.co.uk wavenet.co.uk/contact-centre

Seminars WEDNESDAY 22ND OCTOBER

08.45 – 09.30

“Revolutionising Customer Experience with AI: Essential Insights for CX Leaders” Unlock the power of AI in CX! Designed for CX leaders, this talk delivers essential insights, real-world examples and strategies to stay ahead in creating exceptional, data-driven customer experiences.

• • • •

Rachel Williams Founder The Experience Corporation

09.40 – 10.00

The Evolution of Customer Experience: how customer expectations have shifted in the digital era. Why should we be exploring AI now?

AI-Powered CX: Key insights and use cases such as personalisation, self-service and customer onboarding.

The Positive Impact on Business Operations: how AI chatbots are evolving, using AI to become more efficient the crucial partnership between employees and bots.

The Role of CX Leaders in Driving AI Success: how to drive meaningful innovation with measurable and profitable results that improve customer satisfaction.

Rachel Williams is a forward thinking CX Consultant, Writer, Trainer and Speaker dedicated to helping organisations to deliver exceptional customer experiences.

Recognised as a Top 25 Global CX Influencer in 2023 and 2024, she has contributed to MyCustomer.com, CXM, and Call Centre Helper Magazine.

With over 15 years of experience in financial services, complaint handling and government, Rachel brings a wealth of expertise in client and customer relations.

She founded The Experience Corporation to elevate customer experiences for company’s across industries and has worked with clients such as the UK’s National Health Service.

“WhatsApp Automation” Many businesses consider WhatsApp as ‘just another channel’ and overlook the power and cost advantages of automation and integrations. Join us for ademonstration of the art of the possible.

• • • •

Gareth Bray Business Development Director Premier CX

10

An overview of why WhatsApp should be the channel of choice The benefits of WhatsApp in the call centre Using WhatsApp automation to increase agent efficiency WhatsApp integrations to make basic interactions completely agent-free

Gareth Bray was Meta’s 3rd employee in Europe responsible for building the WhatsApp Business Platform strategy and, partner channel and go-to-market proposition across EMEA from zero to a multi-million business. He has advised on many of the biggest and most successful WhatsApp implementations, seen what works, (and what doesn’t) for multiple end clients. Now he uses that experience to advise companies on the best of breed in technology and best practice to leverage the platform at scale.

Seminars WEDNESDAY 22ND OCTOBER

13.55 - 14.15

“The Future of CX in the UK Market” In this session, we will explore how the UK contact centre market is set to evolve between now and 2030, why it is expected to buck global trends, and how AI will be at the core of this transformation; reshaping operations, elevating customer interactions, and redefining the role of the human agent.”

Tyrone Stephens is a channel leader in EMEA helping resellers, distributors, and referral partners grow revenue with innovative CCaaS solutions. Passionate about building scalable partner ecosystems and delivering predictable growth through collaboration.

Tyrone Stephens Director, Channel Sales EMEA Wavenet

14.20 – 14.40

“The Role of Human Touch in an Increasingly Digital World” Our regular global temperature check of customer needs looks at what they expect from customer experience, channel preferences, their attitudes to innovations such as AI and the metaverse, and what it means for the future contact centre.

•

•

Dr Nicola Millard Principal Innovation Partner BT Business CTO

For over ten years now, our global Autonomous Customer research has provided data on consumer attitudes and usage patterns, as well as how they’re changing.

The ability to track change over time gives valuable context on which to base customer experience and channel strategies.

The pandemic changed many things – including the rate of digital change - but customer expectations have stayed stubbornly constant and are firmly centred on the long-standing desire for easy and convenient ways of doing things.

In her long and varied career at BT Nicola Millard has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was involved with some BT firsts, including the first application of artificial intelligence into BT’s call centres, BT’s initial experiments with home working, and helping to develop BT’s “net easy” score, a new way of measuring customer experience. She currently looks at innovation in both employee and customer experience for BT’s Business customers.

She is the author of over 50 papers and 1 book, an award-winning presenter, and a judge on numerous award panels. In both 2020 & 2021 she was listed as one of the top 20 UK CX Influencers by CX Magazine.

11

Knowledge Management: Tips for supporting distributed teams and remote agents

M

any contact centres have transformed from centralised hubs towards a distributed workforce ecosystem.

Agents can now work across home offices, satellite hubs, and traditional centres, sometimes all within the same week. For contact centre leaders attending our Summit, the challenge is clear: how do you ensure every agent has consistent, accurate, and timely knowledge at their fingertips, no matter where they are?

The answer lies in a new generation of cloud-based knowledge management (KM) platforms, AIdriven assistants, and embedded widgets that keep hybrid and remote teams connected, compliant, and confident.

Cloud-Based Platforms for Always-On Access Legacy knowledge systems hosted on local servers are ill-suited for distributed teams. Modern KM platforms are now cloud-native, giving agents seamless access to the same up-to-date knowledge base from any device, location, or channel.

This consistency reduces errors and ensures that compliance-critical information, such as regulatory updates or policy changes, is available in real time. For highly regulated industries like financial services or healthcare, cloud-based KM has become a non-negotiable foundation.

12

AI Assistants as Co-Pilots

Building Culture in a Hybrid Era

Artificial intelligence is reshaping how agents find and use information.

Instead of manually searching databases, AI assistants act as realtime co-pilots, surfacing the most relevant knowledge article based on the context of the call, chat, or email.

Technology alone is not enough.

Successful KM strategies combine tools with a culture of continuous improvement and shared ownership.

Encouraging agents to flag gaps, suggest updates, or rate article usefulness ensures that the knowledge base evolves alongside customer needs.

Some platforms now analyse conversation transcripts live, pushing recommended responses or compliance scripts directly to the agent. This reduces average handling time and improves first contact resolution, while boosting agent confidence, especially for new or remote hires who lack the informal peer support of a physical call floor.

Embedded Knowledge Widgets

Effective knowledge management is the glue that holds hybrid contact centres together. By investing in cloud-based platforms, AI copilots, and embedded knowledge tools, organisations can empower distributed teams to deliver consistent, compliant, and confident customer experiences, wherever they work.

Rather than forcing agents to toggle between multiple systems, leading organisations are embedding knowledge widgets directly into CRM, ticketing, and communications tools. With contextual guidance available within their workflow, agents can resolve queries faster and with fewer clicks.

This embedded approach is particularly valuable in hybrid environments, where distractions and isolation can increase error rates.

By streamlining access to the right knowledge, organisations strengthen both compliance and customer experience.

Scan or click here to subscribe to the Contact Centre Briefing newsletter

Delegates ATG Entertainment

Head of Customer Experience

BBC Studios

Head of Finance

BioCare

Head of Customer Service Customer Service Team Leader

Birkdale Sales Ltd

Head of Customer Experience

Bloor Homes

Head of Customer Care

Cancer Research UK

Senior Manager Consumer Experience

Canon Europe Ltd

EMEA Digital Ops Director

Cappagh Browne Utilities Ltd

Head of PMO & Digital Head of Communications & Customer

CGI

Director Contact Centre & Customer Experience

Chambers and Partners

Customer Support Manager

Chubb Fire & Security

Director Customer Service

Clarins UK Ltd

Customer Service Manager (Trade/Ecom and Consumer) Ecom/Consumer Team Leader

Clarks

Programme manager

Corpay

Customer Experience Manager

Cotswold Fayre

Head of Purpose & Culture Customer Service Manager

F&I Online Ltd

Customer Care Manager

Furniturebox

Head of Customer Services

G4S

Portal Manager

Get A Drip

Customer Service Manager

Grant A Smile

Director of Special Projects

GSK

Customer Experience Manager

Harrods

Senior CRM & Retention Manager

Healix International

Customer Operations Director Director of Security

14

HiyaCar Limited

COO

Holland and Barrett

Head Of Customer Engagement Centre

Hologic

Senior Manager, CX, International

Interactive Investor

CX Lead

Jellycat

Customer Service Manager

Look Ahead Care & Support Ltd

Head of Customer Service

Magenta Living

Customer Voice Lead

measurable.energy

Head of CS

Old Mutual Limited

Head of Customer Outcomes

OMNES

Customer Care Manager

Pinnacle Group

Head of Contact Centre

Ruka

Customer Experience Lead

SEGA

CRM Manager/ CRM Tech Lead

Tapestry

Customer Experience Manager (Europe)

Toyota Financial Services (Uk) PLC

Service Delivery Manager

UKLASH

Ecommerce Growth Manager

VIEVE

Chief Customor Experience Officer

Technologies we source: Cloud 67 providers CCaaS 44 providers Colocation 69 providers Connectivity 88 providers SDWAN/SASE 55 providers Managed security & CSOC 77 providers UCaaS 56 providers

Training & Development: Moving beyond the script towards soft skills in an age of empathy, AI and escalation

A

s we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and deescalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not just to follow scripts, but to navigate nuanced conversations with care, confidence, and adaptability…

The Human-AI Interface As AI-powered tools such as chatbots and virtual assistants manage routine queries, human agents are now often tasked with more emotionally charged or highstakes interactions. These may involve complaints, escalations, or vulnerable customers needing extra support. To succeed in this environment, agents must be equipped with emotional intelligence, active listening skills, and the ability to think critically, traits that no AI can fully replicate.

Contact centres are therefore shifting their training priorities.

Traditional call scripting is being augmented, or even replaced, by

16

roleplay-based learning, empathy mapping, and scenario simulation.

This helps staff learn how to read tone, understand unspoken cues, and adapt their responses accordingly.

Training for the Tough Stuff Escalation scenarios are a particular area of focus. Customers who reach human agents are often already frustrated, and how those calls are handled can define a brand’s reputation. To this end, progressive training programmes now include modules on conflict resolution, emotional regulation, and inclusive communication. These are increasingly delivered via immersive methods such as virtual reality (VR) and AI-powered conversation simulators, which allow for real-time feedback and reflection.

agents might benefit from additional support.

A Culture of Empathy Embedding soft skills doesn’t stop at training. It requires a culture shift, one that values care as much as conversion. That means hiring for attitude as well as aptitude, celebrating emotionally intelligent service, and ensuring that agent wellbeing is protected so they’re better positioned to support others.

In an era where technology handles the transactional, it’s human empathy that defines the exceptional.

Soft Skills, Hard Metrics One of the key developments in 2025 is the ability to measure the impact of soft skills on performance.

Sentiment analysis tools and AIdriven quality assurance platforms can assess not just what was said, but how it was said, tracking tone, pacing, and customer sentiment over time. This data can then inform personalised coaching plans, highlighting where individual

Scan or click here to subscribe to the Contact Centre Briefing newsletter

opustech.co.uk

The Next Level Managed Service Provider

UC

Contact Centre

IT

Mobile

Print

Dates for your Diary

5th February 2026 Hilton Canary Wharf

9th July 2026

5th February 2026 Hilton Canary Wharf

9th July 2026

Hilton Canary Wharf

Hilton Canary Wharf

Scan or click here for our website:

Scan or click here for our website:

CONTACT CENTRE & CUSTOMER SERVICES

6th & 7th May 2026

Radisson Hotel, London Heathrow

14th & 15th September 2026

21st October 2026 Hilton Canary Wharf

The Manchester Deansgate Hotel Scan or click here for our website:

18

Scan or click here for our website:

SHARE YOUR TIME AT OUR EVENT ON SOCIAL MEDIA! #FECXSolutionsSummit @forumeventsltd @forumevents Forum Events & Media Group

ALSO LET

KNOW YOUR EXPERIENCE!

Supplier Directory CustomerSure 07435 958 373 / darren.wake@customersure.com / customersure.com CustomerSure is a Voice of the Customer (VoC) platform that gives organisations a faster, smarter way to turn customer feedback into meaningful business results. Where other platforms overwhelm or fall short on impact, we focus on what matters most - making feedback actionable, proving compliance and showing measurable outcomes.

Our intuitive platform is easy for teams to adopt and quick to deliver results. Insights reach the right people at the right time, so action happens in days rather than months. CX leaders gain the proof and momentum they need to champion change, compliance specialists gain auditready reporting that satisfies regulators, and boards see clear evidence of ROI. And because our expertise is built in, clients get more than software - they gain a partner who helps them embed change, build confidence, drive results and sustain improvements. Your customers have a voice. We make sure it counts.

Darwin Tech 07834 907 271 / SimonTillyer@darwin-tech.com / darwin-tech.com We are not the technology; we are the process that sits in front of it. Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or vendors. But the IT marketplace is complex, competitive and constantly evolving. The Darwin buying experience removes the stress of deadline chasing and vendor selection. You get a streamlined, fully managed procurement process that’s easier, faster and risk-free. Less time, money and effort buying the technology means more focus on finding the best fit.

Freshworks UK Ltd 08081 698 824 / benn.woodbridge@freshworks.com / freshworks.com Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive.

Over 73,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. For the latest company news and customer stories, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

20

HGS 07827 940 800 / rob.irons@teamhgs.com / teamhgs.com HGS is a full-service, applied AI business process improvement leader in CX, Data and Analytics, and Digital/ Automation solutions. Leveraging our deep expertise and significant investment in advanced technologies, HGS helps companies build for the future by transforming legacy ways of working and by inventing to simplify. Across 32 delivery centres in 9 countries, our 20,000+ employees continually transform, optimise, and grow businesses to exceed everrising customer expectations. Learn how we champion every moment at www.hgs.cx

Kerv 07912 977 191 / jeremy.curling@kerv.com / kerv.com Kerv is an established Genesys elite partner, and the longest standing Genesys Cloud partner in EMEA with the most deployments. Our deep expertise on Genesys Cloud helps you completely personalise your customer experience, improve customer insights, reduce effort with seamless integrations and AI automation, allowing you to deliver amazing service when it matters most. Through our 24/7 support services and Customer Success practice we are focused on our customers getting the greatest benefit from their Genesys Cloud investment. As your business and priorities change, and as the technology evolves, Kerv is here to help join the dots for both your CX and EX. We are extremely proud of our 99% CSAT score from our customers following their Genesys Cloud deployment.

Some of our customers include Atom Bank, PureGym, Somerset Council, Skipton Building Society, University College London and Walsall Council.

Mayday +33 620 174 156 / hugo.ramadier@getmayday.co / mayday.fr/en The leading AI-driven knowledge management platform trusted by 150+ customer service teams to deliver the right knowledge at the right time and place. Unlock seamless customer experiences thanks to our powerful all-in-one suite: intelligent knowledge base, dynamic FAQ, and learning management system.

21

Moneypenny 03332 021 005 / samantha.jones@moneypenny.co.uk / moneypenny.com/uk Moneypenny More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny.

We hand-pick five, ten, even as many as thirty customer service agents to represent you 24/7 and deliver seamless experiences on your behalf through omnichannel provision. Working exclusively for you, they’ll log into your own systems to answer calls and emails, respond on social media, manage your live chat, process orders, take payments and more. As an extension of your brand, your dedicated engagement team will save on recruitment costs, allow you to drive considerable innovation and efficiencies, and guarantee an exceptional customer experience.

• Overflow and fully outsourced omnichannel provision • End-to-end customer journey management • High volume customer contact resolution • 24-hour availability and dispatching Talk to us today Let’s discuss your requirements in more detail, and together we’ll scope out your vision.

0333 202 1005 hello@moneypenny.co.uk

NFON 02037 406 725 / rob.bacon@nfon.com / nfon.com/gb NFON UK is the UK team of Europe’s leading cloud telephony provider, delivering intelligent, AI-powered communication solutions that help organisations work smarter and communicate more effectively. Our flagship product, Contact Center, takes customer experience to the next level — all in the cloud, all in one place. It’s more than just calls; it’s voice, email, webchat, and social media, all from your browser, wherever you are. Seamlessly integrating with your CRM and everyday tools, Contact Center gives teams the insights and automation they need to deliver brilliant customer experiences. With AI-powered chatbots, voicebots, and mailbots, businesses can handle enquiries faster, lighten agent workload, and provide customers with instant, aroundthe-clock support. Driven by innovation and digital transformation, NFON empowers businesses to streamline workflows, enhance user experiences, and stay agile in a fast-evolving digital world.

Oaklin 07792 741 534 / mark.croucher@oaklin.com / oaklin.com Oaklin is an award-winning advisory and consulting firm, successfully delivering digital transformation and disruptive thinking for the last 16 years. Oaklin helps brands and organisations understand how and why their customers interact with them. We help organisations clarify the customer journey for their existing products, design compelling customer centric journeys for new products and services, embrace customer centricity during transformation and consistently meet and even exceed their customers’ expectations. With Oaklin’s support clients define a clear customer value proposition rooted in what people actually need and expect. We help build repeatable habits like journey mapping and service blueprinting that become part of how the business runs. The result is better retention, stronger advocacy, higher revenue and leaner operations with fewer drop-offs and delays. Most importantly clients gain a customer-centric mindset that aligns teams around shared outcomes and drives sustainable growth.

22

Opus Tech 02085 458 541 / s.green@opustech.co.uk / opustech.co.uk Founded in 1992, Opus Technology is the UK’s largest independently owned managed service provider supporting organisations nationwide across both the public and private sectors. As a specialist contact centre solutions provider, we partner only with leading vendors and remain technology-agnostic, ensuring every client receives solutions tailored to their unique needs. Our expertise spans contact centre, unified communications, managed IT, cybersecurity, mobile, IoT, and document services.

Partnering with Five9, 8×8, Gamma, Microsoft and Cirrus, we deliver unrivalled technology, communications and ongoing support. Opus is also the only UK MSP awarded the Institute of Customer Service ServiceMark accreditation with distinction for exceptional customer service.

Premier CX 07584 091 280 / kirsty.ferguson@premiercx.co.uk / premiercx.co.uk Premier CX helps you reduce costs, lower call volumes and improve CSAT through our unique Video and WhatsApp Managed Services. Our Video Managed Service delivers short, branded videos that explain processes, answer FAQs, and support training or onboarding. These videos encourage self-service, deflect calls, and reduce handling time while ensuring accessibility through captions and inclusive design. With fast turnaround, hosting, and analytics, organisations can track engagement and continually optimise content without heavy internal resource demands. Our WhatsApp Managed Service provides customers with a seamless, conversational channel they already trust. Combining automation and live agents, it handles common queries efficiently while offering personal support when needed. The service reduces call volumes, improves productivity, and consistently boosts CSAT, with measurable ROI achieved quickly. Premier CX designs, manages, and refines the entire experience, ensuring businesses can engage customers effectively while focusing on core operations.

Premium Plus - Zendesk EMEA Partner of the Year 07426 902 281 / matthewlord@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.

23

Puzzel 0333 300 0066 / shaun.earey@puzzel.com / puzzel.com Puzzel is a leading European provider of AI-powered customer experience (CX) solutions for mid-to-large organisations. Our unified CX ecosystem combines intelligent automation with human empathy, empowering contact centres to manage interactions, boost agent effectiveness, and deliver personalised support—reducing operational costs, driving customer satisfaction, and enabling teams to do more with less.

Resolvable 07944 970 690 / nathan@resolvable.com / resolvable.com Resolvable combines AI agents (bots) with expert human agents (outsourcing), all work is validated by a quality assurance platform (QA). A complete hybrid end-to-end solution. FREE trial our suite of solutions, they work separately or together: (1) Robo: AI chatbot – handles common inquiries and back-office tasks instantly, works 24/7 and hands-off to a human when required. (2) Team: Customer service outsourcing (offshore/onshore) – qualityobsessed agents who deliver empathetic, accurate support across channels, stepping in when the AI bot can’t resolve.

(3) Profile: AI Quality Assurance – 100% of all conversations quality checked. Identify people and process issues.

Generate positive online reviews from customers. Product summary link = https://share.resolvable.com/intro-flyer We help you reduce costs by 40%+ whilst simultaneously improving customer experience. Enterprise-grade security built in, we are GDPR compliant and certified to ISO 27001 (information security), ISO 9001 (quality management), and ISO 22301 (business continuity).

Sendbird +14 632 252 580 / stephanie.aslan@sendbird.com / sendbird.com Sendbird’s AI Agent delivers proactive, omnipresent customer support across voice, SMS, email, WhatsApp, web, and mobile. The AI Agent handles customer conversations through smart workflows, intelligent routing, and proactive outreach resolving issues before they escalate. When a human touch is needed, the handoff is seamless with full context carried across. Sendbird offers an all-in-one solution for messaging, automation, and ticketing - no middleware, no fragmentation. Unlike legacy tools, Sendbird doesn’t charge per agent. AI leads, and human support is the fallback. For businesses ready to move beyond chatbots and fragmented support stacks, Sendbird delivers smarter service and simpler pricing, with AI at the core, not a clunky bolt on.

The platform powers over 300 million users monthly and is trusted by brands like Match Group, Just Eat, and Virgin Mobile. Built on a proven messaging platform, Sendbird also offers in-app chat, voice, video, and notifications.

24

Simply Thank You 07494 846 875 / nina.stephens@simplythankyou.co.uk / simplythankyou.co.uk We’ve played our part in helping to provide millions of smiles. For over 30 years, Simply Thank You has partnered with some of the UK’s leading brands to strengthen customer relationships and retain top talent through gifting and engagement solutions. From acquisition schemes, loyalty programs and recovery gifts to reward and recognition, we deliver everything you need to elevate your brand and build stronger connections with the people that matter most – your customers and employees. Our clients are at the heart of what we do – from designing bespoke ordering platforms in-line with your brand, to delivering beautifully wrapped physical gifts in your company branding. From our 32,000 sqft North East headquarters, we curate and distribute digital and physical gifts, ensuring every interaction leaves a lasting impression. Whether you’re saying thank you, rebuilding trust, or celebrating loyalty, we help turn everyday moments into opportunities to impress.

TTEC Digital carlos.frige@ttecdigital.com / ttecdigital.com TTEC Digital is a global leader in customer experience orchestration, blending cutting-edge technology with human empathy at the point of conversation. With decades of expertise across top contact centre platforms and deep capabilities in CX strategy, CRM, AI, analytics, and software engineering, TTEC Digital helps organisations build deeper customer relationships and drive measurable business outcomes. Our consulting and technology services span the full CX ecosystem, from contact centre infrastructure and CRM personalisation to AI-powered insights and custom software solutions. We focus on the “point of conversation”, where brands engage directly with customers, creating feedback loops that fuel continuous improvement. Through strategic design and powerful platforms like Microsoft, NiCE, Genesys, AWS, and more, we deliver experiences that combine human warmth with technological precision to meet customer needs and business goals.

Wavenet 03330 157 591 / ebi.higson@wavenet.co.uk / wavenet.co.uk Users are increasingly seeking prompt, personalised and efficient support across various communication channels.

Wavenet contact centre services can help organisations meet these expectations by providing multi-channel support, agent enablement, quick issue resolution, and a tailored customer experience.

Multi-channel communication | Customer relationship management (CRM) integration | Performance monitoring and analytics | Interactive voice response (IVR) systems | Quality assurance and training | PCI DSS compliance | Inicio, specialist AI-driven affordability capture | Interactive voice assistant (IVA) Wavenet look after some of the UK’s biggest contact centres, including the DVLA, The FA and NHS 111. We’re delighted to be joined at the Contact Centre & Customer Services Summit by our partners at Content Guru.

25

CONTACT CENTRE & CUSTOMER SERVICES

6th & 7th May 2026 Radisson Hotel & Conference Centre, London Heathrow Places for customer service professionals are fully funded

14th & 15th September 2026 The Manchester Deansgate Hotel

ONE-TO-ONE MEETINGS

The event is designed to pair buyers and suppliers through a series of one-to-one meetings, enabling you to connect and explore potential business opportunities.

Scan or click here for our website

SEMINARS SESSIONS Advance your career and boost your skills with diverse learning opportunities.

01992 374083 m.connell@forumevents.co.uk

NETWORKING DINNER Connect and collaborate with peers who share your enthusiasm for customer service.

Contact Centre and Customer Services Summit

Explore how our event unfolds here