CX Solutions Summit Event Guide

17TH O CTO B ER 20 2 4 HILTON LONDON CANARY WHARF

Headline Sponsor

Customer Experience Winner's 5 success stories of global companies transforming customer support with Freshworks

Scan the QR code to read Freshworks success stories

CONTENTS

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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!

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Our Partners

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6

Itinerary

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‘Digital Identity Wallets gaining traction, say analysts’

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Seminars

‘Web Self-Service: Tracking the evolution of a game changer for contact centres’ Delegates

16

‘Transforming CX: 7 AI-powered features to enhance your customer experience’

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Dates for your Diary

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Supplier Directory

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CX Solutions Summit

For more information about our event, contact: Mark Connell - Sales Executive on 01992 374083 or m.connell@forumevents.co.uk Connor Byrne - Delegate Sales Executive on 01992 374087 or c.byrne@forumevents.co.uk

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Headline Sponsor

Partners & Supporters

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Elevate customer experience with our human-centered, data-driven CX services

End-to-end solutions to scale your business We are a CX company, a go-to partner for global brands. We offer comprehensive customer experience services covering the entire lifecycle - from lead generation to sales and customer support. By integrating data, design, AI, and customer operations, we create new service models that drive growth and efficiency.

12 Countries in EMEA

6000+ People

Main challenges we address with our consulting services

26 Offices & Contact Centres

• Fragmented CX across channels: we employ Business Process Design to ensure a seamless experience across all touchpoints.

• Lack of data-driven culture: our Data and Business Intelligence expertise integrates data into decision-making processes to uncover opportunities.

• Data overload without actionable insights: Data Management and Customer Data Platform (CDP) solutions turn complex data into clear, actionable insights.

• Disconnected team operations impacting CX: Customer Journey Mapping and User Experience Research streamline operations to enhance the customer journey.

Our services include

CX CONSULTING | CX DESIGN | CX OPERATIONS | ADVANCED AI SOLUTIONS

Transform challenges into growth opportunities and contact us: Tel No: +44 1473 947757

info.uk@assistdigital.com

www.assistdigital.com

ITINERARY THURSDAY 17TH OCTOBER

6

08.45 - 09.20

Opening Presentation ‘Why the UK lags behind on WhatsApp for Customer Experience, and what can be learned from the most successful global deployments’ Gareth Bray Premier CX Room 3/4/5

09.30 - 10.05

Seminar ‘How to Execute, measure & improve CX strategy’ Aslesha Nargolkar & Luke Hyde Freshworks Room 3/4/5

10.10 - 13.10

Face to Face Meetings Quayside Suite

13.10 - 13.55

Networking Buffet Lunch Cinnamon Restaurant

14.00 - 14.35

Seminar ‘Defining and Consistently Delivering a Differentiated Customer Experience’ Hosted by: Andrew McMillan (Engaging Service) Panellists: Tiffany Markman (TMWT) & Jess Figgins (Saint-Gobain Weber) Room 3/4/5

14.40 - 16.40

Face to Face Meetings Quayside Suite

Contact centre technology is boring, but what it can achieve is incredible!

Cirrus lets you design your customer experience exactly how you want it.

Are you ready to ditch the dull and ignite your customer service?

E: cm@cirrusconnects.com W: www.cirrusconnects.com

DIGITAL IDENTITY WALLETS GAINING TRACTION, SAY ANALYSTS

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t least 500 million smartphone users will be regularly making verifiable claims using a digital identity wallet (DIW) by 2026.

Identity verification (IDV) in the form of a user taking a picture of their identity document and a selfie is commonly used today for all kinds of customer interactions, especially in banking and financial services.

It establishes confidence in the identity of a person during a digital interaction when curated credentials do not exist, are not available or do not provide sufficient assurance. However, due to challenges with the traditional IDV model, solutions based on portable digital identity (PDI) have emerged.

“The market is entering a transition period as PDI solutions are starting to mature, which in the next five years, will reduce the demand for standalone IDV,” said Akif Khan, VP Analyst at Gartner, speaking at the Gartner Security & Risk Management Summit in London this week.

The current IDV model of a user being asked to do the ID-plusselfie process repeatedly, is not ideal.

“The processes in place today are focused and limited to core identity data (name, date of birth, address etc.). As more and more processes move online, there is a need to tie many other attributes to a user’s identity, such as educational or workplace qualifications, proof of employment, not to mention healthcare data,” said Khan.

A PDI is best defined as a digital identity that contains

“

As more and more processes move online, there is a need to tie many other attributes to a user’s identity, such as educational or workplace qualifications, proof of employment, not to mention healthcare data”.

all the necessary attributes for identifying someone in the digital world. PDI also means that the user maintains some level of control over security and privacy.

The principle of PDI is that the user formerly proves their identity with a trusted entity, and once authenticated, it is recorded as an identity assertion. That identity assertation is either stored with the party that verified their identity (centralized model) or saved in a DIW on their smartphone (decentralized model).

Decentralized models also offer the benefit of using verifiable credentials, which allow users to make assertions without revealing more data than they need to – for example, proving that you are over 18 years of age without sharing your date of birth.

Governments are already taking action. The European Commission (via eIDAS Regulation) will require all

EU member states to make a DIW available to citizens by 2026. However, many vendor products are available today that enable organizations to benefit from PDI for targeted use cases.

“Chief information security officers (CISOs) do not need to wait for a government to provide all citizens with a PDI solution,” said Khan. “For example, in the workforce, CISOs can use a readily available decentralized identity wallet product and issue it to their employees.

The wallet could then be integrated into their employee onboarding, account recovery and IT help desk workflows.

This is ultimately improving security by introducing strong authentication and improving UX by removing the need for repeated IDV.”

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SEMINARS THURSDAY 17TH OCTOBER

08.45 – 09.20

“Why the UK lags behind on WhatsApp for Customer Experience, and what can be learned from the most successful global deployments” WhatsApp has been transformative for businesses globally, changing the way that companies interact with their customers. Multiple case studies have shown results such as 35% savings in overall call centre costs, 2x agent efficiency improvements and 82% increases in CSAT scores. So why is the UK behind this trend?

• • • • •

The challenges businesses face and how WhatsApp can address them How the rest of the world is using WhatsApp Real world impacts of deploying WhatsApp Reasons the UK is behind the global trend How we can catch up

Gareth Bray Business Development Director PREMIER CX

Gareth Bray previously ran the WhatsApp Business Platform Team in EMEA, working with both the largest partners and end users, and is genuinely one of a handful of world experts in the field, having architected many of the biggest and most successful WhatsApp deployments in EMEA. Now at Premier CX Gareth believes the UK is significantly behind the rest of the world in realising the value that WhatsApp can bring to businesses in terms of both cost savings in call centres and new revenue generation in sales and marketing and is on a mission to change that.

09.30 – 10.05

“How to Execute, measure & improve CX strategy” Is Your Customer Service Stuck in the Past? Customer expectations are soaring, but siloed legacy systems are holding your team back. This frustration translates to dissatisfied customers and missed opportunities.

Break free and join this webinar for senior customer service and IT leaders with Freshworks at the wheel. We’ll explore how AI-powered all-in-one solutions can transform your operations and modernise your customer service strategy by providing the channels that your customer love.

Discover: • • •

Aslesha Nargolkar Lead Solution Engineer Luke Hyde Lead Account Executive FRESHWORKS

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The hidden costs of disconnected customer service tools How AI empowers agents and scales self-service Real-world case studies showcasing the power of AI in action and how to turn channels on, at speed

Gain the insights you need to deliver exceptional customer experiences and drive business growth.

Luke Hyde, with over a decade working in the customer experience software industry, has a strong interest in psychology, people, and cutting-edge CX technologies, and especially how they can be used to enhance the overall customer experience.

Aslesha Nargolkar focuses on the CX platform of Freshworks and specialises in enhancing customer experience by combining her technical expertise with a passion for delivering exceptional client value.

SEMINARS THURSDAY 17TH OCTOBER

14.00 - 14.35

“Defining and Consistently Delivering a Differentiated Customer Experience” Why are you in business from your customers’ perspective? Why would customers choose your business over your competitors’? What attitudes and behaviours should your business be adopting to ensure potential customers always choose you? In an increasingly commoditised and transparent marketplace businesses can’t just rely on product and price to differentiate themselves. Creating a powerful reputation so that you are proactively chosen by your customers is critical for long term success.

• • • •

Hosted by: Andrew McMillan Director ENGAGING SERVICE Panelists: Tiffany Markman Trainer – TMWT Jess Figgins Customer Experience Improvement Executive SAINT-GOBAIN WEBER

Being confident in who you are and what you stand for The four key components of customer experience and how they blend to create the personality of the business Six steps to engaged employees and customers Taking ownership of the brand – the power of ambiguity – ‘Do What You Think is Right’

Andrew McMillan started his career as a management trainee with the John Lewis Partnership, moving to the head office to take charge of the department stores’ customer-centric Intelligence Team. Andrew was then asked to lead on customer service for the department store division. Over the next eight years the role saw him develop JLP’s market-leading culture and attitude towards customer service and sales. During his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer oriented organisation.

In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and the leadership to create the link between the two.

Tiffany Markman was the Most Effective Copywriter in Southern Africa in 2022… and the best in Africa in 2023. Happily self-employed for 19 years, Tiffany has written for 570 brands in 16 countries and trained 36000 people so far.

A sought-after international keynote speaker, she’s known for her energetic, practical and humorous talks and keynotes on creativity, digital marketing, branding and business.

Jess Figgins, as a CX Improvement Professional, thinks it is key to have a passion for all things Customer Experience. With a Customer Experience and Service background, she has a passion for doing all things right by the customer and to ensure all decisions have the customer at the heart, along with the right data to make the right decisions.

She is a firm believer that actions should be driven by the voice of the customer to build loyalty and satisfaction.

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WEB SELF-SERVICE: TRACKING THE EVOLUTION OF A GAME CHANGER FOR CONTACT CENTRES

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he rise of digital media revolutionised customer service, and web selfservice has been a key driver of this transformation. As technology has advanced, so too have the capabilities of web self-service tools, offering customers increasingly sophisticated ways to resolve their issues and find the information they need...

Early Web Self-Service: Initially, web self-service was limited to basic FAQs and contact forms. While these tools provided some level of convenience, they often fell short of meeting customers’ needs.

The Rise of Knowledge Bases and Chatbots: The development of knowledge bases and chatbots marked a significant advancement in web self-service. Knowledge bases, populated with frequently asked questions and troubleshooting guides, empowered customers to find answers independently.

Chatbots, powered by artificial intelligence, could engage in basic conversations and provide immediate assistance.

Integration with CRM Systems: The integration of web selfservice tools with customer relationship management (CRM) systems further enhanced their capabilities. This allowed for a more seamless customer experience, as agents could access customer history and provide personalized support.

The Impact on Customer Service and Experience: Web self-service has had a profound impact on both customer service and customer experience. By empowering

“

The rise of digital media revolutionised customer service, and web self-service has been a key driver of this transformation. As technology continues to evolve, we can expect to see even more innovative and effective web self-service solutions”.

customers to find answers and resolve issues independently, web self-service can reduce call volumes and wait times,leading to improved customer satisfaction. Additionally, welldesigned web self-service tools can enhance brand perception and loyalty.

Key Trends in Web SelfService: • Personalization: The ability to personalize web self-service experiences based on customer preferences and history.

• Omnichannel Integration: Seamless integration of web self-service with other channels, such as social media and mobile apps.

• Voice Assistants: The growing popularity of voice assistants like Siri and Alexa is expanding the reach of web self-service.

• Artificial Intelligence: Advancements in AI are enabling more sophisticated chatbots and virtual assistants.

As technology continues to evolve, we can expect to see even more innovative and effective web self-service solutions. Contact centre managers must stay abreast of these developments to ensure their organisations are providing the best possible customer experience.

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Delivering Programmable, Intelligent Interactions on a Single Platform Vonage’s unique programmable communications platform drives its ability to offer innovative, integrated, and highlydifferentiated business solutions. Clients create intelligent interactions in competitive environments, easily deploy cloud-based communications to architect amazing digital experiences, enjoy personalised, customer-centric service, all delivered over a public cloud infrastructure and global carrier network.

Harnessing the Power of Open, Scalable Communications Digital transformation starts with an integrated communications experience. Vonage solutions are powered by the Vonage Communications Platform, a single-stack platform of compatible microservices with capabilities that include:

ANNUAL REVENUE:

$1B+

COMMUNICATIONS APIS

UNIFIED COMMUNICATIONS

CONTACT CENTRES

CLIENTS:

100K+ EMPLOYEES WORLDWIDE:

2,200 YEARS IN BUSINESS:

21

DEVELOPERS USING OUR APIs:

1.15M

PROGRAMMABLE PHONE NUMBERS

SOFTWARE INTEGRATIONS

CLOUD PBX

TEAM COLLABORATION

This flexible architecture provides Vonage the unique ability to provide exceptional quality of service and deliver unparalleled customer and employee experiences. Vonage Communications APIs drive the adoption of ever-increasing communication channels including voice, verification, messaging and video–enabling greater engagement, and the ability to customise applications to meet changing business needs.

Learn more at vonage.co.uk DS-CORPOVERVIEW0521 | ©2021 VONAGE.

DELEGATES

Accent Housing Group

Customer Insights Manager

Anthony Gold Solicitors

Digital Marketing Manager

Astrid and Miyu

Customer Care Manager

Away Resorts Ltd

Head of Guest Contact

BioCare

Head of Customer Operations

British Red Cross

Digital Fundraising Product Officer

Brompton Bicycle

European Retail Lead

Dock & Bay

Head of Customer Service & Operations Operations & Customer Account Manager

Gail’s Bakery

Senior Customer Experience Manager Customer Experience Manager

Hanson Wade

Head of CX

Healf

Customer Wellbeing Insights Lead Customer Wellbeing Insights Lead

HSBC Plc

Senior Manager - Global Wholesale Marketing & Client Experience

Hyve Group

Senior Marketing Manager

ITV

Customer Service Manager CS Manager

Knight Home Living Ltd

SCM & eCommerce manager

Lee Baron Group

Regional Customer Experience Manager

LifeX

Customer Support Manager

Love Energy Savings

Head of Customer Success & Product Head of Operations

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McDonalds UK & Ireland

Customer Experience Leader

Moneybox

Director Customer Operations

Motorsport Network

Head of Customer Service

Murad UK

Senior Consumer Care Manager

National Express

Senior Customer Experience Manager

Northgate Plc

Customer Experience Transformation Manager

NPower

Head of Mid Market Customer Service

Octopus Real Estate

Head of Customer Experience

DELEGATES

OVO Arena Wembley

Guest Experience Manager

Parenta Training Ltd

CX Manager

Peggy Rain Limited / ROLLAER

Head of Operations & SCM

Philip Kingsley

Head of Customer Experience & Strategy

Philips Electronics

Consumer Care Business Partner

SEGA

CRM Manager

Speciality Drinks

Head of Customer Service

The Gel Bottle

Head of Customer Experience Customer Service Team Lead

Tom Ford Beauty

CRM Manager

Unison

Content Strategist

Weber Saint Gobain

Customer Experience Improvement Executive

Wienerberger

Customer Experience Manager

Yoto

COO Customer Happiness Manager

ZEF Concepts

Managing Director

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TRANSFORMING CX: 7 AI-POWERED FEATURES TO ENHANCE YOUR CUSTOMER EXPERIENCE

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n today’s competitive business landscape, transforming a contact centre into a profit-generating powerhouse is no easy feat.

With increasing pressure to enhance customer experience and streamline operations, the integration of AI and innovative technology is proving to be a game-changer.

Customers now demand faster, more efficient service.

Research highlights that 92% of customers are likely to leave after just two negative experiences, and 79% expect quicker responses from companies. The challenge for contact centres is clear: meeting these expectations while managing high volumes of enquiries and ensuring firstclass service.

The good news is that 67% of customers are open to self-service options if they are effective. This is where AI steps in, transforming the traditional contact centre model. By automating repetitive tasks and reducing wait times, AI is bridging the gap between mediocre and exceptional customer service.

Here’s how AI can take your contact centre to the next level: 1. Smart IVR Systems: AIpowered Intelligent Voice Response systems can handle basic queries, reducing the need for human agents and freeing up call queues for more complex issues.

2. Interactive Virtual Agents (IVAs): These advanced chatbots use natural language understanding to manage first-line enquiries, improving response times and customer satisfaction.

“

Adopting AI doesn’t mean replacing human interaction but enhancing it. With proper implementation, AI can improve efficiency, reduce costs, and elevate the customer experience”.

3. Agent Assist Technology: AI prompts agents with relevant information during calls, helping them resolve issues faster and identify upselling opportunities.

4. Sentiment Analysis: AI can detect emotional tones in customer interactions, enabling proactive intervention and improving overall service quality.

5. Predictive Analytics: By analysing data trends, AI helps forecast call volumes, optimise staffing, and enhance service delivery.

6. Caller Insights: Real-time visibility into a caller’s previous interactions and website activity allows agents to tailor their approach, boosting conversion rates and customer satisfaction.

7. AI Insights: Dashboards powered by AI track key metrics and identify timeconsuming queries, helping to refine processes and reduce operational costs.

Adopting AI doesn’t mean replacing human interaction but enhancing it. With proper implementation, AI can improve efficiency, reduce costs, and elevate the customer experience. For businesses ready to embrace this technology, the benefits include increased customer retention, reduced overheads, and more productive agents.

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CX Solutions Summit

17 Oct 2024 Hilton Canary Wharf

Telecoms | Contact Centre | IT | Mobile | Digital www.opustech.co.uk

DATES FOR YOUR DIARY

4th February 2025

Hilton London Canary Wharf

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10th July 2025

Hilton London Canary Wharf

28th & 29th April 2025

CONTACT CENTRE & CUSTOMER SERVICES

Radisson Hotel & Conference Centre, London Heathrow

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8th & 9th September 2025 Hilton Manchester Deansgate

22nd October 2025

Hilton London Canary Wharf

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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

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KNOW YOUR EXPERIENCE!

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Listen.

Design.

Transform.

Creating great customer journeys for a seamless experience

Enhancing your customers’ journey and driving engagement while reducing costs and contact.

From IVR and WhatsApp to FAQ and explainer videos, we design personalised interactions and produce simple, costeffective solutions to transform your customers’ overall experience.

Empowering your contact centre

hello@premiercx.co.uk

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SUPPLIER DIRECTORY Assist Digital 07930 116 552 / ciara.dale@assistdigital.com / assistdigital.com Assist Digital is a leading CX Consultancy that transforms customer experiences across the entire life cycle by integrating data, design, AI, and operations. Our innovative service models enhance profitability and elevate customer satisfaction. Why Partner with Assist Digital? Data-Driven Excellence: We harness advanced data analytics to uncover customer insights, driving personalized and impactful experiences. Our data expertise turns complex information into actionable strategies that enhance CX and drive growth. Expert CX Advisory Services: Our consultants guide your organization through every stage of CX transformation with tailored, datadriven solutions. From refining customer journeys to implementing AI-driven enhancements, we provide the strategic support needed to outpace the competition. Turning Insights into Action: We collaborate closely to implement recommendations that optimize processes, improve efficiency, and ensure your CX strategy evolves with customer expectations, keeping your brand competitive and relevant.

Cirrus 03331 038 183 / cm@cirrusconnects.com / cirrusconnects.com We are Cirrus, and we’re here to stamp out poor customer experience! Forget clunky tools—it’s time to unleash the real power in your contact centre. Contact centre technology might seem boring, but what it can achieve is incredible! Technology should enable connections, not define them. Our dynamic platform lets you design your customer experience exactly how you want it. Ready to ditch the dull and ignite your CX? Reach out and we’ll help you shine, just like our amazing customers, including Nisbets, Onward Homes, Premium Credit, Greater London Authority, and many more

CustomerSure 07435 958 373 / darren.wake@customersure.com / customersure.com CustomerSure is a UK-based leader in customer experience management (CXM) solutions, trusted by midmarket businesses for over 14 years. Our award-winning platform simplifies gathering Voice of the Customer (VoC) data across multiple channels, including web, SMS, email, and IVR. We pride ourselves on a partnership approach, working closely with clients to understand their needs and offer expert support. This enables businesses to quickly identify key drivers of satisfaction, resolve issues in real-time, and enhance customer retention. With features like feedback segmentation and customer trait targeting, our platform supports both new and existing VoC programmes, ensuring clear return on investment.

CustomerSure also offers transparent pricing, no lock-in periods, and a risk-free pilot to showcase the benefits of improved customer satisfaction.

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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.

DigitalWell 07740 598 916 / jason.white@digitalwell.com / digitalwell.com Founded in 2007, DigitalWell is a market-leading provider of business communication, customer experience, and technology transformation solutions. We specialise in optimising communication journeys for businesses in commercial & retail, financial services & insurance, and government sectors, delivering secure, seamless, and customer-centric experiences. With a global footprint and over 3,000 clients across EMEA, North America, and Latin America, our solutions empower organisations to enhance both customer and employee experiences. Recognised with multiple accolades, including Deloitte’s Technology Fast 50 Ireland and EMEA, and Deloitte Best Managed Companies Gold, DigitalWell is trusted for its commitment to innovation and exceptional support.

Engage Hub Ltd 07717 153 827 / simon.brennan@engagehub.com / engagehub.com At Engage Hub, AI is at the heart of all we do. We understand your challenges and have built intelligent solutions to help you overcome them. We have extensive experience in delivering solutions for some of the world’s most successful brands, such as Sainsbury’s, Bank of Ireland, TIM, Medallia, Three Ireland and more.

Our AI platform helps our clients to intuitively and effectively select the right solutions that work for their business – while delivering significant cost savings, improving operational efficiencies, eliminating bottlenecks and streamlining the CX. Agile and scalable, alongside our dedicated professional services team, Engage Hub’s solutions are quick to deploy with no need to rip and replace existing systems. Our services have been recognised by Forrester as well as Gartner. Recently, we received a recognition from our client, Sainsbury’s, for providing cutting-edge, AI-powered technology to help improve ’Customer Experience’ at their Tech Supplier Awards.

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Fortay Connect 07983 831 260 / harriet@fortayconnect.com / fortayconnect.com The leading AI & CX consultancy solving your most complex business challenges with advanced communication tools, AI, and analytics, for a seamless omni-channel interaction. Working with the most advanced technology partners to deliver cutting edge experiences for your business. Award winning partnerships with Zoom, RingCentral, Dialpad an GoTo. With a strong focus on enabling exceptional service and improving customer insights, we help businesses make informed decisions that enhance customer satisfaction and employee productivity. Trusted by global brands; - Ashtons Legal - DEXT/Receipt Bank - Megger - Aston Villa Football Club - Garden Court chambers - Alcumus - Insurance Fortay Connect ensures your decisions and investments deliver realvalue by optimising CX, driving customer engagement and providing actionable analytics to drive continuous improvement.

Meet with our experts to find understand how we can help you.

Freshworks UK 08081 698 824 / luke.hyde@freshworks.com / freshworks.com Freshworks Inc. (NASDAQ: FRSH) makes it easy for companies to delight their customers and their employees.

Our AI-powered customer experience and employee experience solutions increase efficiency and improve engagement for companies of all sizes. The result is happier customers and more productive employees.

Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 68,000 customers, including American Express, Bridgestone, Databricks, Fila, Nucor and Sony. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

Malhir +91 970 2412 345 / pawan.menon@malhir.net / malhir.net Malhir is a 34-year-old company offering outbound and inbound services, specializing in customer service in telecom and financial sectors. With a team capacity of 550+ and both international and domestic operations, the company provides services such as customer service, revenue management, credit validation, and data analytics. Malhir works across industries like BFS (banking, financial services), telecom, education, retail, healthcare, and travel. Their focus is on target achievement, client satisfaction, customer happiness and employee development.

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AI and CX

Combined to deliver cutting edge experiences.

The leading consultancy solving your most complex CX challenges with advanced communication tools, AI, and analytics, for a seamless omni-channel interaction.

Customer Experience • Customer Service - Virtual Agent, NPS, Sentiment Analysis • Omnichannel - Email, Phone, Video, SMS, Social • Customer Insights - Advanced Analytics, Customer Journey Mapping

Sales & Agent Performance • Agent Performance - Quality Management, Workforce Management, Agent Assist • Sales - Revenue Accelerator, Conversational Intelligence

Get in touch: 0161 240 3411

fortayconnect.com 25

Moneypenny 03332 021 005 / samantha.jones@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 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 moneypenny.co.uk

Onepilot 07940 520 956 / george@onepilot.co / onepilot.co Onepilot empowers over 350 e-commerce businesses, including well-known brands like Victoria’s Secret, Sézane, Birchbox, SNCF Connect, Taxfix, and Decathalon by allowing them to outsource all or part of their customer service operations. With a network of over 2,000 passionate, native-speaking agents based in Europe, Onepilot delivers 24/7 support in more than 35 languages, covering all communication channels such as chat, email, phone, and social media. Our advanced technology reduces handling time for support tickets by 30%, optimizing resource allocation to lower support costs while boosting customer satisfaction. Onepilot’s flexible approach adapts to the specific needs of each business, offering customizable time slots and handling various ticket types to ensure seamless customer service.

With a proven track record in enhancing the efficiency and quality of customer operations, Onepilot is a trusted partner for leading e-merchants looking to deliver exceptional support at scale.

Opus Technology 02073 247 009 / n.laker@opustech.co.uk / opustech.co.uk Opus Technology are the UK’s largest independently owned managed service provider who partner with industry-leading technology providers including Five9, 8x8, Gamma, Microsoft and Cirrus to deliver you unrivalled business technology, communication solutions and ongoing support. Our specialist services include a wide range of unified communications solutions, contact centre, outsourced IT and advanced security services and business mobile solutions, for both the private and public sector.

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Premier CX 07741 669 662 / gareth.bray@premiercx.co.uk / premiercx.co.uk Enhancing your customers’ journey and driving engagement while reducing costs and contact. With a digitalfirst approach, we bring a human touch to your contact centre tech. From IVR and WhatsApp to FAQ and explainer videos, we design personalised interactions that boost self-service, increase customer satisfaction, and deliver cost-effective solutions to transform your customers’ overall experience. Leveraging the latest in AI voices, we deliver world-class voiceovers across your customer experience, ensuring all customers, especially the most vulnerable, receive the support they need. We are passionate about our work. Our mission is to empower your contact centre to deliver outstanding customer experiences, perfectly aligned with your technology and strategy.

Verint 07384 259 071 / paul.king@verint.com / Verint.com Verint® is a leader in customer experience (CX) automation. The world’s most iconic brands—including more than 80 of the Fortune 100 companies—use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise. With Verint, organizations can meet the challenges posed by continued growth in the number of customer interactions and higher customer expectations for elevated CX. Since hiring more workers and increasing workforce expenses are not a sustainable solution, organizations are looking for AI-powered platforms to help them drive CX automation to achieve their strategic objectives and realize significant ROI. Using the Verint Open Platform, organizations can handle more interactions with better quality without increasing the size of their human workforce. Our AI-powered platform helps them increase CX automation across all touchpoints with their customers, including the contact center, back office, branch, web sites, and mobile apps.

Vonage 07508 684 110 / liam.davies@vonage.com Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation.

Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. Built from this platform, Vonage Contact Center (VCC) is a reliable and flexible omnichannel solution that integrates with your CRM platform and enables organisations of all sizes to connect with customers around the world. To find out more about Vonage, visit www.vonage.co.uk.

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Wavenet 07983 618 639 / jon.moore@wavenet.co.uk / wavenet.co.uk Formed in 2000, Wavenet has grown to become a respected, multi-award-winning provider of telecoms, cybersecurity, IT & technology solutions to thousands of businesses and organisations across the UK. Its vision is to be the most respected provider of cyber security, cloud and technology solutions to UK customers by investing in the right technologies, partners and people, and maintaining strong and dependable growth.

Wavenet is a managed service provider and has long-standing partnerships with top global technology providers including Microsoft, BT, Gamma, Extreme Networks, 8x8, Five9, Darktrace, Cato, Gigamon and more. Wavenet has offices in Solihull, London, Manchester, Cambridge, Norwich, Cardiff, Nottingham, Doncaster and Dorking and employs 900 people, including over 450 trained support staff and engineers. For more information, visit: www.wavenet.co.uk.

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CONTACT CENTRE & CUSTOMER SERVICES

28th & 29th April 2025 Radisson Hotel & Conference Centre, London Heathrow

THE ORIGINAL CONTACT CENTRE & CUSTOMER SERVICES SUMMIT 01992 374083

m.connell@forumevents.co.uk

Contact Centre and Customer Services Summit

Scan or click here for our website

Explore how our event unfolds here

22nd October 2025 Hilton London Canary Wharf

A bespoke meeting & networking event Networking: Connect with senior industry professionals Supplier Meetings: Meet key suppliers and explore new solutions Educational Seminars: Gain insights from leading experts Full Hospitality: Enjoy a delicious lunch, refreshments, and a comfortable, inviting setting.

01992 374083

m.connell@ forumevents.co.uk

CX Solutions Summit

Scan or click here for our website

Explore how our event unfolds here