Call & Contact Centre Expo 2019

27 & 28

MARCH

SHOW TIMES: 10AM-5PM

THE ULTIMATE EVENT FOR

THE CUSTOMER ENGAGEMENT WORLD

350

EXHIBITORS

150

SEMINARS

THE FUTURE OF TECH

IS HERE

ENTER THE AGE OF

AI & ROBOTS

OPTIMISE YOUR CUSTOMER ENGAGEMENT

GAIN INVALUABLE CONTACT CENTRE INSIGHT

SPONSORED BY:

PROVIDE AN UNCOMPROMISING

CUSTOMER EXPERIENCE

WELCOME THE CALL & CONTACT CENTRE EXPO IS BACK... ... and all set to bring you another incredible two days of innovation, education and unmissable industry insights! The 27th & 28th March will see London’s ExCeL transformed into the ultimate destination for ambitious customer engagement professionals, and we cannot wait to welcome you to the show.

Following the unimaginable success of last year’s event, we have worked tirelessly to double in size and bring you yet another unparallelled combination of the world’s greatest suppliers, thoughtleading keynote speakers and the highest quality networking opportunities available.

This year, you will gain in-depth insights from Microsoft’s specialist technology team, BT’s Head of Customer Insight and Futures, the Global VP of CX at SAP, Head of Retention & CX at The Guardian, Salesforce’s Principal Solutions Engineer, VP of Cloud & Innovation at Oracle and even Google’s Cloud consulting team!

Plus, for the very first time, you can expect to discover the latest tech and solutions designed specifically for the more traditional, customer-centric side of your CX strategy, as we bring you the Customer & User Experience Expo! Your free ticket will give you unprecedented access to both shows, as well as the B2B Marketing Expo, the Marketing Technology Expo and the Sales Innovation Expo; with a collective lineup of 1,000 exhibitors, 500 seminars and 200 interactive masterclasses, this is the only event you need to attend this year!

WELCOME TO THE CALL & CONTACT CENTRE EXPO, 2019.

@CallCentreEx #CallContact19

CONTACT CENTRE INSIGHTS CALLANDCONTACTCENTREEXPO.CO.UK

THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD

CUSTOMER EXPERIENCE

CUSTOMER INSIGHT

ARTIFICIAL INTELLIGENCE FUTURE OF TECH

CUSTOMER ENGAGEMENT

2019

KEYNOTE SPEAKERS Given the monumental success of last year’s keynote lineup, you can be sure we know how to secure the industry’s finest, and this year is no exception!

All under one roof, you can expect to hear from the masterminds behind the world’s most successful call and contact centres, as they shine a spotlight on how you can embrace the future, elevate your operations, and achieve unprecedented levels of success!

ANGELA BOS Technology Specialist | Microsoft

INTELLIGENCE IN THE MODERN WORKPLACE

Whether you’re a veteran or a startup, you’re guaranteed to find that piece of advice that will take your strategy to the next level, so be sure to get there early to avoid disappointment, and don’t forget your pen and paper!

CHAT, TAP, TALK: TRENDS SHAPING THE FUTURE OF THE CONTACT CENTRE

Every day we see more and more things in our personal lives become intelligent. ​​From our homes, to personal devices and even our cars.

This intelligence is now the new norm, it saves us time and money whilst reducing complexity. ​ As we are accessing intelligence in all aspects of our everyday lives, is it not realistic to expect this at work as well? D ​ uring this session, you are going to learn how Microsoft are enabling intelligence in the Modern Workplace and extending this to the Customer Experience.

DAVID MOORE Global VP of CX | SAP

DR NICOLA MILLARD Head of Customer Insight & Futures | BT Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

THURSDAY — 11.00 KEYNOTE THEATRE 4

4

WEDNESDAY — 12.30 THURSDAY — 13.15 KEYNOTE THEATRE 4

A qualified Biochemist, David started his 25+ year commitment to the IT Industry in the early days of client server development in the financial industry and then moved to focus on systems integration. A natural transition into Customer Relation Management saw David work as customer advisor across all industries developing Customer Engagement Strategies (with aligned IT capabilities) across these key industries. David’s Customer Service expertise spans 20 years and is excited to be at the start of yet a new era of possibility for Customer Service brought by Machine Learning and Artificial Intelligence.

RISE OF THE ROBOTS! ARE LIVE AGENTS NECESSARY IN THE FUTURE? WEDNESDAY — 11.00 KEYNOTE THEATRE 4

INTEGRATING AI INTO CUSTOMER EXPERIENCE BEN LAPPIN Chair of DMA Contact Centre Council and Head of Retention & CX | Guardian News & Media

YOUR CONTACT CENTRE ADDS VALUE. MAKE SURE EVERYONE KNOWS!

MATT CLARE

Getting frustrated that your organisation says it’s customer centric, but then behaves in ways that definitely aren’t?

Do your customer-focused initiatives make the first draft of the budget but never the final submission?

Your contact centre has huge value, and it’s your responsibility to make sure that everybody in your organisation knows. The purpose of this session is to give you a playbook on getting that message across.

THURSDAY — 11.45 KEYNOTE THEATRE 4

Director of Contact Centre Solutions | Mitel To stay competitive, businesses need to be willing to evolve and leverage the best, most innovative communications technologies to ensure their customer experience is more personalised and responsive.

Machine learning and AI are revolutionising the way contact centres operate, from self-service options to virtual agents and agent assist.

Join us to hear first-hand from Matt Clare, Mitel and Pak Ming Wan, Google to discover how we are driving intelligent customer experiences.

PAK MING WAN Cloud Consultant | Google

KEYNOTE THEATRE SPONSORED BY

WEDNESDAY — 14.45 KEYNOTE THEATRE 4

CUSTOMER ENGAGEMENT IN THE DIGITAL ERA

JOHN FINCH AVP of Contact Centre Product Marketing | RingCentral

This keynote examines the technology and strategies needed to build truly integrated contact centre platforms helping organisations to benefit from connected services. We examine autonomous tools such as bots that can start to bridge the gap between different users and look at how collaboration is spreading beyond a human task to an activity that will require, and will often be driven by, smarter machine intelligence – to a future where outbound and inbound human to machine communication becomes the new normal.

WEDNESDAY — 11.45 KEYNOTE THEATRE 4

HARMONISE YOUR IT AND OPERATIONS TEAMS TO REALISE YOUR TOM NERYS CORFIELD Director | Injection Consulting After 17 years in contact centre outsourcing managing services for Volkswagen; Vodafone; British Gas; P&G; National Apprenticeship Service and many more, Nerys set up Injection Consulting four years ago and is focused on helping contact centres realise the operational and business benefits that the effective adoption of technology will bring. Conducting health checks, discovery sessions and transformation programmes, she has worked with almost 100 contact centres to deliver impactful adoption. Having recently completed a 3 year term as chair of the Contact Centre council for the DMA, being a regular judge for ECCMA and UK Contact Centre Forum and being a regular speaker, Nerys makes sure her output is based on a breath of experience and is punchy, pragmatic and actionable.

THURSDAY — 14.00 KEYNOTE THEATRE 4

5

ANDREW HALL

OBSERVATIONS FROM 500 CONTACT CENTRE VISITS OVER 28 YEARS!

Senior Director, Cx Strategy & Innovation | Odigo UK

BECOMING MILLENNIALFRIENDLY: EXCEEDING THE CUSTOMER EXPERIENCE EXPECTATIONS ACROSS ALL GENERATIONS

THURSDAY — 12.30 KEYNOTE THEATRE 4

Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation.

Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success.

For long-standing businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity!

WEDNESDAY — 10:15 KEYNOTE THEATRE 4

DAVE THOMSON Principal Solutions Engineer | Salesforce Dave will reflect on his last 28 years, working with contact centres all around the world. How have the challenges and role of the contact centre changed, as technologies and customer expectations have changed? What separates the good from the great? Who are the Trailblazers?

And what are contact centres doing, to meet the challenges of the next decade?

WHAT KIND OF EXPERIENCE DOES YOUR CONTACT CENTRE DELIVER? DANIEL ORD Founder | OmniTouch International

Some Contact Centres have had a hard time raising the bar on their quality standards. But the days of saying a Customer’s name 3 times and thinking that your service is great are over.

Daniel will share multiple examples from his work on Contact Centre Mystery Shopper programs, to bring home the point that it may be time to reinvent your approach to quality as well as provide practical suggestions to do just that.

THURSDAY — 14.45 KEYNOTE THEATRE 4

JOHN ABEL VP Cloud & Technology | Oracle

MAKING EMERGING TECHNOLOGY SIMPLE TO IMPROVE CUSTOMER EXPERIENCE 6

Last year John shared the importance of disruption in an industry and how to use public data to know the customer.

John in 2019 will share how emerging technology is providing better ways to engage with customers. He will break down different emerging technology. So if you want to know more about AI, IoT, Chatbots and VCA’’s in a business context then come along. John will provide business benefit and usage examples of the technology to make it easy to understand without being a technologist.

Data is the way to drive business to future knowledge, but it must be transformed into information. In 2018 it was all about Glastonbury at the conference, now it is about Bees. Using an example of bio diversity and how emerging technology can enable engagement on a critical area is a very good way to share the power of large volumes of data.

WEDNESDAY — 14.00 KEYNOTE THEATRE 4

DRIVING THE NEW SPEED OF BUSINESS THROUGH AI POWERED CONTACT CENTRE

GRAB YOUR SEAT! MEGHAN KEOUGH VP of Product Marketing | 8x8

Meghan Keough is a seasoned product marketing leader with 20 years in the technology industry where she has held leadership roles in product marketing, product management, marketing and alliances at both large enterprise software companies such as Siebel and Oracle as well as high growth start-ups such as SignalDemand.

As VP of Product Marketing, Meghan is currently responsible for leading the go-to-market strategy for 8x8, a leading cloud communications provider. Meghan received her MBA from Harvard Business School where she graduated with honors and earned a B.S. from Boston College.

BEN PICKERING Customer Change & Culture Expert | Google Cloud

USING THE RIGHT TECHNOLOGY & CULTURE TO UNLOCK INNOVATION

In this seminar, Ben will explore the new age of organisational communication and collaboration.

He will talk about using the right technology and culture to unlock innovation, and share tips for engaging employees with change and embedding transformation.

WEDNESDAY — 13:15 KEYNOTE THEATRE 4

WEDNESDAY — 12.30 KEYNOTE THEATRE 3

With the best, most comprehensive seminar schedule sweeping over the show this year, we understand that it may be hard to keep up! That’s why we’re making sure we’re keeping you updated through our absolutely awesome e-magazine!

CX Connect is the all encompassing e-magazine created specifically for customer engagement professionals, that is not only filled to the brim with exclusive show offers, but also the very latest from the worlds of CX and contact technology!

SCAN THE QR CODE AND SIGN UP FOR FREE Or visit: callandcontactcentreexpo.co.uk/e-magazine 7

RUNNING ALONGSIDE

The Customer and User Experience Expo is making its London debut this year alongside the Call & Contact Centre Expo, giving your business the opportunity to encompass every customer-centric interaction your customer has with your brand.

As well as the seminars from the Call & Contact Expo, you will have unprecedented access to the industry’s most profound CX professionals, who will be on hand to offer their insights on how to implement new technologies and strategies to advance your company to the top.

KEYNOTE SPEAKERS

NICK IRONS Lead UX Designer | John Lewis

AVALANCHE! AVOIDING THE HEURISTIC TRAPS OF USER EXPERIENCE

Our Customer and User Experience keynote lineup gives you the chance to learn from some of the greatest and most influential speakers in the CX industry, whatever your query or topic, you’ll be sure to find your answers here!

DIGITAL EXCELLENCE – AN EASIER MORE ENJOYABLE JOURNEY

In the snow-capped mountains, the consequences of falling into what are known as heuristic traps can be fatal. In this talk, I’m going to use the principle of heuristic traps in skiing and mountaineering to illustrate some of the mistakes that are commonly made in UX and UI design, and demonstrate how, whilst rarely fatal, they can be highly damaging to our careers or business success.

NIKKI PATEL Head of Evaluation for Digital Development | NHS England

NICK KING Insight Director | AutoTrader Engaging with customers online today is as important as it has ever been. The exponential growth of technology brings new opportunities but simply throwing technology at a problem is not always the answer. People buy from people and the businesses that succeed today enable and promote a personal interaction, curate an easy navigation and build confidence.

Nick will explain the journey and key take outs with examples from global companies, we can all apply to our own businesses.

THURSDAY — 13.15 KEYNOTE THEATRE 3

THURSDAY — 11.45 KEYNOTE THEATRE 3

8

Innovation in healthcare is opening up new possibilities to treat patients remotely, to improve patient flow through digital appointments and acute discharge, to access medical records on the road for community practitioners or to share information from emergency services on route to hospital. This presentation will take a look at developments in digital technology in the NHS and the direction of travel for the future, to ensure new opportunities can be grasped and citizen experience will be improved.

DIGITAL DEVELOPMENTS IN THE NHS: CREATING AN EXPERIENCE WEDNESDAY — 11.00 KEYNOTE THEATRE 3

KEYNOTE THEATRE SPONSORED BY

HOW SIMPLICITY TRUMPS WIZARDRY IN ACHIEVING OUTSTANDING CUSTOMER EXPERIENCE WILL CHARNLEY Strategy, CX & Innovation Director | Seasalt Cornwall WEDNESDAY — 13:15 KEYNOTE THEATRE 3

It is often said but less often achieved - the simplest line of sights of the customer & simplest actions drive the greatest outcomes. Seasalt Cornwall prides itself on demystifying complex customer behaviour and data in order to focus on what truly makes a difference to customer and profitability.

This seminar explores key approaches and impacts which have defined Seasalt as a brand with the customer truly at its heart.

JAMES DODKINS Founder | ROCKSTAR CX

RULES FOR ROCKSTARS

BRADLEE ALLEN Product Evangelist EMEA | Fuze

THE IMPACT OF WORKFORCE TRANSFORMATION IN THE CONTACT CENTRE AND BEYOND With the changing behaviour of workers––from remote working to flexible hours––how should enterprises reevaluate productivity in the contact centre and across the organisation? Today’s multigenerational workforce consists of employees that define productivity differently, the digital workplace must continue to move from being an idea to becoming a reality. Our global research has indicated that 83% of workers desire a more flexible work scenario where remote work is embraced. Digital workplace transformation has evolved enterprise contact centre needs from support for standard voice routing, call queues, and IVR, to more advanced omnichannel, outbound, and workforce optimisation features.

In this session, Fuze can speak to how it has helped its enterprise customers complete the digital workplace transformation journey by addressing their varying contact centre needs to provide workers with the best experience.

With communications and collaboration at the core, Fuze will highlight how to enable remote workforces, control application sprawl, and empower employees with effective tools that enable productivity, no matter their location.

WEDNESDAY — 14.45 THURSDAY — 12.30 KEYNOTE THEATRE 3

In this high energy, entertaining and musical keynote you’ll learn lessons from a former reallife, award-winning rockstar.

This is the world’s first and only musical CX Keynote.

‘Customer Experience Rockstar’ James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11.

James is even going to dust the cobwebs off of his guitar to give you all a musical experience that you’ll never forget.

James’ client list reads like a ‘who’s who’ of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM and many more included. James trains, consults and speaks all over the world helping companies deliver a ‘Rockstar Customer Experience’

You’ll learn James’ 5 ‘Rules For Rockstars’ • • • • •

Nail the intro Create Superfans Put things right Make things clear Let teams rock

And maybe some surprises thrown in for good measure!

WEDNESDAY — 15.30 KEYNOTE THEATRE 3

IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY) MICAH SOLOMON Customer Service Consultant | Four Aces Inc. & LogMeIn WEDNESDAY — 11.45 KEYNOTE THEATRE 3

What’s latest, and what’s timeless, in delivering exceptional customer service and building a superior customer experience in this age of global competition, social media, AI innovation, and endless distractions. Hands-on experience, best practices, and culture-building insight from the greatest companies of our time including Apple, The Ritz-Carlton Hotel Company, Zappos, and more, from one of today’s top authors and influencers on customer service and the customer experience.

9

HIGHLIGH JOIN A NETWORK OF

EXCLUSIVE SHOW OFFERS

INDUSTRY PROFESSIONALS. Our networking area presents the perfect opportunity to make new contacts, heed their advice and learn from their mistakes, as you carve out the future of your business, one connection at a time.

SPONSORED BY

SPONSORED BY

LOUNGE Obtain contact, share new ideas, and build lasting business relationships in a relaxed, hospitable environment.

10

Take full advantage of exclusive discounts and deals, as our exhibitors showcase the future of customer engagement at rates you won’t see anywhere else.

M CSR S M E T S Y

ge your rrent o mana t cu w o h ion with rely, t Learn c a r e t secu y’s in compan tial customers, ure in ut en and pot and with the f ly t n efficie mind.

HTS

INTEGRATED

CX SYSTEMS Accelerate your business transformation with CX solutions built specifically for your industry.

CONSUMER INSIGHTS

Interpret human trend behaviour to improve effectiveness of your product or service for the consumer and ultimately increase your sales.

CX TECH Learn how AI assisted CX and business consulting are driving technology innovation into the future from some of the industry’s most renowned experts.

V R I CES E S N O I T A C I N U M M TELECO Allow your employees to collaborate easily from wherever they are by enabling them to communicate effectively with clients and deliver high standards of customer service.

11

SPEAKERS Whether you want to develop your knowledge on a specific topic or harness the latest advice, we ensure that the most influential speakers in the industry are on hand, every step of the way.

INNOVATION

AWARDS

Join us as we recognise the innovators who are paving the way towards the customer engagement world of tomorrow.

NY TELEPHO ARE h HARDdW am wit support te

sales an le and Equip your are availab ony hardw h your p it le ef te t en es b the b ch this will u m w o h grasp just gagement. customer en

FUTURE

TECH

Learn how to keep the customer of the future happy with some of the most advanced technological solutions.

AI/VR/AR

iscover is now! D ersive The future m can use im your how you e k ta to gies rategy technolo st t n ngageme e r e m o cust xt level. to the ne

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HIGHLIGHTS INHOUSE AND OUTSOURCED ADVICE Are your staff equipped with the skills and resources required to meet your high customer engagement expectations?

Discover how to source the advice they need to succeed!

IT

MANAGEMENT SERVICES

Come and chat to our tech gurus who will be on hand to offer you the tips and tricks you need to run your IT effectively, resulting in a more engaged customer base.

DATA & PAYMENT SECURITY

CLOUD

Businesses need cloud solutions, and customers demand them to stay connected. Learn how to unite the two with cloud technology for CX.

Secure payments are essential to gaining the trust of your clients.

Discover how to keep them satisfied with your payment security system, both online and offline.

13

VISIT US D AT STAN

332

AVAYA VILLAGE

Exclusively for the Call & Contact Centre Expo 2019, we are delighted to bring you the all new Avaya Village!

Connexus STAND 440

Avaya is a recognised innovator and leading global provider for customer engagement solutions. The company provides technologies for unified communications and collaboration and contact centers, along with related services to large enterprises, mid-market companies, small businesses and government organisations around the world.

4net Technologies STAND 432

The Avaya Village is THE place to meet the Avaya team and our partners, and to experience our engaging showcase demonstrations of advanced technology solutions, so be sure to head over to stand 332 and find out what we, and our partners, can do for your business!

JT Global Enterprise STAND 234

G3 Comms STAND 230

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Excell STAND 220

Verint STAND 424

Maintel STAND 324

IP Integration STAND 340

Sabio STAND 430

AFRAID YOU’LL MISS OUT WITH SO MANY INCREDIBLE THINGS HAPPENING AT THE SHOW THIS YEAR? DON’T WORRY! We’ve made it easier than ever before for you to keep track of all of your favourite features.

Simply follow #CallContact19 on social media to receive live updates on everything happening from one end of the event, to the other!

@CallCen

#CallCon

treEx

tact19

BE THE FIRST KEEP UP TO DATE

to know when and where the latest product launches will be taking place on the show floor

with everything that’s going on at the Customer & User Experience Expo, running directly alongside

OUR AWARDS FINALISTS are primed and ready, so stay tuned for the when and where

GET LIVE ALERTS to ensure you don’t miss that keynote seminar you’ve been waiting all year to see

DISCOVER

SHARE THE LOVE and let everyone know what a great time you’re having at the show

who else is at the show and arrange that meeting you’ve been waiting for

So don’t miss a beat! Follow #CallContact19 and take full advantage of this year’s packed agenda!

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AWARDS The unprecedented growth of the customer engagement sector has seen the launch of an amazing range of solutions, which have made an outstanding impact on industry over the past 12 months. At our live awards ceremonies, you’ll be able to check out the innovators who are paving the way when it comes to delivering the finest engagement and experience solutions that the sector has to offer, as we reward and celebrate the very best of the best.

Our awards provide an incredible opportunity for our visitors to take their industry knowledge beyond the present and into future, as you gain exclusive access to the cutting-edge products and services at the forefront of innovation. Plus, with each finalist showcasing their product or service to a panel of industry giants in front of a live audience, the awards make for an entertaining and educational break from the hustle and bustle of the show floor.

THE CALL & CONTACT CENTRE EXPO AWARDS THURSDAY 28 th | 14.00

THURSDAY 28 th | 12.30

THURSDAY 28 th | 15.30

SECURITY SOLUTION OF THE YEAR

BEST ENGAGEMENT SOLUTION

BEST COMMUNICATIONS PROVIDER

This award credits the importance of compliance and trust within the provision of customer experience.

It is open for providers of secure payment and other data security and storage solutions.

This award recognises the challenges faced in employee and customer engagement - from workforce management and gamification to customer management technology.

A celebration of the potential that unified communication solutions can have on improving business innovation, profitability, collaboration, and customer experience.

Nominees

Nominees

Nominees

SEMAFONE

730

GENESYS

840

8X8

610

GALA TECHNOLOGY LTD - SOTPAY

686

DIXA

732

RINGCENTRAL

310

SYNTEC CARDEASY

522

KMS LIGHTHOUSE

474

CONTENT GURU

650

PCI PAL

480

THINQI

854

MITEL

950

IDENTECO

772

PUZZEL

820

FUZE

910

SALES INNOVATION E X P O 2 0 1 9

THE SALES INNOVATION EXPO AWARDS WEDESDAY 27 th | 11.00

THURSDAY 28 th | 11.00

BEST SALES ENABLEMENT PLATFORM

SALES TECHNOLOGY OF THE YEAR

This award celebrates the leading providers of the solutions empowering sales teams and enabling the outbound process - from leads generated through machine and web based analytics to human-led insights.

This award is open to providers of the most innovative sales technologies on the market.

From sales acceleration, customer relationship management solutions, omni-channel sales automation and analytics to sales enablement, gamification, sales presentations and demonstrations.

Nominees

SPONSORED BY

SHOWPAD

2572

IPRESENT

2584

HIGHSPOT

2570

SHOWELL

2764

GROWTHSTREAM

2786

Nominees LEAD LIAISON

2782

SMARTCLOUD CONNECT

2548

ONEUP SALES

2686

SALESMATCH LTD

2586

2019 / LONDON

THE B2B MARKETING EXPO & MTEX AWARDS

2019 / LONDON

WEDESDAY 27 th | 12.30

WEDESDAY 27 th | 14.00

WEDESDAY 27 th | 15.30

BEST TECH INNOVATION

BEST MARKETING MANAGEMENT TOOL

AGENCY OF THE FUTURE

This award is open to businesses delivering a marketing product or service to the B2B or B2C sector which has groundbreaking potential for change - from artificial intelligence, augmented and virtual reality, apps, animations and video to e-commerce solutions and web-design services.

This award recognises the power that managing and unlocking data has in increasing collaboration and driving business growth. The award is open to businesses which provide products or services that support the implementation of GDPR, or overall relationship, asset and data management.

This award recognises the fundamental role that agencies play in the way digital technology is changing the marketing landscape. It is open to agencies delivering services in B2B or B2C sectors - from full service and direct, digital and internet agencies to advertising, media and PR agencies.

Nominees

Nominees

Nominees

LEADFEEDER

2230

INTROHIVE

1650

PMYB

1830

AMARYLLO INTERNATIONAL INC.

1250

ZYMPLIFY

2416

SEMETRICAL LTD

1682

KURO DRAGON

1724

AUTOMATION NINJAS

1452

EDIT

1818

NOMINET

2272

KULEA.MA

2734

EDEN AGENCY

2062

APPETITE CREATIVE SOLUTIONS

2280

DIGITAL MARKETING IMPLEMENTATION SERVICES

1172

ANGLE STUDIOS

1652

EMPOWER MARKETING LTD

2102

DIGITALPARADE

1819

KEYNOTE THEATRE 4 WEDNESDAY

KEYNOTE THEATRE 4 | WEDNESDAY

10.15 - 10.45 Andrew Hall, ODIGO Becoming Millennial-Friendly: Exceeding The Customer Experience Expectations Across All Generations

David Moore, SAP Rise of the Robots! Are Live Agents Necessary in the Future?

11.00 - 11.30

John Finch, Ring Central Thinking Beyond the Digital Era: How Equipped Agents Are Solving Real Human Problems with the Latest Engagement Technology

11.45 - 12.15

Dr Nicola Millard, BT Chat, Tap, Talk: Trends Shaping the Future of the Contact Centre

12.30 - 13.00

Ben Pickering, Google Cloud Using the Right Technology & Culture to Unlock Innovation

13.15 - 13.45

John Abel, Oracle Making Emerging Technology Simple to Improve Customer Experience

14.00 - 14.30

Pak Ming Wan/Matt Clare, Google/Mitel Integrating AI into Customer Experience

14.45 - 15.15

15.30 - 16.00 Stay tuned via our website to keep up to date with who we have in store for this seminar session!

KEYNOTE THEATRE 4 THURSDAY

KEYNOTE THEATRE 4 | THURSDAY

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SPONSORED BY

SPONSORED BY

Angela Bos, Microsoft Intelligence in the Modern Workplace

11.00 - 11.30

Ben Lappin, The Guardian/DMA Your Contact Centre Adds Value. Make Sure Everyone Knows

11.45 - 12-15

Dave Thomson, Salesforce Observations from 500 Contact Centre Visits over 28 Years!

12.30 - 13.00

Dr Nicola Millard, BT Chat, Tap, Talk: Trends Shaping the Future of the Contact Centre

13.15 - 13.45

Nerys Corfield, Injection Consulting Harmonise Your IT and Operations Teams to Realise Your TOM

14.00 - 14.30

Daniel Ord, Omnitouch What Kind of Experience Does Your Contact Centre Deliver?

14.45 - 15.15

Zendesk UK Ltd Stay tuned via our website to keep up to date with who we have in store for this seminar session!

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

Trevor J Geraghty, Difference Corporation Surviving the Bots? Only Amazing Customer Service Will Save You

11.00 - 11.30

Paul White, IFS World The Future is Conversational AI, Are You Ready?

11.45 - 12-15

Morgan de Ruiter, JPL Telecom Limited The End of Contact Centre Headsets as We Know It

12.30 - 13.00

Danny Singer, Noetica LPDâ„¢ - Reinventing Answer Machine Detection for the Age of AI

13.15 - 13.45

Edward Winfield, Content Guru Agents & Automation: Enhanced Omni-Channel Customer Engagement

14.00 - 14.30

Fran Fish, Mazaru AI: 7 Conversation Rules That Boost Satisfaction and Cut Contact

14.45 - 15.15

Tony Smith, PCI PAL How Consumer Demand Is Driving Compliance

15.30 - 16.00

THEATRE 17 | THURSDAY

SPONSORED BY

Stuart Jackson, Staffino Enhancing Stakeholder Engagement and ROI from Your Customer Feedback Strategy

11.00 - 11.30

Morgan de Ruiter, JPL Telecom Limited The End of Contact Centre Headsets as We Know It

11.45 - 12-15

Wendell Black, Five9 Happy Agents Make Happy Customers

12.30 - 13.00

Priya Iyer, Vee24 5 Ways to Enhance Your Customer Experience with Live Chat Engagement

13.15 - 13.45

Richard Wyatt, RMG Networks The Art of Visualising the Right KPI

14.00 - 14.30

Tom Harwood, Aeriandi Ltd Your Old Call Recordings May Be a Ticking Time Bomb

14.45 - 15.15

Nick Beardsley & Shameem Smillie, Olive Communications / Mitel The AI Influence on Customer Experience

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

THEATRE 17 WEDNESDAY

SPONSORED BY

THEATRE 17 THURSDAY

THEATRE 17 | WEDNESDAY

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THEATRE 18 WEDNESDAY

THEATRE 18 | WEDNESDAY

Sam Boyle, Inbenta The Future of Intelligent Customer Service

10.15 - 10.45

Josh Ayres and Valur Svansson, IP Integration Limited The Fourth Industrial Revolution in the Contact Centre

11.00 - 11.30

Ben Rafferty, Semafone New PCI DSS Guidance – How Will this Impact Contact Centres?

11.45 - 12-15

Vikas Bhambri, Kustomer How to Change the Conversation and Build Valuable Customer Friendships

12.30 - 13.00

Raj Wadhwani, ContactCenterWorld – The Global Association for Contact Centres Improve Your Centre - Best Practice Ideas from Around the World

13.15 - 13.45

Scott Kolman, Five9 Turn Your Call Center into an Intelligent Contact Center

14.00 - 14.30

Dimitris Vassos, Omilia How Conversational AI Impacts Customer Self-Service - Case Studies

14.45 - 15.15

Zuzana Madarova, Unbabel Centers of Excellence: Building AI-powered Multilingual Hubs

15.30 - 16.00

THEATRE 18 THURSDAY

THEATRE 18 | THURSDAY

20

SPONSORED BY

SPONSORED BY

Lenore Brown, Haven Claims How Adopting Elearning Has Positively Affected ROI for Haven Claims in Just 12 Months

11.00 - 11.30

Erik Pfannmöller, Solvemate Towards a Chatbot Taxonomy

11.45 - 12-15

Gijs Geurts, Anywhere365.io Anywhere365 Contact Center for Dynamics 365

12.30 - 13.00

Colm Maguire, OptiOp (At the touch of a button Ltd) Driving Value with Quality Monitoring

13.15 - 13.45

Dina Margalit, Membit HI (Hybrid Intelligence) in the Customer Service World

14.00 - 14.30

Dr Jay van Zyl & Werner Tenten l, Genii Analytics Happy AI: Predicting Customer Demand & Applied Cases Making Us Smile

14.45 - 15.15

Zain Patel, Merchants Making Digital Human

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

Iain Banks, TTEC (Talent & Technology Engaging Customers) Blending Talent & Technology: Evolving Customer Care For Digital Transformation

11.00 - 11.30

Lindsey Coode & Matt Watts, Learning Pool Ltd AI & Learning: The Truth Behind the Trend

11.45 - 12-15

Stuart Mackie, Genesys Telecommunications 7 Steps to better CX – Your customers are talking. Are you listening?

12.30 - 13.00

Frank Sherlock, CallMiner The Paradigm Shift to Automated QA and Real-Time Feedback

13.15 - 13.45

Guy Redmill, Voip Studio Is My Business Too Small for a Contact Centre?

14.00 - 14.30

Mike Routledge, Intuitive Learning Limited Effective Learning Techniques in a Digital World

14.45 - 15.15

Jaymie Smith, FLG (The B2C CRM) Is Your Business Truly ‘Open’?

15.30 - 16.00

Elena Volozova, Zadarma Keeping Connection Offline: 4 Ways to Increase Sales with Communications

16.00 - 16.45

THEATRE 19 | THURSDAY

SPONSORED BY

Steve Finch, Thinqi Maximising Performance - How Modern L&D Can Transform Your Business

11.00 - 11.30

Ian Moyse, Natterbox Ltd What Does It Take to Delight the 2020 Customer?

11.45 - 12-15

Emma Skygebjerg, Loxysoft Playbook - Offering You Realtime, Control and Action in WFM

12.30 - 13.00

Thomas Rødseth, Puzzel Seamless Integration, Seamless Customer Service

13.15 - 13.45

Iain Banks, TTEC (Talent & Technology Engaging Customers) Blending Talent & Technology: Evolving Customer Care For Digital Transformation

14.00 - 14.30

Piergiorgio Vittori, Spitch UK Crossing the Abyss, How a Bot Can Substitute an IVR

14.45 - 15.15

Ilhan Karakoc and Gokhan Kantar, Sestek and Cigna Finans How Speech Analytics Helps CCs Increase Revenue in Double Digits

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

THEATRE 19 WEDNESDAY

SPONSORED BY

THEATRE 19 THURSDAY

THEATRE 19 | WEDNESDAY

21

THEATRE 20 WEDNESDAY

THEATRE 20 | WEDNESDAY Mark Oppermann, Webio New Channels, AI & Chatbots – Essentials You Need to Know

11.00 - 11.30

Richard Garel-Jones, Oak Innovation Limited Using Integration to Improve Compliance, Workflow and Customer Experience

11.45 - 12.15

Steve Prodger, SmartAction LLC The Top 5 Use Cases for AI-Powered Virtual Agents

12.30 - 13.00

THEATRE 20 THURSDAY

13.15 - 13.45

Lewis Graham, jtel GmbH Own Your Processes in the Contact Center Environment Using APIs

Jonathan Sharp, Britannic Technologies How Digital Transformation Reduces Costs & Improves Customer Experience

14.00 - 14.30

Ashley Burton, Eckoh How Omnichannel Solutions Can Really Underpin Web Self Service

14.45 - 15.15

David Richardson & Sally Greenaway, Premier CX Music – What is it Good For...???

15.30 - 16.00

Andrew Skipsey, M12 Solutions Connected Properly? Real Single Source? The Reality Is Revealed!

16.15 - 16.45

THEATRE 20 | THURSDAY

22

SPONSORED BY

SPONSORED BY

Christian Colding, Dixa The Anatomy of Friendships: Building Authentic Connections with Your Customers

11.00 - 11.30

Mark Oppermann, Webio New Channels, AI & Chatbots – Essentials You Need to Know

11.45 - 12-15

Julien Rio, RingCentral Jumpstart Your Omni-Digital Strategy

12.30 - 13.00

Zendesk UK Ltd Stay tuned via our website to keep up to date with who we have in store for this seminar session!

13.15 - 13.45

Steve Kennedy, eGain Beyond the Hype: Contact Center AI that Works

14.00 - 14.30

Martijn Zuiderbaan, PAteam Let’s Get Real

14.45 - 15.15

Raj Wadhwani, ContactCenterWorld – The Global Association for Contact Centres Improve your Centre - Best Practice Ideas from Around the World

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

Stuart Knight & Jitender Singh, Conduit Global Transforming CX - from a Back-Office Function to Boardroom Priority

11.00 - 11.30

Indrek Vainu, AlphaBlues Chatbots and AI – Use Case of Lattelecom

11.45 - 12-15

Mark Donnelly, Rank Group in partnership with Ultracomms Better Conversations Start with the Right Data and Technology

12.30 - 13.00

Gregg Widdowson, Avaya Transformation: From Contact Centre Agent to Customer Experience Specialist/Superhero

13.15 - 13.45

Chris Patterson, EscalateAI 10 Reasons Why Your Business or Organisation Needs a Chatbot: How One AI Tool Created a 25% Reduction in Call Volumes for The Redbridge Council in just 2 Weeks

14.00 - 14.30

Neil Martin, Webhelp UK Welcome to My World (Won’t You Come On In)

14.45 - 15.15

John Keane and Stephen Fulton, Veritone – Fulton Fintech Consulting Spotlight on Audio Communication Compliance for Call and Contact Centers

15.30 - 16.00

Gijs Geurts, Anywhere365.io Anywhere365 Contact Centre for Dynamics 365

16.15 - 16.45

THEATRE 21 | THURSDAY

SPONSORED BY

Ian Colville, Aculab Deploying Flexible, Scalable, Speaker Verification With Integrated Multi-Factor Authentication

11.00 - 11.30

Natalie Keightley, Avaya Use Cases Shaping the Customer Centric Experience of Tomorrow

11.45 - 12.15

Illay Rennert & Doron Gower, KMS lighthouse How Do You Ensure Your Customers Get the Answer They Need?

12.30 - 13.00

Trevor J Geraghty, Difference Corporation Surviving the Bots? Only Amazing Customer Service Will Save You

13.15 - 13.45

Zviki Ben Ishay, Lightico The Last Mile: Where CX Matters Most - to Customers, Companies and Agents

14.00 - 14.30

Nicola Collister, Woven Cost Is Killing Innovation: Time for a New Service Reality?

14.45 - 15.15

Oli White, SESUI Ltd Come See see the Big Fight - Artificial Intelligence Vs v Actual ActualIntelligence Intelligence

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

THEATRE 21 WEDNESDAY

SPONSORED BY

THEATRE 21 THURSDAY

THEATRE 21 | WEDNESDAY

23

THEATRE 22 WEDNESDAY

THEATRE 22 | WEDNESDAY

Foehn Ltd Stay tuned via our website to keep up to date with who we have in store for this seminar session!

11.00 - 11.30

Rolf Adamson, TDC/YouSee How High Performance Organisations Increase CSAT While Decrease Costs

11.45 - 12.15

THEATRE 22 THURSDAY

12.30 - 13.00

Ross Sleight, identeco Data as the Catalyst for Digital Transformation

Matt Dyer and Simon Thorpe, Sabio Staying Ahead of the Game

13.15 - 13.45

Jeff Knight, InGenius Software Inc. Successfully Blend Omni-Channel and Open CTI in Your Contact Center

14.00 - 14.30

Simon Beeching, Syntec CardEasy Securing Card Payments in Call Centres, Whilst Improving Customer Experience

14.45 - 15.15

Steve Powell and Tony Burgess, Atos Worldline & Unify Re-Humanising the Contact Centre

15.30 - 16.00

THEATRE 22 | THURSDAY

24

SPONSORED BY

SPONSORED BY

Martin Ratolístka, Kiwi The Dilemma of Customer Service Automation: Make or Buy?

11.00 - 11.30

Edward Winfield, Content Guru Agents & Automation: Enhanced Omni-Channel Customer Engagement

11.45 - 12.15

Steve Powell and Tony Burgess, Atos Worldline & Unify Re-Humanising the Contact Centre

12.30 - 13.00

Rolf Adamson, TDC/YouSee How High Performance Organisations Increase CSAT While Decrease Costs

13.15 - 13.45

Richard Pennington, 4net Technologies Ltd Transforming Customer Experience Through Innovative Use of Technology

14.00 - 14.30

Lewis Graham, jtel GmbH Own Your Processes in the Contact Center Environment Using APIs

14.45 - 15.15

Teon Rosandic, Talkdesk How to Minimise the Impact of Contact Centre Outages

15.30 - 16.00

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

Andreï Sochala, Aircall Customising Your Contact Center with Twilio Flex

11.00 - 11.30

Jason Roos, Cirrus Familiarity Breeds Loyalty. A Local Language for a Global Business.

11.45 - 12-15

Rob Ashton, Emphasis Live Chat Dangers: How (Not) to Lose Customers and Alienate People

12.30 - 13.00

Eduardo Miller, Sytel Ltd Joined-Up Systems, Joined-Up Journeys

13.15 - 13.45

Mercedes Barbuti, Diabolocom Augmented Customer Interactions: Data at the Heart of Your Contact Centre

14.00 - 14.30

Ted Hunting, Bright Pattern Keys for Effortless, Personal Omnichannel CX

14.45 - 15.15

James Cadman, Luware AG The Power of Microsoft Teams Collaboration in Customer Service

15.30 - 16.00

THEATRE 23 | THURSDAY

THEATRE 23 WEDNESDAY

SPONSORED BY

SPONSORED BY

David Cousins, Twilio UK Limited Customising Your Contact Center with Twilio Flex

11.00 - 11.30

Glen Blow, Cirrus The Real-World Benefits of Artificial Intelligence

11.45 - 12-15

Zviki Ben Ishay, Lightico The Last Mile: Where CX Matters Most - to Customers, Companies and Agents

12.30 - 13.00

Andrew Hall, ODIGO Becoming Millennial – Exceeding the Customer Experience Expectations Across All Generations

13.15 - 13.45

John Greenwood, Complance3 Limited The New PCI Secure Telephone Payment Guidelines – A New Paradigm

14.00 - 14.30

Alex Allan, Business Systems UK The Future of Workforce Blending

14.45 - 15.15

James Wilson, SmartAgent Using Amazon Connect to Turbo Charge Your Contact Centre

15.30 - 16.00

Chris Devine, Cremarc My Head Hurts: Drawing Real Insights from Voice Analytics Data

16.15 - 16.45

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

THEATRE 23 THURSDAY

THEATRE 23 | WEDNESDAY

25

OUR PARTNER CALL & CONTACT CENTRE | C+UX

26

RS

Year after year, we ensure that we continue to work with the organisations, associations, and publications that are behind the phenomenal growth of the industry.

Our partnerships are invaluable, and we would like to say a huge thank you to the partners that have been by our side, every step of the way.

B2B MARKETING | MTEX | SALES INNOVATION

27

EXHIBITOR A-Z 1 Stop Data Ltd

112 /2510

101translations

1732

1UC

921

360 Resourcing Solutions

172

4icg 4net Technologies Ltd

432

8x8

610

AboutMatch Ltd

132

Aculab PLC AdEx Network

450 2736

Adoppo Limited

1672

Adzooma

1930

Aeriandi Ltd Aircall Airview Productions Ltd. Akeneo

1072 530 2484 2534

Akkroo

2535

Allwag Promotional Merchandise

2024

AloTech Alpha Card Compact Media AlphaBlues

144 1972 830

Amaryllo Internation Ltd

1250

Amore Bakery LTD

2100

Angle Studios

1652

Animmersion

2600

Anywhere365

300

Aora Industries

1501

Apifonica

2192

Appetite Creative Solutions

2280

Appian

944

Apteco Ltd

2619

Ardent Fieldwork Ltd

2382

Artudata Ltd.

384

AspectWorks, s.r.o.

2684

Asset Bank

1740

Atlas Mapping

2864

Augmentic

2714

Automation Ninjas

1452

Auxesis Infotech Pvt. Ltd.

2617

Avaya

332

Avizent Ltd

914

Awaken Intelligence

976

Branded Content Marketing Association (BCMA)

1992 1580

Bright Pattern

756

Britannic Technologies

462

DIABOLOCOM

660

Force24

1860

Dickson Training & Development Ltd

872

FotoWare

2630

Difference Corporation

760

Differentia Consulting

720 2530

Broadley Speaking

2162

Digital Marketing Implementation Services

1172

Digital Media Team Ltd

1934

DigitalParade

1819

Bulk SMS Limited Trading as VoodooSMS

170

BulkSMS.com

1772

Direct Solutions

1660

Business Junction

1696

Distract

1530

Diverse Interactive

2050

Business Systems (UK) Ltd

360 2188

Dixa

732

CallMiner

472

DMA

1676

Callwise Solutions Limited

684

DMLK Video

2550

BusinessesForSale.com

Calverley Group

2180

dotcentric

2624

Cambridge Marketing College

1352

dotdigital

2360

CC Expertise

980

DRAYTON

2460

CCA Global Ltd

162

Dynomite Video Production Agency

2160

CDA

2060

Cherry E- Commerce Services Pvt. Ltd

442

Cirrus

500

CITYCREATIVE CLCA Call Direct ClickSend.com Climb Clip Ltd

1560

Easypromos

1952

Eat My Logo Limited

1784

Eckoh Econoprint (UK) Ltd

456 1640

582

Eden Agency

2062

1748

Eden Videos

1584

1806 2314

Edit Agency eGain

1818 262

Cloudlead

2862

eKomi Ltd.

1954

Cognism

2010

Element 26

2124

CommuniGator

1680

CommVersion UK Ltd

2451

Compas

1723

Conduit Global

600

Confident Approach

2574

Connect2Staff Marketing, Media & Digital

1332

Connexus

440

Contact Careers

782

Contact Centre Partners

284

ContactCenterWorld.com - Global Contact Centre Association

122

Content Guru

650

Cool Tabs

2321

Corpdata

2462

bakergoodchild

1730

Crazy Dave Promo Ltd

1924

Beaconsoft

2636

Creation Agency

1254

BIAB London Ltd

1334

Creative Clinic

1974

Bigfoot Digital

1465

Creative Navy UX/UI

1122

Bishops Printers

1832

Cubiquity Limited

Bivalvia Pack Ltd

1641

Bloc Digital

2512

Customer Experience Magazine Limited

Blue DME

2554

900

2370

Digital Marketing Association

1548

Bold360 by LogMeIn

710

Foleon

1734

Axon Garside

2580

Foehn

2122

British Promotional Merchandise Association

Cordant People LTD

BMS Performance

1440

Depositphotos

2254

1630

1260

Demand Exchange

British Middle East Corporation

Awesome Merchandise

Blue Sky- Experts in People Change

28

1941

Brand Recruitment

354

1460 988

Cylo

1976

dacadoo

2810

Data Compliant Ltd

1442

DataSine

2614

Datum DDC Outsourcing Solutions UK

1731 452

Freshworks Inc.

622

Fuze

910

G-SMATT Europe

230

Gala Technology Limited SOTpay

686

Gem Worldwide Ltd

2084

Genesis Design Ltd

2652

Genesys

840

Genii Ai

476

Genius Marketing

1454

George Amua

2190

Giant Leap Video

2442

GiftPay

1782

giosg

1882

Embrace Branding & Marketing

1970

EMC Advertising Gifts

2182

1820

GoSquared

2784

Gradwell Communications

1176

Grazitti Interactive

1722

GrowthStream

2786

Grypp Corp Ltd.

484

Halifax Consulting

2552

Hallam

1464

Hastee Pay

1070

Heyware

412

Highspot

2570

HoduSoft Private Limited

120 2344

i2x

724

identeco

772

IFS

560

Igloo Vision

1512 2262

856

imapt

Emphasis

856

Inbenta

2102

934

Graydon UK Ltd

Emphasis

Empower Marketing Ltd

752

Gold-Vision CRM

Hydra Creative

Elizabeth Michelle Consultancy

2542

G3 Comms

320

Inbox Insight

1800

586

Inchoo

1670

enjoy!

2214

Infinity

2022

eSales Hub

1330

Infosit

2444

Engaging Heroes

EscalateAI Ltd

942

Excell Group

220

InGenius

750

Exposure Ninja

1480

innogy Consulting & Ventures UK Ltd

1110

Extensis

2110

inSurge

1922

ExtraDigital Ltd

2440

Intellectual Property Office

2860

ExtraMile Communications

2104

Fieldsmartr.Com

2576

Intershop Commerce Cloud: everything you need to sell online

2170

Find Us On Web

2750

Interventus Group Ltd

2452

Finsbury Media

2286

Fireworx

1786

FIVE CRM

2240

FIVE CRM / CallPro CRM

700

Five9

200

FL1 Digital

1752

FLETCHERWILSON

1582

FlexeStand

1840

FLG (The B2C CRM) Flume Training

731 2790

Intraining

280

Introhive

1650

Intuitive Learning IP Integration

784 340

IPIA

1410

iPresent

2584

IUnetworks LLC

152

Jabra

970

JPL Telecom Limited

870

JT Global Enterprise

234

Just Digital Limited

1750

Northern Print Solutions

Kingpin Communications

2270

486

KJS We Are Direct Mail

1586

NTT Advanced Technology Corporation Oak Innovation Limited

380

Klood Digital KMS lighthouse Kogan Page Komposer Limited Kooomo Kulea.ma Kuro Dragon Kustomer Landingi - Landing Page Platform Latcham Direct Lead Liaison

1570 474 2320 2732 1710 2734 1724 981 1982 1430 2782

2250

2332

OBRIEN DIARIES LTD.

1848

Odigo

444

Olive Communications

950

Olive Communications

950

Omilia

862

Onalytica

2634

Oneflow

2743

OneTrust

1770

OneUp Sales

2686 482

Lead-Results

2680

OUTSOURCE GLOBAL

2551

Leadfeeder

2230

Parkes Display & Expo

1700

LeadSpotting Learning Pool Ltd Letterbox Distribution.com Liberty Williams Limited Lightico

1844 850

PAteam PCI Pal PCI Telecom

876

2380

Peek & Poke

2429

580

Pennine

1921

Perivan Technology

LinkedIn Corporation

2350

PFS

LiveCX London Cakes London Chamber of Commerce Love2shop Business Services

480

2480

Lingo LeadGen

Linkfluence

774

2372

Phase Print Ltd

356 1762 832 1541

Pink Lizard Promotions

2020

1644

Pipeline Upgrade

2120

1492

Pisano Ltd

286

1807

PMYB

941 1830

Loxysoft

370

PPC Protect

2004

Loyalty Magazine

982

Premier CX

780

Professional Sales Association

2682

Luware UK Limited

630

Prospect Research

1870

M12 Solutions

372

Prosper

1654

Luminoso Technologies, Inc.

Machbizz Marketers Pvt Ltd Mailing Guy Ltd Maintel Marke Creative Merchandise Limited

1040

2000 2340 324 1942

ProtoFast ProxMax Ltd

1532

Purple Motion

2376

PushON

2310

Puzzel

MarketMakers

1620

Marmalade on Toast

1572

Maru/Blue

1932

Mason & Wake

2852

Maximum Network Solutions Limited

422

Mazaru

786

1060

Quobis Radix Communications

820 233 2184

1540

The Institute of Direct and Digital Marketing

1576

2590

The Marketing Pod

1886

2582

The Next Big Thing

2080

SalesMatch Ltd

2586

The School of Marketing

1490

SalesSeek

2130

The Telemarketing Company

2446

1776

The Video Club

1712

1746

The Videonauts

2348

2650

Think Ambient Ltd

2002

Sabio Sales Coaching Solutions

Oban International

OptiOp Quality Management

Russell Printers Limited

Salesapps

SBT Research Pvt Ltd Secura Seller Performance Ltd Sell2World International Ltd Semafone

430

19450 730

Semetrical Ltd

1682

Sendinblue

2210

Sennheiser

352

Senuto

1450

Serenova

382

Sesui - Cloud Communications

520

SET For Business CRM

2252

shopware AG

1872

Shout Promotional Merchandise

2780

Showell Ltd

2764

Showpad

2572

ShowWorx

2632

Sidetrade

2086

SIFAR LTD

1698

Skynamo

2762

Sleeping Giant Media

2322

SmartAgent SmartCloud Connect

322 2548

Social Blue

852

Solvemate

831

Sooqr Search

2422

Space & Time Media

1642

Spafax

2392

SparkPost

2538

Sparkstone Technology Limited

1912

Spinoco

913

Spitch

974

Staffino

754

Staxoweb

1482

Stickyeyes

1950

Thinqi

854

Thrive the employee wwwwwengagement system

984

ThriveMap

342

Tilkee

1360

Timely

2420

Truviv

1182

TTEC

960

TVR MEDIA LTD

473

Twilio Inc.

222

Two Jay UC Today

1510 130

UK Contact Centre Forum

110

Ultimate Incentive Limited

1760

Ultracomms Unify

460 860

Ur Promotions LTD

2330

Vaimo UK Ltd

2540

VanillaSoft

2700

Vee24

972

VeriCall Ltd

682

Verint Verisium

424 2336

Veritone Inc.

680

Vertical Leap

1862

Visualytes

2760

VoIPstudio

620

Voiso

770

Vooba

2186

Vuelio

2212

Webeo

1264

Webio

410

Where The Trade Buys

1876

Widen

2346

Random Dynamic Resources LTD

2386

SupaPass

1502

Rank no.1

2432

Supersonic Playground

2282

Reach Printing Services

2342

Surround Vision Ltd

2622

Willow Group Exhibition Solutions

1940

1816

REACH Telecom Services

142

Swift Prepaid Solutions

Wing Lee Creative Ltd

1980

1336

ReadSpeaker

282

Syntec CardEasy

522

Wired Plus

1514

Membit

946

Real Learning

2421

Sytel

858

Wizu

1546

Merchants

912

Receptional Limited

1810

Talk With Lead

Workbooks Ltd

2412

MERJE

948

Red Flag Alert

2450

Talkdesk

Mitel

950

Red Rabbit Productions Limited

2448

Team Telemarketing Ltd

1451

Woven

2276

WowBooks

1956 1713

Melissa Global Intelligence

Moneypenny

2082

redk

2770

Telsa Media Ltd

MPS Marketing Services Ltd

2424

Refract.ai

2557

MVinci Trade

2752

Regional Recruitment Services

Natterbox Nemorin Creative Film & Video Ltd

272 2274

NFON

740

Nimble Elearning

584

No Magnolia Productions

1986

Noetica

524

Nominet

2272

2384 250

Worldline

860 454

Telsis

350

WP Engine

776

Textlocal

376

X2O Media

Reputation.com

2620

Textlocal

1842

Xuper

1007

Resourcebase

2536

The Animation Guys

2374

Yomdel

1720

ResponseTap

1005

The DMA

1576

Your Vision TV Network

2215

Retap ApS

1812

The DMA

1676

Z-CARD Ltd

2260

RingCentral

310

The Forum

134

Zadarma

2312

RMG

722

The Futures

1354

Zendesk

550

Roantree Promotional Marketing

1662

The ICG Ltd

2284

Zoho Corporation

2150

Roivenue

2482

Zymplify

2416

374

29

SALES INNOVATION EXPO

Seminar Theatre 9

Keynote Theatre 8

Sponsored By

Sponsored By

2792

Seminar Theatre 7

2790

Seminar Theatre 12

Seminar Theatre 11

Sponsored By

2292

2192

2190

1992

2188

IDM Academy Theatre

Seminar Theatre 13

Sponsored By

Sponsored By

2392

B2B MARKETING EXPO

MARKETING TECHNOLOGY EXPO

Seminar Theatre 10

2590

OPENING TIMES Wednesday 27th | 10 am - 5 pm Thursday 28th | 10 am - 5 pm

Sponsored By

1698

2786 2784

2684

2686

2586

2584

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2484

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2286

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2186

2184

2086

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2780 2782

2680

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2182

2180

2082

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1982

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2770

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2171

2170

1976

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1972

1970

1872

1956

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1850 Effective, Measurable Lead Generation Masterclass

1952

1950

1886

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Digital Marketing Masterclass

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Innovation In Marketing Masterclass

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1910 Building a High Growth Company Masterclass

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VISITORS ENTRANCE

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RUNNING ALONGSIDE:

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2019 FLOORPLAN

CALL & CONTACT CENTRE EXPO

CUSTOMER & USER EXPERIENCE EXPO

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SALES INNOVATION

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300

2019 / LONDON 2019 / LONDON

E X P O 2 0 1 9

31

Every day millions of customers across the globe are forced to listen while agents summarize transactions and read mandatory accompanying T’s & C’s.

GRYPP CONFIRM IS A CLOUD BASED VISUAL VERIFICATION SYSTEM that allows the customer and agent to see and approve order & transaction information and associated terms & conditions in real time.

•

Present 100% accurate order details and associated T’s & C’s 100% of the time with 100% customer acknowledgement

•

Reduce handling time while improving customer experience

•

Reduce error rates

•

Increase first call resolution rates & ‘right first time’ experiences

•

Increase net sales

•

Reduce returns and drop out

ENGAGE. INFORM. CONFIRM!

Experiences That Matter Experiences That Matter

Mobile apps, social media, SMS, Web chat Each offers a new way for customers to interact with your brand. Avaya can help you deliver personalized, exceptional experiences across every channel.

VISIT THE AVAYA VILLAGE TO SEE OUR LATEST DEMOS

#experiencesthatmatter

Cirrus Omni Stats show 80% of inbound contact centre interactions are through telephone or email.

Why? Because contact centres have failed to adapt to customer behaviour and solve the omni-channel challenge!

Mail

Messaging

Reach

Video

Super agent

Social

Voice

Single view of the customer

Agility by design Cirrus is the most complete Omni-Channel contact centre solution available, integrating with over 30 apps. Our innovative platform allows you to add services and channels quickly and scale up/down your provision quickly to support your evolving communication landscape.

Cirrus Omni-Channel delivers: •

Reduced total cost of ownership

•

Advanced customisation & flexible deployment

•

Enterprise-grade security & scalability

•

AI-powered intent identification & automation

Omni done right!

Find out how to put the custom back in customer experience: 0330 022 5784

sales@cirrusresponse.com

www.cirrusresponse.com

@CirrusResponse

Partner of the year 2017 & 2018

Cloud Contact Centres Evolve & Engage Visit stand – 710 See our full suite of cloud contact centre services

www.foehn.co.uk Call: 0330 403 0000

DIABOLOCOM HELPS PHOTOBOX ENHANCE ITS CUSTOMER EXPERIENCE

KEY FIGURES

Photobox, the European market leader for customisable photo products, boasts 30 million customers across 12 countries.

§ 30 Million customers § 12 Countries § 600% web traffic increase during peak periods

“We have been serving customers for 17 years so have a long-established reputation of high service standards that we strive to uphold. Diabolocom understood the need to maintain these standards and was the first and only provider to be able to fully integrate with existing systems.”

CRM INTEGRATION

During these periods the company can experience massive increases of up to 400600% in website traffic, placing increased pressure on the business to deliver the high service standards expected by its customers. With such extreme peaks in website traffic, Photobox needed to ensure its customer experience was robust enough to provide user continuity of service, regardless of the volume of demand.

WHY DIABOLOCOM?

§ Speed of implementation § Smooth scalability § Seamless integration with Oracle § Agility and Flexibility § Caller preidentification

RESULTS

§ Enhanced customer satisfaction § 6 month Trial, then Golive § Higher agent efficiency

“It is very important that the quality of service to customers is not affected when faced with increased demand. We expect the same high-level of service regardless of traffic. We found the agility and flexibility of Diabolocom a perfect match for this project.”

Why Diabolocom?

Diabolocom was the obvious choice for the Photobox team. Diabolocom’s innovative technology offers seamless integration with existing software and CRM systems. The ability to integrate with Oracle was of particular importance to Photobox.

“Diabolocom’s service offers smooth scalability of the solution over the voice channel, and seamless integration with the existing software environment, especially with Oracle. This integration was decisive in selecting Diabolocom.”

Another desirable feature for Photobox was to offer call agents the ability to enhance the customer experience with easily accessible client information. The Diabolocom system provides agents with client records prior to answering the call, allowing them to provide a truly personalised service. The project began with a trial period of six months and Mike Massimi, Director of Customer Experience at Photobox group, couldn’t be happier with the results.

“We completed a pilot for six months and were immediately impressed. To provide more help to the agents, Diabolocom could ensure that the client record appeared before the call was answered.”

“Another advantage with Diabolocom is the accessibility for support. When I call Diabolocom, I do not deal with a third-party service, but with the people who know our teams and products personally.”

Build better customer experiences

Focus on the right technology Customers expect low-effort, seamless experiences. Connect every moment and deliver personalised journeys that build long-term relationships and great business outcomes. Start with the right customer experience platform.

Genesys™ powers 25 billion of the world’s best customer experiences each year. We seamlessly connect employees and customers across channels, on premise and in the cloud.

No matter what size your business, no one knows more about creating experiences that keep customers coming back.

Genesys and the Genesys logo are registered trademarks of Genesys. © 2018 Genesys. All rights reserved.

To see why over 10,000 companies in 100-plus countries trust their relationships to our #1 customer experience platform, visit www.genesys.com/uk

Take a brief survey to see where you are with your customer experience needs ››

The most effective customer experience and payment solutions for today’s contact centres.

Offer your customer their channel of choice with Omni-Channel solutions - Self-Service, Chatbots, Chat, Call-Back, Social Agent and PCI DSS secure payments.

Have the solutions you want now and simply add new channels when you need them. Find out about the Eckoh Experience Portal on Stand 456.

Best end-to-end Customer Engagement solution

2019, 2018 & 2017

Winner: Payment Innovation of the Year

Contact: Call: 08000 630 730 Click: tellmemore@eckoh.com Visit: www.eckoh.com

Call Contact Centre Expo 2019 - A5 landscape.indd 1

2/6/2019 11:56:34 AM

IFS CUSTOMER ENGAGEMENT ™ EMPOWERING BUSINESSES TO DELIVER FASTER, SMARTER CUSTOMER SERVICE

Omni-Channel Contact Centre

Smart Unified Desktop

AI-Enabled Self-Service & Virtual Agents

THE FUTURE IS CONVERSATIONAL AI, ARE YOU READY? Find out more at IFSworld.com/CustomerEngagement info@ifsworld.com

REDUCE COMPLIANCE RISK AI See how at Booth 680

MAKING AI WORK FOR YOU veritone.com

Only meaningful interactions Visit our stand #752 to find out how you can boost agent ef ficiency and diversify your service offering with giosg Live Chat.

Chat with us on giosg.com

Get started with Puzzel today!

• Award winning 'card not present' payment solution • Accept secure payments via Telephony, Email, SMS, Web chat and Social Media • Negate fraud related chargebacks. Reduce Costs.

• Simplified PCI DSS Compliance. Supports PSD2 SCA • Cloud Based. No hardware required.

For more information call: 01709 911 661

www.galatechnology.com

info@sotpay.co.uk

Designer and Manufacturer of

Professional Headsets for Contact Centres & Unified Communications

Introducing the

JPL-Element-X500 The only one‌ Unique, patented modular design Interchangeable click-in headbands, monaural-to-binaural Switchable USB and Bluetooth connection modules: - PC connection via USB cartridge module for audio streaming and UC calls - Bluetooth cartridge module for smartphone calls Desk phone connection via EHS Recharge battery during headset use Contributes to our sustainability responsibility

Visit us on stand 870 to learn more

JPL-Element-X500 Launch Event JPL Telecom Ltd, Church Close Business Park, Todber, Sturminster Newton, DT10 1JH, England | T: +44 (0)1258 820100 | E: sales@jpltele.com | www.jpltele.com

Because not all contact centres are created equal.

A cutting-edge contact centre doesn’t just field your customers’ calls. It’s about creating a deeper engagement by giving the customers a choice of contact channels including voice, email, chat and more, so your service feels tailored to them.

To find out more about transforming your contact centre, talk to us today on 0333 043 8888 or visit 8x8.com/uk

1 in the Enterprise

#

50% More Enterprise Users vs Our Closest Cloud Competitor

Empower your contact centre.

Visit us on stand #910

Take a demo and talk to our communication and collaboration experts.

Pre-book a meeting to receive a £25 Amazon voucher.*

www.fuze.com

tel: +44 (0) 203 808 5707 | email: nonclin@fuze.com *For full terms and conditions visit: info.fuze.com/CCCExpo19

Make friends, not tickets.

Put your customers front and center with the next-gen customer friendship platform.

Come ďŹ nd us !

Stand #732 11-11:30 am, March 28

Theater Hall #20:

The Anatomy of Friendships by Dixa’s VP of Product, Christian Colding

The best cloud based phone system for teams

Instant

Set up your phone system in less than 3 minutes

Integrated

Seamless integrations with all of your favourite business tools

In Real Time

Live agent monitoring and performance tracking

Trusted by

www.aircall.io make every conversation count