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What does it really take to make AI work in a contact centre? Beyond the promises are difficult decisions, unexpected discoveries and lessons you only learn by doing. Join fellow contact centre leaders for an honest look at putting AI into practice, sharing the decisions, challenges and lessons behind their stories.
Hear how DHL is modernising customer service without losing its people-first culture, discover where OVO Energy is taking AI next, and explore how Veygo balances pressure to reduce costs with protecting service and delivering meaningful value. These are stories about the choices behind the technology, what has worked, what hasn’t, and how those experiences are shaping what comes next.
Bring your questions for an open conversation with our storytellers, then look ahead to the next wave of AI and what it could mean for your customer operation. Expect honest reflections, practical insights and time to connect with peers over lunch, helping you consider your own next steps with greater confidence.
Hear the latest news and updates on the CCMA and what to expect from the day.
DHL has embraced automation and AI while maintaining a strong people-first culture. Jen shares the realities of that journey, including difficult decisions, unexpected discoveries and the lessons learned along the way.
OVO Energy has implemented AI right across the customer operation, but their AI journey doesn’t stand still. Laura shares what they are focusing on right now, where it’s investing next, the opportunities it sees ahead, and how its customer operation is preparing for the next phase of AI adoption.
As AI investment grows, success can look very different depending on who you’re asking. Ian shares how he balances pressure to reduce costs with the need to protect service, delight customers and demonstrate meaningful value.
Behind every AI success story are false starts, unexpected challenges, changing priorities and lessons learned the hard way. With our storytellers on hand, we’ll have an open interactive conversation about the realities of the AI journey so far, what delivered value, what didn’t, what we know now that we wish we’d known at the start, and the impact this is having on the future of customer operations.
Expect honest reflections, practical insights and experiences that will help others navigate their own path with greater confidence.
Hosted by Leigh Hopwood with:
The pace of AI innovation shows no sign of slowing. In this forward-looking session, Chris will explore the developments most likely to shape the contact centre over the next two to three years, from AI agents and autonomous workflows to emerging customer behaviours. Separate the hype from the reality and discover what leaders should be preparing for now.
