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Contact centres are under increasing pressure to do more than ever before: deliver seamless customer journeys, adopt AI with confidence, and drive measurable performance improvements, all while balancing operational efficiency and rising expectations.
The challenge is not just where to innovate, but how to make change happen in a way that is practical and human. This event brings together senior leaders to share real experiences and explore what is working in practice, to support them with decisions that will have the greatest impact over the next 12–18 months.
This senior-level event is designed for those looking to move beyond incremental change and take a more structured approach to transformation. Through a combination of expert sessions, case studies, and round table discussions, we will explore how to redesign customer journeys and prioritise technology investment in a way that delivers real value.
Innovation in the contact centre is no longer optional, it’s essential. Alex will explore why transformation in the contact centre is critical to business and how AI, smarter workflows, and human‑centred design are reshaping service performance. Expect fresh thinking, and a clear roadmap to drive meaningful transformation in 2026 and beyond.
The best service experiences don’t start when a customer contacts you. They start by making support easy to find, simple to use and tailored to customer needs. Hear how Sage has combined customer insight, AI and digital innovation to design journeys that reduce effort, increase confidence and create better outcomes, from regulatory change and onboarding to everyday support interactions.
How do you identify the customer journeys that are causing the most pain? Who takes responsibility for leading change, who’s in the working group and who are the key stakeholders?
We’ll explore what really holds contact centres back from innovating; from legacy systems and siloed processes to cultural hesitation and competing priorities. The panel will share practical stories of how they’ve broken through these barriers, empowered their teams, and created the space for fresh ideas to take root, unlocking smarter, faster and more human customer experiences.
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What are your priorities for innovating your tech stack? Are you updating your legacy systems over introducing AI? Are you investing in knowledge management to be AI-ready? Are you delivering on a next generational AI approach?
OVO Energy is on a mission to embed AI and agentic AI across its customer operation, reimagining how customers get support and how colleagues deliver it. In this candid session, Laura shares where AI has been implemented so far, where the biggest returns have been realised, and the lessons learned along the way. Discover how the organisation has balanced innovation with customer outcomes, where AI has genuinely improved experience and efficiency, and what they would do differently if they were starting again today.
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
