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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.
In this session, you’ll find out how a contact centre has transformed its customer journeys to deliver smoother, more human experiences while strengthening operational performance. We will reveal the insight‑led redesign steps they took, how teams and technology came together to remove friction, and the measurable impact on quality, speed, and customer satisfaction, giving you practical inspiration for driving change.
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?
We’ll share a journey of full commitment to AI, revealing how the organisation modernised operations through advanced automation and the use of AI.
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.
