9:00 – 9:15

9:15 – 10:00

Contact Center Transformation in the Age of AI

• How AI is redefining efficiency and quality in customer support.
• Lessons from early adopters on balancing automation with a human touch.

10:00 – 10:30

Reimagining Customer Interactions Across Channels

• Creating seamless transitions between voice, chat, email, and social platforms.
• What true omnichannel success looks like in a high-demand environment.

10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.

11:00 – 11:45

 Proactive Support through Real-Time Analytics

• Moving from reactive to proactive service with live analytics.
• Examples of real-time data helping teams respond faster and smarter.

11:45 – 12:15

 Empowering Agents with Next-Gen Tools

• How AI-driven tools can support agents without adding complexity.
• Practical tips on empowering agents to provide faster, more effective service.

12:15 – 13:00
Panel Discussion: Scaling Contact Center Operations without Losing Quality

• Insights on managing growth sustainably.
• Panellists share their own wins and lessons learned from scaling contact centres.

13:00 – 14:00
Lunch Break
It’s Hungry O’clock!

14:00 – 14:45

Reducing Customer Friction in the Contact Center Journey

• A hands-on example of reducing contact points to improve satisfaction.
• Key takeaways on how to streamline interactions for faster resolutions.

14:45 – 15:30

Increasing Agent Productivity through Automation

• The impact of automated workflows on day-to-day productivity.
• How one company transformed its operations and achieved measurable gains.

15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats

16:00 – 16:45

Agent Wellbeing – The Foundation of Customer Satisfaction

• Simple steps to improve agent satisfaction and reduce turnover.
• Building a workplace culture that prioritizes mental health and motivation.

16:45 – 17:15

Live Q&A

All Day 1 speakers will participate in a live Q&A session,

09:00 – 9:15

9:15 – 10:00

The Role of Personalization in Contact Center Excellence

• Making every interaction meaningful without compromising efficiency.
• How data and AI can help balance personalization with privacy.

10:00 – 10:30

Voice of the Customer – Bringing Feedback to the Heart of Operations

• Harnessing real-time feedback to refine contact centre processes.
• How continuous customer insights drive impactful service improvements.

10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.

11:00 – 11:45

Predictive Analytics – Moving from Reactive to Proactive Support

• Using predictive models to address issues before they happen.
• Examples of how proactive insights are reshaping customer service.

11:45 – 12:15

Self-Service Solutions and Their Place in Today’s Contact Centers

• How self-service can enhance customer experience and reduce agent load.
• Balancing self-service with live support to meet diverse customer needs.

12:15 – 13:00

 Future-Proofing the Contact Center Workforce

• Trends in hiring, training, and retaining high-performing teams.
• The agent’s evolving role in an increasingly AI-enhanced environment.

13:00 – 14:00
Lunch Break
It’s Hungry O’clock!

14:00 – 14:45

 Handling Service Disruptions with Agility

• A brand’s firsthand experience with crisis management.
• What worked, what didn’t, and lessons for building a resilient team.

14:45 – 15:30

 Cost Management Strategies for High-Quality Service

• Where to cut costs without sacrificing quality.
• Streamlining processes to improve efficiency and customer satisfaction.

15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats

16:00 – 16:45

Navigating Compliance in Customer Interactions

• Adapting to evolving data privacy regulations across regions.
• Tools to ensure customer interactions remain secure and compliant.

16:45 – 17:15

 Live Q&A
Join all Day 2 speakers in this live Q&A, where they’ll answer questions, share final insights, and provide practical advice on the topics discussed throughout the day. It’s a chance to gain direct perspectives from industry leaders and interact with peers across EMEA.

17:15 – 17:30
Closing Remarks

A wrap-up of key learnings from Day 2 and a celebration of shared experiences. Andy Wilkins will close the summit with reflections on the role of contact centers in the future.