KEYNOTE: The Future of Customer Experience Is Boring - What 25 Years in CX Has Taught Me 18 November 2026 · Keynote Theatre
Designing Your Decision Systems 18 November 2026 · Leadership & Culture Zone
Redefining Customer Engagement: The Future of CX and Contact Centres 18 November 2026 · Keynote Theatre
AI Gets Real: Lessons from the Front Line of Transformation 18 November 2026 · Future of the Contact Centre Theatre
Session By Content Guru 18 November 2026 · Connected Contact Centre Theatre
From Microsoft Copilots to Contact Centres to Customer Experience: Turning AI Ambition Into Reality in Financial Services 18 November 2026 · Customer Experience Transformation Theatre
When AI Calls AI: Is Your Contact Centre Ready for the Autonomous Consumer? 18 November 2026 · CX Innovation Theatre
The Great CX Leadership Challenge: Delivering Transformation While Running the Operation 18 November 2026 · Leadership & Culture Zone
The Future of AI Powered Customer Experiences 18 November 2026 · Keynote Theatre
The Conversation Ends. The Work Doesn’t 18 November 2026 · CX Innovation Theatre
Keep the Humans, Cut the Software: A New Playbook for Contact Centre AI 18 November 2026 · Future of the Contact Centre Theatre
The Intelligent Contact Centre: Why Owning the Whole Interaction Is the Only Strategy That Works 18 November 2026 · Connected Contact Centre Theatre
Whatfix: The Agent Readiness Gap: Why CX Transformation Fails at the Frontline 18 November 2026 · Customer Experience Transformation Theatre
Scheduling Without a Forecast: How a BPO Delivered £60K in Annual Savings. 18 November 2026 · Contact Centre Technology Theatre
Onshore vs. Offshore: Balancing Customer Experience, Cost and Capability 18 November 2026 · Keynote Theatre
Tell Me It's Going to Be Fine: Emotional Intelligence in an AI-First Customer World 18 November 2026 · Leadership & Culture Zone
AI - What Problem Are You Trying to Solve: A lesson in efficiency versus productivity 18 November 2026 · Future of the Contact Centre Theatre
Session By SmartSurvey 18 November 2026 · CX Innovation Theatre
Beyond the AI Hype: Humantic CX in Action 18 November 2026 · Customer Experience Transformation Theatre
Proving It: Why AI in CX Still Has an ROI Problem 18 November 2026 · Connected Contact Centre Theatre
Customer. Agent. Many Channels. All Connected: Building the contact centre where every interaction works together. 18 November 2026 · Contact Centre Technology Theatre
Innovation in a Modern Contact Centre 18 November 2026 · Keynote Theatre
From Partnership to Award-Winning Vulnerability Impact: The NatWest x National Support Network Journey 18 November 2026 · Leadership & Culture Zone
Session By CallTower 18 November 2026 · Future of the Contact Centre Theatre
Introducing Humantic CX: A New Operating Model 18 November 2026 · Connected Contact Centre Theatre
Beyond CCaaS and WFM: Measuring the Work Your Platforms Can't See 18 November 2026 · Contact Centre Technology Theatre
How L&Q Uses AI to Protect Vulnerable Residents and Stay Compliant 18 November 2026 · CX Innovation Theatre
Exceptional customer experience starts with exceptional people 18 November 2026 · Customer Experience Transformation Theatre
Facing into the Challenges Together 18 November 2026 · Keynote Theatre
Building a High-Performance Culture: A Leader's Perspective 18 November 2026 · Leadership & Culture Zone
Session By Talkative 18 November 2026 · Customer Experience Transformation Theatre
New Standards For AI in CX: 5 Things You Must Know Before Subjecting Customers to AI 18 November 2026 · Connected Contact Centre Theatre
Why Your AI Says the Wrong Thing: Building the Instruction Layer Behind Trusted AI Answers and Actions 18 November 2026 · Contact Centre Technology Theatre
Building the QA team of tomorrow: how to prepare for auto QA and AI agents 18 November 2026 · Future of the Contact Centre Theatre
Delivering AI Agents in the Voice Channel: Lessons from a Global Retailer 18 November 2026 · CX Innovation Theatre
Innovation & Transformation in Action: From Priorities to Impact 18 November 2026 · Keynote Theatre
Who Leads When the Leader Is Not in the Room? 18 November 2026 · Leadership & Culture Zone
Deliver Better CX with a Connected Contact Centre 18 November 2026 · CX Innovation Theatre
From Conversation to Coordinated Action: Modernising CX with Resolve 18 November 2026 · Contact Centre Technology Theatre
Session By Hiya 18 November 2026 · Future of the Contact Centre Theatre
Conversational Analytics: Earning CX a Seat at the Boardroom Table 18 November 2026 · Connected Contact Centre Theatre
Session By Callminer 18 November 2026 · Customer Experience Transformation Theatre
The Leadership Time Revolution 18 November 2026 · Keynote Theatre
AI Can't Do This 18 November 2026 · Leadership & Culture Zone
AI, DUAA and Data Protection: What Every Organisation Should Have in Place 18 November 2026 · Future of the Contact Centre Theatre
Session By 8x8 18 November 2026 · Contact Centre Technology Theatre
The Reality from across the industry - AI in UK Contact Centres 18 November 2026 · CX Innovation Theatre
AI and the Human Touch: Getting the Balance Right 18 November 2026 · Keynote Theatre
Your Growth Engine Is Already Answering the Phone 18 November 2026 · Customer Experience Transformation Theatre
KEYNOTE: Making Customer Operations Simpler, Smarter and More Trustworthy 19 November 2026 · Keynote Theatre
From Data to Decisions: Turning Insights into Action 19 November 2026 · Keynote Theatre
Case Study in Implementing AI in Contact Center Operations 19 November 2026 · Connected Contact Centre Theatre
Government as the Laboratory for the Future of Customer Experience. 19 November 2026 · Customer Experience Transformation Theatre
The New Rules of CX: Winning in the Agentic Era 19 November 2026 · Future of the Contact Centre Theatre
The CX Cost Challenge: Meeting Expectations on Budget 19 November 2026 · Leadership & Culture Zone
Trust in AI Agents: AI Defence, Guardrails and Sovereignty 19 November 2026 · CX Innovation Theatre
Session By Keyrus 19 November 2026 · Connected Contact Centre Theatre
Your busiest agent is a chatbot: How forward-thinking QA teams can stop it ruining your reputation 19 November 2026 · Customer Experience Transformation Theatre
Openreach (part of BT) builds trust with NiCE Proactive AI during the UK broadband transformation 19 November 2026 · Contact Centre Technology Theatre
Balancing Culture, Insight and Innovation to Drive Real Employee Experience 19 November 2026 · Keynote Theatre
Session By Gladia 19 November 2026 · Future of the Contact Centre Theatre
Next-Gen Service: Pioneering the AI-first Contact Centre 19 November 2026 · CX Innovation Theatre
Understanding Your Workforce Strategy: Innovating Flexible Working 19 November 2026 · Leadership & Culture Zone
Fixing the broken journey: What’s really holding back Enterprise CX 19 November 2026 · Future of the Contact Centre Theatre
Session By Automaise 19 November 2026 · CX Innovation Theatre
From AI Promise to Production: Deploying AI QA at Scale 19 November 2026 · Customer Experience Transformation Theatre
Transformation at Scale: How HMRC Is Reinventing Customer Service 19 November 2026 · Keynote Theatre
Session By Phase2 Software (OutboundIQ) 19 November 2026 · Contact Centre Technology Theatre
From Cost Centre to Boardroom: How to Turn Customer Insight into Strategic Influence 19 November 2026 · Leadership & Culture Zone
Aligning People, Policy, and Customer Experience 19 November 2026 · Keynote Theatre
Stop Being Yourself - Why Leadership Has Nothing to Do With Your Comfort and Everything to Do With Your Responsibility. 19 November 2026 · Leadership & Culture Zone
Session by Atombit 19 November 2026 · Customer Experience Transformation Theatre
Session By Capacity 19 November 2026 · Connected Contact Centre Theatre
Beyond the Conversation : Service Is Becoming Software. What Does That Change? 19 November 2026 · Contact Centre Technology Theatre
Winning the Boardroom: Building a Business Case for CX Transformation 19 November 2026 · Future of the Contact Centre Theatre
Voice AI Agents: millions invested, zero results. Why "Connect me to a human" isn't about AI. 19 November 2026 · CX Innovation Theatre
Beyond One-Size-Fits-All: Designing Customer Experiences That Work for Everyone 19 November 2026 · Keynote Theatre
Rebalancing Leadership Purpose as a Compass 19 November 2026 · Leadership & Culture Zone
Session By SCB Global 19 November 2026 · Customer Experience Transformation Theatre
Session By Aircall 19 November 2026 · Contact Centre Technology Theatre