The Contact Centre Summit connects like-minded peers, helping you source the latest and most innovative products & services based on your interests and needs, as well as a seat at our educational speaker programme.
This event is entirely complimentary for industry professionals including; seminars, networking opportunities, meetings with top suppliers, overnight accommodation and meals & refreshments.
6th & 7th May 2026 | Radisson Hotel & Conference Centre London Heathrow
Seminar programme in full:
“Designing the Customer Service Department of the Future”
Presented by: Callbotics
“Why customers expect support across multiple channels (chat, voice, social, messaging) with consistency”
Presented by: Barry Ward, Product & Strategy Director – Wavenet
“From Zero to One with AI in Customer Service”
How leaders can make a practical start with AI in customer service: where to begin, what to prioritise, and how to build sustainable capability without disrupting teams or customers.
- What “getting started with AI” really means for service leaders
- Breaking processes down: workflows, wrap codes, and repeatable tasks
- Governance fundamentals: data responsibility, ownership, and maintenance
- Measuring success: reporting, performance, and iteration over time
- The future role of people in customer service: from process to experience
Presented by: Jack Barmby, CEO – Gnatta
“From Promise to Practice: A New Era for the Contact Centre”
Many contact centres are in the midst of major transformation projects, driven by the rapid evolution of artificial intelligence and the continued shift towards being valued as a strategic hub within organisations, as opposed to a cost centre.
How will the future play out? Leaning on CCMA research including 2025’s flagship Contact Centre: 2030 report, Leigh will outline some of the key trends set to determine where contact centres across the continent are heading, including:
- How innovative applications of data and AI are reimaging the future enterprise.
- The new job roles and skills requirements that are shaping the future colleague.
- Why the shift to proactive and preventative service will transform future customer experiences.
Presented by: Leigh Hopwood, CEO – CCMA
How to Start, Grow, and Save with WhatsApp”
Many businesses are interested in WhatsApp but don’t know how or where to begin, and what it can do for them. In this session, we aim to give an overview of simple starting points and how to grow that into something that transforms service through automation, multimedia, and AI:
- Starting with WhatsApp from a service and product perspective
- Growing into automation and rich media
- The different benefits you can expect from different approaches
- Going fully agentic AI
Presented by: Gareth Bray, Business Development Director – Premier CX
Attendance is completely free of charge – To reserve your place, click here.
