Jake Healy has been part of the Forum Events team for four years and recently took over as Event Sales Manager for the Contact Centre & Customer Services Summit. Working closely with solution providers across the customer experience sector, Jake helps suppliers connect with senior contact centre leaders looking to invest in new technologies and services. In this Meet the Team Q&A, Jake shares his thoughts on the latest industry trends, the solutions buyers are prioritising and how suppliers can make the most of the Summit’s unique one-to-one meeting format…
How long have you worked with Forum Events?
I have been with Forum Events for four years and recently moved from the Care Forum to manage the Contact Centre & Customer Services Summit.
It’s been exciting to move into a new sector and work with suppliers and buyers at a time when customer experience technology is evolving so quickly.
What are the key trends in the contact centre industry right now?
The biggest trends I’m seeing are the continued growth of AI and automation, alongside organisations expanding the ways they engage with customers across multiple channels, including phone, live chat and social media.
Businesses are also making greater use of data and analytics to improve the customer experience and identify opportunities to enhance service performance.
At the same time, cloud-based contact centre platforms continue to gain momentum, giving organisations greater flexibility while helping advisers work more effectively whether they are office-based, remote or operating in hybrid teams.
What products and services are contact centre professionals looking for in the year ahead?
There is strong demand for AI-powered customer service tools, cloud-based contact centre platforms, workforce management solutions and analytics software.
Many organisations are looking for technologies that improve customer experience while also increasing operational efficiency.
Solutions that help support remote and hybrid working remain important, alongside platforms that enable organisations to gain better insight into customer interactions and adviser performance.
Tell us about the Contact Centre & Customer Services Summit format and its benefits for industry suppliers.
The Contact Centre & Customer Services Summit brings together senior buyers and carefully selected suppliers through a programme of pre-arranged one-to-one meetings, networking sessions and informative seminar presentations.
Rather than relying on exhibition footfall or brief networking conversations, suppliers meet directly with decision-makers who have expressed an interest in relevant products or services.
The format provides suppliers with:
- Guaranteed one-to-one meetings with qualified buyers
- Opportunities to build meaningful commercial relationships
- Direct access to organisations with active projects and purchasing requirements
- Networking opportunities throughout the event
- A focused environment designed to maximise productive conversations
This allows suppliers to spend more time discussing genuine business opportunities and less time trying to identify the right prospects.
How do you work with industry suppliers in the lead-up to the Contact Centre Summit?
I work closely with them to understand their business objectives, target audience and the products or services they want to promote.
That information helps us match them with the most appropriate buyers, ensuring meetings are relevant for both parties and creating the best possible opportunity to develop valuable business relationships.
Throughout the lead-up to the event I’m also available to answer questions, provide updates and help suppliers prepare for the day.
What tips would you give suppliers to help them maximise their time at the Summit?
One of the best ways to prepare is to make full use of our online information platform before the event.
It provides detailed information about the delegates and suppliers attending, including areas of interest, current projects and available budgets, helping suppliers understand who they will be meeting before the event begins.
I would also recommend:
- Reviewing your meeting schedule in advance
- Researching each organisation before your appointments
- Tailoring your conversations to each buyer’s priorities
- Asking open-ended questions to understand current challenges
- Leaving time during networking breaks to continue conversations informally
The more preparation suppliers do beforehand, the more productive their meetings are likely to be.
About the Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit gives solution providers direct access to senior decision-makers who are actively reviewing technologies and services to improve customer experience and operational performance. To discuss supplier opportunities or find out more about the Summit, contact Jake at j.healy@forumevents.co.uk / 01992 374067.
