Behind every successful Contact Centre Summit is a team dedicated to ensuring delegates have a productive, valuable and enjoyable experience. As Delegate Portfolio Manager, Lucia Alio works closely with senior customer service and contact centre professionals to understand their current priorities, match them with relevant solution providers and create personalised event itineraries that deliver real business value. We caught up with Lucia to find out what she enjoys most about working on the Contact Centre Summit, the trends shaping the customer service industry and how she helps delegates make the most of their time at the event…
What inspired you to join the Forum Events team and contribute to the success of the Contact Centre Summit?
What attracted me most was the concept behind Forum Events and the way our events are designed to create genuine business value. The Contact Centre Summit is one of our flagship events and has been bringing together senior customer service professionals for more than 20 years, so it was always an event I hoped to work on.
Customer service is at the heart of every successful organisation, regardless of sector, and it’s fascinating to work with delegates who are passionate about continually improving the customer experience. Being able to play a part in helping those professionals discover new ideas, technologies and partnerships is incredibly rewarding.
How do you see your role supporting senior contact centre professionals in maximising their experience at the Contact Centre Summit?
My role is to make sure every delegate gets the maximum value from attending the Contact Centre Summit. When someone registers, we take the time to speak with them personally so we can understand their current projects, business priorities and the challenges they’re looking to solve.
By getting to know each delegate before the event, we’re able to recommend the most relevant suppliers, seminar sessions and networking opportunities while creating a personalised itinerary tailored to their objectives. My aim is for every attendee to leave with valuable industry insights, meaningful new connections and practical ideas they can take back to their organisation.
What’s one key trend or challenge in the contact centre industry that you’re particularly excited to help delegates address through the Summit?
Artificial Intelligence is undoubtedly one of the biggest talking points in the contact centre industry right now. While AI is transforming customer service by automating routine tasks and giving agents faster access to information, I think the real opportunity lies in using it to support people rather than replace them.
The most successful organisations are finding the right balance between technology and human expertise. AI can improve efficiency and help agents resolve customer enquiries more quickly, but customers still value empathy, reassurance and personal interaction when it matters most.
The Contact Centre Summit gives delegates the opportunity to explore how organisations are successfully combining AI with skilled customer service teams, while speaking directly with technology providers who can help them develop the right approach for their own business.
What makes the Contact Centre Summit unique as a platform for networking and problem-solving for senior contact centre professionals?
What makes the Contact Centre Summit different is the personalised format. Rather than walking around a large exhibition hoping to find the right suppliers, delegates receive a tailored itinerary of pre-arranged one-to-one meetings based on the projects and priorities they’ve shared with us.
Alongside those meetings, delegates can attend expert seminar sessions and network with fellow senior customer service professionals throughout the day. It creates an environment where conversations are more focused, time is used more efficiently and attendees leave with practical ideas, valuable contacts and potential new business partnerships.
Outside of work, what motivates or inspires you to stay engaged with contact centre industry trends and challenges?
I enjoy spending time with family and friends, travelling and discovering new places, but I also enjoy keeping up with developments across the customer service industry because it’s constantly evolving. Whether it’s learning about new AI technologies, customer experience strategies or changing consumer expectations, I find it interesting to see how organisations continue to innovate. Staying informed helps me better understand the conversations delegates are having and the projects they’re working on, allowing me to support them more effectively before they attend the Contact Centre Summit.
As customer expectations continue to evolve, the Contact Centre Summit provides senior customer service leaders with an efficient way to discover new technologies, share best practice and build valuable business relationships. Through a combination of personalised one-to-one meetings, expert seminar sessions and peer networking, delegates leave with practical ideas they can implement within their own organisations.
If you’re responsible for contact centre operations, customer experience or service transformation and would like to find out more about attending, contact Lucia Alio on 01992 374068 or email l.alio@forumevents.co.uk.
