Speakers - Contact Centre Summit | Forum Events


Daniel Lewis, Entrepreneur, Customer Experience Expert

“The elevated experience: how to rocket launch your customer experience & your team at the same time!”

How to take the Customer’s Experience to a WHOLE NEW LEVEL! In this presentation, I introduce a 5 step framework (E-I-E-I-O) Empowerment – Inspiration – Enablement – Intelligence – OMG!(the wow factor) E-I-E-I-O is a framework that will teach us how to impact and improve the customer’s experience by elevating our culture and improving the atmosphere for our people first.

  • Learn how to strategically prioritize ‘People over Policy’ and remove barriers to employee excellence
  • Learn how to authentically cultivate a magnetic and positive corporate culture for your organization
  • Learn how to Master the Art of creating WOW! moments for your customers!

Stephen Yap, Research Director – CCMA

“Voice of the Contact Centre Consumer 2024″

CCMA’s Research Director will present latest findings from CCMA’s annual Voice of the Contact Centre Consumer research initiative, exploring and tracking customer behaviours and attitudes.

  • Are consumer perceptions of customer service changing?
  • Is self-serve becoming normalised?
  • Which channels do people want to use?

Sally Greenaway, Director of Customer Experience – PremierCX, Guest: Chris Nicholson, Contact Transformation Manager – Riverside Housing

Fireside Chat

“Case Study – The impact of effective conversation design and the value of clear, concise messaging – how Riverside Housing reduced abandonment rates, wait times and improved their SLA”

A Fireside chat with Chris Nicholson at Riverside – a major provider of affordable housing, managing over 75,000 homes across England and Scotland.

Balroop Bhogal, Senior Solutions Engineer – Freshworks & William Lynch, Lead AE – Freshworks

“The true potential of AI in customer service – beyond just chatbots?”

Join Freshworks to look at how the disruption and the power of Generative AI will challenge and innovate customer service. Gen-AI offers customer support leaders the opportunity to sur-pass chatbot limitations.

  • How this technology can be leveraged to support customer service teams with faster, smarter, better decision-making, blending automation and a human touch for better customer experiences.
  • Demonstrate some essential best practices for AI implementation, unleashing its full potential when introduced to your customer service strategy correctly