Customer Contact & Experience Leaders Summit

CCX Leaders Summit is an invite-only event for selected senior decision-makers who manage customer contact centres, customer experience and omnichannel marketing strategies. Offering a unique, peer-to-peer environment, this boutique event connects enterprise executives; technologists and industry experts. Don’t miss the opportunity to share ideas, get inspired and understand the technologies and strategies that underpin world class customer engagement.

What's in it for you?

Discuss the hottest trends with fellow innovators, hear best practice examples and understand the latest technology available
ensuring your organisation is ahead of the curve with how to connect and engage teams and customers.

Confirmed Speakers

Who's it for?

Chief Customer & Communication Officers, Heads of Customer Experience, Head of Contact Centre, Head of Customer Success,
Head of Customer Services, Director of Operations, Director of Compliance and Efficiency, Head of Department, Head of Product,
Head of Quality, Compliance and Customer Resolutions, Heads of IT, Heads of UC and Collaboration, Enterprise Architecture Teams,
Customer Services Manager, Customer Success Manager, Customer Experience Manager, Contact Centre Manager

Roundtable topics

Join our peer-to-peer roundtables specially curated by the UCX team to encourage collaboration with other leaders.

Check out the full range of Think Tank roundtable sessions.

Morning

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Registration & Arrival Refreshments
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Welcome Address

Olivier Mourrieras, Board Advisor, TribeCX

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Keynote Panel


The Customer Contact and Experience Imperative: Trends for 2022

• How has the pandemic altered brand/customer interactions and how has this impacted customer engagement strategies?
• The shift from reactive to proactive customer engagements. Which channels do customers really want to use - and when?
• Time to update team structures: Bringing CX and CCX closer together

Rob Allman, Global SVP Customer Experience, NTT
Priyesh Ramal, Head of Digital Disruption & Transformation, Sky

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Keynote


Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)

Sponsored by eGain

Improving Agent Experience (AX)

  • Maintaining compliance and regulatory adherence
  • Increasing productivity

Streamlining Business Experience (BX)

  • Reducing brain drain effect
  • Improving and maintaining operational efficiency

Enhancing Customer Experience (CX)

  • Ensuring consistent
  • Response Delivering effective self-service

Stephen Kennedy, Solutions Director, eGain

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Think Tank Roundtable Sessions


Simplifying omnichannel: Building a mobile first customer experience

CPaaS strategies: Personalised interactions utilising automation for increasingly expectant customers

Empowering agents: Next generation of contact centres

 ‘Digital First’: How to maintain and improve CX when ‘digital first’ is the new normal?

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1-2-1 Meetings, Networking & Refreshments
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Lunch

Afternoon

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Panel


Putting the customer first: The revival of optimal customer experience and engagement

• Combining CCaaS & CPaaS to boost Cx and offer more personalised interactions?
• How to continuously innovate to ensure agility and keep up with customer needs?
• AI (Artificial Intelligence) > AI (Automation Intelligence): Augmenting human intelligence (not replacing) and leveraging your customer data insights

Olivier Mourrieras, Board Advisor, TribeCX
Priyesh Ramal, Head of Digital Disruption & Transformation, Sky
Adam Waite, Head of Digital Conversations & AI, Centrica
Alexandra Foster, BT

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Fireside Chat


How Automation, ML & AI will re-invent the customer experience

• What do agents and customers want from automation, ML & AI technologies? AI Implementation - success stories and learnings
• What is best practice for deploying virtual assistants, bots and conversational pathways? It’s only good when we use it well
• Man and Machine collaboration, when should ML & AI step in or step aside to maximise the customer experience?

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1-2-1 Meetings, Networking & Refreshments
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Think Tank Roundtable Sessions


Data driven CX: Leveraging data insight, analytics and AI to personalise services

Conversational AI: Implementing self-service tools and chatbots for customers
Roundtable Leader: Rob Allman, Global SVP Customer Experience, NTT

VOC Innovation: How to stay ahead of customer expectations and utilise sentiment analysis

Customer Satisfaction: How to improve CSAT/NPS scores with CC/CX technologies?

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Closing Remarks
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Evening Reception & Networking Party

Interested in sponsoring?

Fill in the form and our team will be in touch to discuss packages