Join our panel of senior practitioners to explore how modern contact centres are navigating evolving customer expectations, workforce dynamics, and emerging technologies. We’ll discuss the pivot towards omnichannel experiences, balancing automation with empathy, and ensuring consistent service quality across touchpoints. We'll cover how to prepare for scalability, build resilience in unpredictable environments, and embed agility into everyday operations, highlighting the interplay between people, process, and technology in crafting exceptional customer journeys.

Key takeaways:

• Find out how to architect an omnichannel-first strategy
• Learn how to balance automation, AI, and human touch
• Understand workforce agility as a competitive advantage
• Discover the latest on governance, data ethics and how to achieve true CX excellence in 2025

Explore how conversational AI and real-time assistance tools are transforming contact centre operations. These solutions can route calls, triage queries, and surface knowledge snippets to agents, enabling quicker and more accurate responses. We'll unpack the NLP techniques that understand intent, optimize multilingual interactions, and improve voice-to-text accuracy. The session will also address governance, data security, and the importance of human oversight in AI-driven support systems. Practical integration strategies and pilot-to-scale insights will be shared to help leaders adopt AI confidently.

Key takeaways:

• Learn how to enhance agent performance with real-time AI coaching
• Deiscover how to design fallback strategies for complex queries
• Ensure compliance and voice data governance
• Find out how to demonstrate ROI in AI-assisted environments

Cloud-based contact center platforms are enabling faster innovation, unified omnichannel delivery, and seamless scaling. This session covers the migration journey to CCaaS and XCaaS architectures, including integration with voice, messaging, video, and social channels. You'll learn how companies reduce legacy maintenance, improve resilience, and enable remote and hybrid agent work. Scalable architecture, API integration, and uptime SLAs will be explored. Hear how businesses are transforming customer experience while maintaining operational control.

Key takeaways:

• Discover how to choose the right cloud communication architecture
• Leveraging API-driven CX tooling
• Ensure scalability, reliability, and service-level agreements (SLAs)
• Managing change and ROI in cloud migrations

Customer-facing organizations are shifting from reactive service to predictive engagement - using analytics to pre-empt issues and reach out first. In this case study, we will highlight how real-time data, call driver detection, and machine learning models enable predictive callbacks, upsell offers, and sentiment-based routing. We will delve into how analytics informs staffing, quality measurement, and self-service channel optimization, and cover practicalities such as dealing with data privacy, model calibration, and cross-functional collaboration.

Key takeaways:

• Find out how to turn reactive support into proactive engagement
• Learn about using analytics for forecasting and resource planning
• Discover how to enable personalized, predictive CX
• Understand about negotiating privacy and trust in analytics