Register your spot today.
Join us for an inspiring event focused on innovating customer experience excellence. This event will bring together industry experts, thought leaders, and peers to explore cutting-edge strategies for enhancing customer satisfaction and employee experiences.
You will hear directly from customers who are at the forefront of customer-centric innovation. We will dive into topics such as AI-powered experience orchestration, digital transformation, personalised customer journeys, and data-driven insights to drive loyalty and growth.
Through interactive sessions, case studies, and networking opportunities, participants will gain valuable insights and practical tools to elevate their customer experience initiatives. Don't miss out - register your interest today!
Elevate Customer Experience While Reducing Costs.
Evolving expectations and the future of data-driven contact centres
Thursday 18th September 2025
9:00 AM - 12:00 PM | Sea Containers, London
Meet the speakers
9:00AM
Breakfast & networking
Agenda
Driving innovation with generative AI
Generative AI is a catalyst for redefining innovation, enabling organisations to rethink contact centre operations, automate routine interactions, and empower agents with real-time insights to deliver exceptional service.
What will be discussed?
Current CX landscape
Industry trends and insights
Future of customer experience
Steve Barratt
Director, Digital & AI
Genesys
Michael Killeen
Founder and Chairman
CX Academy
Enhancing customer experiences at scale
With Generative AI, businesses can reimagine customer engagement by delivering hyper-personalised, frictionless interactions that set new benchmarks for satisfaction and loyalty.
Building an AI-ready foundation
To fully unlock Generative AI’s potential, organisations must move beyond legacy systems and silos, embracing a future-ready architecture that aligns technology, data, and strategy with business goals.
Tech stack for future ready contact centres
Identify the essential technologies and tools your business needs to adopt, from cloud-based solutions to AI-driven platforms, to create a unified contact centre that drives efficiency and exceptional CX.
By signing up for this event, I agree for my contact details to be shared with Genesys and for them to contact me via email regarding news, events and information relating to their products. Here is their privacy policy.
This event is being organised by the agency, Entourage BD Ltd., and here is a link to our privacy policy.
We’ll email you all the details about the event. We ask for your mobile in case we can’t get the link to the email provided or need to contact you about the event. We may email or call you after the event to share takeaways, gain feedback, gather suggestions, introduce ourselves or invite you to our next event if it seems relevant for you.
Thursday 18th September 2025
9:00 AM - 12:00 PM | Sea Containers, London
CX academy presentation
9:15AM
9:45AM
Genesys: AI-powered solutions
Elevating customer journeys with AI-Powered Experience Orchestration
Introducing Agentic AI
The synergy of human and AI for enhanced EX
A practical roadmap to AI-driven transformation
10:15AM
Networking break
10:30AM
Customer success story
From crisis to control – How Brittany Ferries stabilised CX in just 48 hours with Genesys Cloud.
11:00AM
Panel discussion: The future of CX
11:30AM
Networking break
12:00PM
Close
Gerry Kenny
EMEA Channel Marketing
AWS
Paul Acheson
Group Director Sales and Marketing
Brittany Ferries
Jack Godfrey
Sales Director
Connect
Seamless scale – 4 countries. 7 centres. 0 disruption. One rapid move to the cloud.
AI-ready future – Learn how Brittany Ferries is set to turn Genesys Cloud AI into a competitive edge.
Leigh Hopwood
CEO
CCMA
Hosted by Leigh Hopwood, CEO, Contact Centre Management Association
Gurdip Kundi
Infrastructure and Security Director
Foxtons
