AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Tuesday
8:00
Breakfast
8:40
Opening Comments
8:50
Presentation: Developing AI-Ready Contact Centre Operations with Human-Centred Design
From a contact centre perspective, where do you start from an AI space? Most companies recognise they need to do something, yet many aren’t getting what they expected. AI doesn’t always deliver promised savings, knowledge management is complex, and AHT often goes up rather than down because agents handle more complex issues. Crucially, it’s human component piece becomes the critical factor for success; how overcommunication, constant reinforcement of messaging, and explaining the ‘why’ to frontline teams determines whether transformation thrives or fails.
This session explores the operational foundations required for successful AI implementation. You’ll discover approaches to quality assurance automation, strategies for integrating customer policy data into processes, and how to manage the cybersecurity and risk challenges that keep leaders up at night. We’ll address the reality of retrofitting AI onto archaic systems, examine what building blocks need to be in place for optimal performance, and explore how to manage the fear of the unknown whilst moving forward with pilots.
9:25
Partner Keynote
10:00
Presentation: Maturing Your Approach to Psychosocial Safety for Employee Engagement and Culture
Change management has become the defining challenge of modern contact centres, with employees experiencing constant, relentless transformation that tests trust and engagement at every turn. As AI reshapes the workforce and increases cognitive load for human-handled cases, creating a resilient culture isn’t optional, it’s essential for survival. With vicarious trauma reaching a tipping point and customer demands intensifying, contact centre workers face unprecedented pressure that demands proactive, comprehensive support.
This session examines how organisations are building winning contact centre cultures rooted in identity, purpose, and psychosocial safety. You’ll hear practical strategies for employee engagement and flexibility, including self-managed shifts and pre-approvals that deliver measurable reductions in turnover and unplanned absences. Ultimately, this is about creating environments where people feel safe to speak up, providing dedicated counselling access, and building non-judgemental support systems that address psychosocial challenges no industry can afford to ignore.
10:30
Coffee Break & Networking
10:55
Partner Breakouts
11:25
Think Tank 1: How Do You Reimagine the Customer Journey with AI?
As contact centres navigate the AI revolution, the fundamental question isn’t whether to adopt AI; it’s how you deploy it to transform customer interactions.
Join your peers to discuss:
Is your AI strategy driving scale or driving savings?
How do you create truly integrated multimodal experiences?
How are you optimising self-service in the LLM era?
What architecture supports brilliantly disruptive customer experiences?
How do you turn contact centres into revenue generators?
Think Tank 2: How Do You Develop Agent Skillsets for with AI Tools?
Many successful AI use cases have been agent-supporting, yet implementation remains challenging.
Join your peers to discuss:
Which AI tools genuinely improve agent productivity?
What knowledge management approach enables accurate AI?
How do you avoid overwhelming teams with AI implementation?
What’s the role of human agents once AI is deployed?
What foundational work is essential before deploying agent AI?
Think Tank 3: How Do You Prove ROI and Build Business Traction for Contact Centres?
Delivering measurable ROI requires a clear business case, even when benefits show up as intelligence rather than savings.
Join your peers to discuss:
How do you turn customer intelligence into operational ROI?
What building blocks deliver the best return when modernising legacy systems?
How do you build a business case when benefits are insight-based rather than cost savings?
How do you balance data value with risk management?
How do you demonstrate value when traditional metrics don’t capture the full benefits?
Think Tank 4: How Do You Build Culture That Builds Brand and Drives Retention?
Culture underpins everything in contact centre transformation, however it can risk being overlooked precisely when it matters most.
Join your peers to discuss:
How do you develop leaders who can support teams through constant change?
How do culture and leadership development work together?
How do you maintain culture as team structures shrink?
What capabilities do leaders need for transformation?
How do you prioritise leadership when financial pressures mount?
Think Tank 5: How Do You Develop Leadership for the Human-Centred AI World?
Leaders need new capabilities to organise teams and manage both AI systems and human agents effectively.
Join your peers to discuss:
How do you develop leaders who can manage both people and AI systems?
How do leaders support agents handling more complex work?
What role does AI-powered coaching play in leader development?
What capabilities do leaders need to support specialist agents?
How do you develop career pathways when leadership roles are shrinking?
12:10
Partner Breakout
Partner Breakout
Partner Breakout
12:35
Networking Lunch
13:30
Presentation: Harnessing Customer Intelligence and Insights with AI
The contact centre holds reams of insights that could be a goldmine for the organisation, but only if you take that data, understand it, and help resolve the issues it reveals. The real breakthrough: shifting perspective from FTE cost reduction to customer understanding; because knowing your customers deeply is how you prevent churn and drive sustainable growth. Insights are the key to transforming from cost centre to value centre.
This session explores building repeat interaction dashboards that identify pain points, using AI summaries to provide greater visibility over continuous improvement. We’ll examine knowledge management, gathering insights from customer reviews and social media, and leveraging data in regulated industries. Successful transformation requires change management; know your business, know your data, and bring your people with you to turn insights into action.
14:00
Partner Keynote
14:40
Wine Tasting
Golf
Go-Karting
Pickleball
Workshop: Navigating Risk in the AI-Powered Contact Centre
AI brings massive opportunity and equally massive risk. Cybersecurity threats, LLM hallucinations, compliance nightmares, and terrified executives who think something’s going to go spectacularly wrong. This workshop tackles how to move forward without setting everything on fire.
We’ll work through the messy questions: How do you sandbox when you don’t have the parameters yet? What does “test and learn safely” actually look like when things fail? How do you build governance that enables rather than strangles innovation? You’ll leave with the confidence to say “yes, we can do this” without the sleepless nights.
Expect problem-solving, war stories, peer commiseration, and maybe even some fun. Risk management doesn’t have to be soul-crushing.
17:00
Relax + Recharge
19:00
Pre-Dinner Drinks Reception
19:45
Gala Dinner
22:00
Close
Wednesday
8:00
Breakfast
8:40
Opening Comments
8:50
Partner Keynote
9:25
Presentation: Advancing Workforce Skills and Capabilities that Fully Embody Your Brand Personas
As AI handles routine enquiries, the agents of the future are becoming specialists who deal with higher-complexity interactions that require deep expertise, brand embodiment, and sophisticated problem-solving. Yet learning and development in most contact centres still follows approaches designed for a pre-AI era, struggling to keep pace with rapid change and high workforce churn.
This session examines what effective L&D looks like for contact centres in 2026 and beyond. We’ll explore strategies that build both foundational skills and the resilience required for constant adaptation. We’ll address how to provide capabilities for the higher-complexity interactions that remain after bots handle 60% of questions, and approaches to contact centre sales in highly regulated environments.
10:00
Partner Keynote
10:30
Coffee Break & Networking
11:00
Think Tank 1: How Do You Reimagine the Customer Journey with AI?
As contact centres navigate the AI revolution, the fundamental question isn’t whether to adopt AI; it’s how you deploy it to transform customer interactions.
Join your peers to discuss:
Is your AI strategy driving scale or driving savings?
How do you create truly integrated multimodal experiences?
How are you optimising self-service in the LLM era?
What architecture supports brilliantly disruptive customer experiences?
How do you turn contact centres into revenue generators?
Think Tank 2: How Do You Develop Agent Skillsets for with AI Tools?
Many successful AI use cases have been agent-supporting, yet implementation remains challenging.
Join your peers to discuss:
Which AI tools genuinely improve agent productivity?
What knowledge management approach enables accurate AI?
How do you avoid overwhelming teams with AI implementation?
What’s the role of human agents once AI is deployed?
What foundational work is essential before deploying agent AI?
Think Tank 3: How Do You Prove ROI and Build Business Traction for Contact Centres?
Delivering measurable ROI requires a clear business case, even when benefits show up as intelligence rather than savings.
Join your peers to discuss:
How do you turn customer intelligence into operational ROI?
What building blocks deliver the best return when modernising legacy systems?
How do you build a business case when benefits are insight-based rather than cost savings?
How do you balance data value with risk management?
How do you demonstrate value when traditional metrics don’t capture the full benefits?
Think Tank 4: How Do You Build Culture That Builds Brand and Drives Retention?
Culture underpins everything in contact centre transformation, however it can risk being overlooked precisely when it matters most.
Join your peers to discuss:
How do you develop leaders who can support teams through constant change?
How do culture and leadership development work together?
How do you maintain culture as team structures shrink?
What capabilities do leaders need for transformation?
How do you prioritise leadership when financial pressures mount?
Think Tank 5: How Do You Develop Leadership for the Human-Centred AI World?
Leaders need new capabilities to organise teams and manage both AI systems and human agents effectively.
Join your peers to discuss:
How do you develop leaders who can manage both people and AI systems?
How do leaders support agents handling more complex work?
What role does AI-powered coaching play in leader development?
What capabilities do leaders need to support specialist agents?
How do you develop career pathways when leadership roles are shrinking?
11:55
Presentation: Building Future-Ready Contact Centre Leadership
Leadership has become a perennial issue in contact centres, yet as organisations wrestle with financial and technology challenges, cultivating contact centre leaders, and building a career from it, is only going to get more difficult. The paradox is stark: precisely when we need leadership most, the very thing that necessitates it is crippling leadership development.
This session explores what leadership effectiveness looks like in contact centres transformed by AI. You’ll discover how to develop leaders who can manage both people and technology capabilities when traditional team leader models no longer apply, and examine the reality that as headcount decreases, opportunities to enter leadership roles may disappear entirely. We’ll address why organisations invest heavily in agent programmes but forget their leaders, explore strategies for bringing leadership forward in meaningful ways, and examine what capabilities leaders need to support teams through transformation.
12:25
Closing Comments
12:30