Agenda:

Future-Focused CX: Empowering People, Elevating Performance – 9:30am – 4:00pm

This year’s event brings together forward-thinking CX leaders and technology experts to share real-world success stories, future trends, and hands-on strategies you can take back to your organisation.

This year’s agenda:

09.30 – 10.00 – Registrations and Morning Refreshements

10.00 – 10.30 – Welcome Remarks

10.30 – 11.00 – Leighann Radley, Trainline – Cloud, Clarity & Connections: Our Contact Centre Evolution – How We Transformed Our Contact Centre with AWS, Calabrio & Chat Lingual

11.00 – 11.30 – Morning Break and Networking

11.30 – 12.00 – Russell White, Bluecrest  – When AI Listens: How We’re Turning Interactions into Intelligence at Bluecrest

12.00 -12.30-  Nicola Callan, Boost HR – Uncover the expectations of your advisors and learn how to prepare them for the contact centre of the future.

12.30 -13.30 – Lunch

13.30 – 14.15 – Round Table Discussions

14.15 – 14.45 – Paul Anderson, Newcastle Building Society – Delivering stepped change into a contact centre environment to drive business efficiencies, colleague support and better customer outcomes

14.45 – 15:00 – Comfort Break

15.00 – 15:45 – Chris Dardis & Chris Holt – Panel with Boost.ai & Cognigy, Beyond Channels: Building Intelligent Customer Journeys

15.45- 16.00 Q&A – Closing Remarks

16.00 – Refreshments and Networking in the Gin Bar

18.00 – 22.00 – SVL social at Flight Club

Beyond the sessions, the event offers dedicated time for networking, idea-sharing, and building connections with peers who share your challenges and ambitions. And of course, we’ll wrap up with an evening of relaxed socialising, food, and fun.

Followed by our evening do:

After the event, you’re invited to relax and connect with us for an unmissable evening at Flight Club. This is a brand new venue in Newcastle, dedicated to social darts, great food, and even better company.

Location: 22 Nelson Street, Newcastle Upon Tyne, NE1 7AP
Time: From 6:00pm onwards
What’s included: Food, drinks, and darts

Enjoy a laid-back evening in good company, whether you’re catching up with familiar faces or making new connections, it’s the perfect way to round off the day.

We look forward to seeing you there!