Contact Centre Strategy Summit
Contact centres are being pulled in two directions at once: reduce cost-to-serve and raise the bar on experience, while demand volatility, talent pressure, fraud, regulation and AI acceleration all increase the stakes of every customer interaction. The result is that contact centre decisions are no longer ‘operational’, they shape customer trust, revenue protection, risk exposure and brand reputation. This summit is a timely place for senior leaders to come together, compare what’s working, and align on the few moves that will matter most over the next 12–18 months.
This senior-level forum is for leaders who want to move beyond ‘optimising the operation’ and start activating the contact centre as a strategic asset. The agenda is interactive to give you real conversations: how customer insight influences enterprise decisions, how workforce strategy flexes through volatility and change, how to lead restructures fairly, how to prove ROI, and how to protect trust in a higher-risk world shaped by regulation, fraud and AI.
- Leave with a clearer view: what’s changed, what matters next, and what needs Board air-time.
- Compare notes with leaders like you: honest discussions on model, channels, cost and performance.
- Get ahead of restructure risk: what ‘fair’ looks like in practice and how to protect trust through change.
- Make ROI easier to defend: the measures that cut through, and the stories your CFO will back.
- Get practical on trust, fraud and AI: what good governance looks like when the stakes are high.
- Find the avoidable contact: where is repeat demand coming from and how others are fixing it.
- Protect the brand: the importance of consistent tone, decisions and outcomes for loyalty.
If you’re shaping decisions on customer, cost, risk, people or transformation, this is a high-value day out of the business, and we have an incredible line-up of speakers.
For additional information or to register Click Here
Location: Hotel VOCO, Manchester
