What Not to Miss at Call & Contact Centre Expo 2024

The Call & Contact Centre Expo 2024 is just around the corner, taking place at ExCel, London on the 27-28 November 2024. For the first time ever, we’ve got a stand! So be sure to swing by CC-N66 and say hello to our team!

There’s also a whole heap of fantastic exhibitors and speaker sessions to join – including our Editor, Megan Jones, chairing a panel on Elevating Customer Care for the Vulnerable on Thursday 28th November – so we’ve compiled this list to help you make the most of your time in London!

What Stands Should You Be Visiting?

Below is a list of companies that we recommend visiting while you’re at the show.

If you haven’t registered yet and want to join us, click here

Themed Agendas

Not sure what sessions to catch while you’re there? We’ve brought the agenda together into key themes, so you can catch the sessions that home in on the areas you’re most keen to learn more about at the 2-day event – organized into key themes of AI, customer experience, and employee experience.

What’s On: All About AI

Looking to explore the best AI has to offer right now and how it can drive efficiencies across your contact centre? Take a look at these sessions…

Leading the Future of Customer Service Automation
11:00 – 11:30 (Wednesday 27th November)

• Laura Malinsky, Director, Solutions Sales, EMEA Analytics & Digital – NICE
• Sue Bolt, International Solution Sales Director WEM – NICE

Keynote Theatre

Next-Gen, AI-Driven CCaaS, straight from the horses mouth
11:00 – 11:30 (Wednesday 27th November)

• Andrew Pattie, CX Solutions Director – Sprinklr

Future of the Contact Centre Theatre

Orchestrating AI & Digital Ecosystems: A Masterclass in Platform Integration – Seamlessly Connecting Genesys with AWS and ServiceNow
11:00 – 11:30 (Wednesday 27th November)

• Jeroen Sourbron, Strategic Global Alliances Director – Genesys

Keynote Theatre

Revolutionising Customer Experience: How AI is Transforming the Contact Centre
11:40 – 12:10 (Wednesday 27th November)

• Thomas John, Regional Vice President of Channel Sales – Five9

Contact Centre Technology Theatre

Next-Gen CX: The future of your contact centre
12:20 – 12:50 (Wednesday 27th November)

• Steve Blood, VP of Market Intelligence and Evangelism – Five9

Future of the Contact Centre Theatre

Listen, Understand, Act: Transforming Agent-Customer Interactions with AI
12:20 – 12:50 (Wednesday 27th November)

• Simon Black, COO – Creovai

Connected Contact Centre Theatre

Why 100% coverage = 100% confidence: Make AutoQA work for you
13:30 – 14:00 (Wednesday 27th November)

• Chris Mounce, Product and Training Specialist – EvaluAgent

Future of the Contact Centre Theatre

The Human Touch in a Tech-Driven World
13:30 – 14:00 (Wednesday 27th November)

• Mark Lockyer, Director of International Sales – CallMiner

Connected Contact Centre Theatre

Generative AI, Meet Agentic AI: The Dynamic Duo Revolutionising Customer Experience
13:30 – 14:00 (Wednesday 27th November)

• Pedro Andrade, VP, AI & Automation – Talkdesk

Contact Centre Technology Theatre

Will AI Take My Job? A Contact Centre Story
14:10 – 14:40 (Wednesday 27th November)

• Chris Angus, VP EMEA for Contact Centre Engagement – 8×8

Customer Experience Transformation Theatre

Delivering Strengths Based Agent Coaching with AI insights
14:10 – 14:40 (Wednesday 27th November)

• Derek Corcoran, Founder & CEO – Scorebuddy

Digital CX Theatre

Brought to you by Sprinklr
11:00 – 11:30 (Thursday 28th November)

• Alan Gibson, Service Specialist – Sprinklr

Future of the Contact Centre Theatre

AI-Powered Experience Orchestration: Revolutionizing CX & EX – Leverage AI Copilot and Social Listening for Seamless Interactions
11:00 – 11:30 (Thursday 28th November)

• Berkay Ozkose, Social Innovation Lead, EMEA – Genesys
• Steve Barratt, Digital & AI Specialist, EMEA – Genesys

Contact Centre Technology Theatre

What’s On: Improving CX

Keen to overhaul your CX strategy and need some fresh inspiration? Take a look at these sessions…

How to make your customer experience SING
11:40 – 12:10 (Wednesday 27th November)

• Garry Gormley, Founder – FAB Solutions

Digital CX Theatre

Effective Benchmarking Workshop: Real customer operation benchmarking
11:40 – 12:20 (Wednesday 27th November)

• Chris Rainsforth, Director of Learning & Innovation – The Forum
• Dave Vernon, Director of Membership & Best Practice – The Forum
• Phil Anderson, CEO – The Forum

Training, Leadership & Culture Zone

How contact centres can demonstrate their value
12:20 – 12:50 (Wednesday 27th November)

• Kate Law, Membership & Learning Director – CCMA

Keynote Theatre

Maximising Customer Experience and ROI: Insights from Forrester’s Total Economic Impact™ Study on Puzzel
14:10 – 14:40 (Wednesday 27th November)

• Gabi Warren, Chief Marketing Officer – Puzzel
• Sundeep Boughan, Director of Sales Engineering – Puzzel

Contact Centre Technology Theatre

Raising Standards in Customer Operations
10:00 – 10:45 (Thursday 28th November)

• Chairperson: Phil Anderson, CEO – The Forum
• Speakers: Andy Doughty, Head Of Business Planning – Legal & General
• Chris Clarke, Global Head of Real Time – eBay
• Zoff Makda, Head of Operational Resource Planning – Legal & General

Keynote Theatre

Contact Centre Metrics – vanity vs sanity – time for a metric overhaul?
11:00 – 11:30 (Thursday 28th November)

• Nerys Corfield, Director – Injection Consulting

Keynote Theatre

5 ways predictive metrics will shape the contact centre
11:40 – 12:10 (Thursday 28th November)

• Ben Cave, Product Director – EvaluAgent

Customer Experience Transformation Theatre

Navigating Digital Transformation with Carnival UK: Adopting AI and Automation for CX Excellence
11:40 – 12:10 (Thursday 28th November)

• Chairperson – Luke Duffell, Digital Sales Engineering Manager – NICE
• Speakers – Jon Wells, Director Contact Centre – Carnival UK
• Sam Webster, Senior Manager, Workforce Management & Analytics – Carnival UK

Digital CX Theatre

Effective Benchmarking Workshop: Real customer operation benchmarking
11:40 – 12:20 (Thursday 28th November)

• Chris Rainsforth, Director of Learning & Innovation – The Forum
• Dave Vernon, Director of Membership & Best Practice – The Forum
• Phil Anderson, CEO – The Forum

Training, Leadership & Culture Zone

Elevating Customer Care for the Vulnerable
12:20 – 13:05 (Thursday 28th November)

• Chairperson: Megan Jones, Editor – Call Centre Helper Magazine
• Speakers: Helen Bellamy, Vulnerable Customer Specialist – Quilter,
• Zain Rawji, Vulnerable Customer Manager – Kroo Bank

Keynote Theatre

AI Driving a Step Change in CX: Zoom’s Leadership in Innovation
13:30 – 14:00 (Thursday 28th November)

• James Adamczuk, CX Evangelist EMEA – Zoom

Customer Experience Transformation Theatre

What’s On: Boosting EX

Are you struggling with poor staff retention and engagement? Take a look at these sessions for some ideas on how to improve your agent experience…

Operational Effectiveness Workshop: Creating a learning culture
12:50 – 13:30 (Wednesday 27th November)

• Chris Rainsforth, Director of Learning & Innovation – The Forum
• Dave Vernon, Director of Membership & Best Practice – The Forum
• Phil Anderson, CEO – The Forum

Training, Leadership & Culture Zone

Press 1 for staff retention: Eight authentic ways Emotional Intelligence will help create call centre careers
13:30 – 14:00 (Wednesday 27th November)

• Sandra Thompson, Founding Director – The Ei Evolution

Keynote Theatre

Strategy. Culture. Colleagues. Customers. Operations.
14:10 – 14:50 (Wednesday 27th November)

• Mel Lomax, Awards & Accreditations Manager – CCMA

Training, Leadership & Culture Zone

Voice of the Agent (VoA) – Empowering contact centre agents in a multichannel world
15:05 – 15:35 (Wednesday 27th November)

• Ed Creasey, Vice President of Solution Engineering – Calabrio

Connected Contact Centre Theatre

TREX – A roaring keynote
11:40 – 12:10 (Thursday 28th November)

• Martin Teasdale, Founder – Get out of Wrap

Keynote Theatre

Operational Effectiveness Workshop: Creating a learning culture
12:50 – 13:30 (Thursday 28th November)

• Chris Rainsforth, Director of Learning & Innovation – The Forum
• Dave Vernon, Director of Membership & Best Practice – The Forum
• Phil Anderson, CEO – The Forum

Training, Leadership & Culture Zone

What’s On: The Stands

8×8 – CC-F40

Visit 8×8 on stand CC- F40 for product demonstrations, happy hour drinks from 2 p.m. each day, and a chance to win Premier League hospitality tickets to see Southampton Football Club.

Calabrio – CC-N10

Calabrio’s full suite of both WEM products and shakes are on display this year! They’ve got their team of experts on the stand to answer any of your pressing questions. We’ve also heard rumours of boozier shakes later in the day…

Call Centre Helper – CC-N66

Us! We’re on a stand! Different members of the Call Centre Helper team will be in attendance over the two days. Come over and say hello!

CallMiner – CC-E36

CallMiner are showcasing their most comprehensive platform yet. Analysing omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning.

They’ve also gone Christmas themed with their stand this year, you’ll have to go and visit to see the specifics, but they’re doing a Christmas raffle every day, themed around their massive tree! The raffle takes place at 3:30pm daily so at least we know where someone from our team will be every day.

EvaluAgent – CC-K40

At first glance you might not recognise EvaluAgent this year, their marketing team tells us they’re launching their new brand next week! What you will recognise though is their leading AI-powered conversational intelligence and automated QA. Their team is on the stand and ready to answer any QA questions you can throw at them.

Five9 – CC-L20

Fresh off their CX Summit last week, the team at Five9 are packed with knowledge, showcasing their latest advancements in AI Agents and industry collaborations with partners like ServiceNow. They’ve got several talks throughout the day and their demos all feature real-life use cases from their customers. They’ve also got an AI powered sweet shop using their chatbot to take orders, so anyone with a sweet tooth shouldn’t skip this one. 

Genesys – VIP Lounge

The team at Genesys are once again located in the exclusive VIP Lounge at Expo, they’ve got a team of product experts talking about their entire product range. Everything from Agent Copilot, virtual agent technology and their new social listening tools are on display, all shown through the lens of real-world case studies. They’re also showcasing their collaboration skills in a panel alongside AWS and ServiceNow. 

NICE – CC-M30

NICE’s stand this year is all around automating your customer service aspirations, and as you’d expect, they’ve gone all out. As well as various panel discussions, a team of experts and industry-tailored AI and automation solution demos, they’ve got a fruit and smoothie bar, interactive Batak games, a happy hour, and their mascot NICEY. It’s safe to say there’s something for everyone.

Puzzel – CC-H20

Off the back of their two recent acquisitions of SupWiz and Capturi, Puzzel are showcasing their newly enhanced AI capabilities. They’re on stage on Wednesday for their panel about proving ROI in your contact centre and we’ve been told their demos are personalised to show you the same. Their team of experts are supported by a coffee stand and fresh selection of Danish pastries, properly leaning into the Nordic coffee shop vibe. 

Scorebuddy – CC-L40

Scorebuddy have their product experts ready to go on stand CC-L40, demoing their cutting-edge AI solutions designed to transform your QA process. We’ve been told they’ve got tonnes of giveaways, and have brought back their talented caricaturist from last year to produce some more flattering portraits of anyone who stops by.

Sprinklr – CC-K50

Sprinklr’s value to the enterprise is simple: they un-silo teams to make customers happier. Way happier. Stop by their stand to grab a coffee and see their full suite of contact centre solutions in action. 

Talkdesk – CC-E10

With their cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, Talkdesk’s stand is showcasing how customers both in the cloud and on-premise can deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. They’ve also got swag, so stop on by. 

Zoom – CC-G20

Zoom’s contact centre product portfolio has massively evolved over the past 12 months. On stand they’ve got a team of EMEA product experts ready to show you real-life use cases in how cutting edge contact centres are using their technology. They’ve also got a happy hour, so what’s not to love about that!

Author: Rachael Trickey
Reviewed by: Megan Jones