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2021 PROGRAMME
2021 PROGRAMME
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* Date
16 Nov 2021 (57)17 Nov 2021 (47)
* Location
CCC Keynote Theatre (10)CUX Keynote Theatre (3)The Evolving Contact Centre
(9)Smarter Collaboration (10)The Connected Contact Centre (9)Contact Centre
Transformation (10)Contact Centre Technology (12)The Future of Customer
Contact (8)Next Generation Contact Centre (11)Customer and User Experience
(11)The Digital Customer (11)
* Speakers
Alex Stenton-Hibbert (1)Andy Brunt (2)Andy Rawll (1)Antoine Doumenc (1)Ashish
Seth (1)Ben Reed (1)Cameron Bird (1)Carl Chalfont (1)Christopher Montemont
(1)Clare Messenger (1)Dan O'Connell (1)Danny Singer (1)Fran Fish (1)Garry
Gormley (1)Jason Shave (1)Jay Gupta (1)Jonathan Davies (1)Jonathan Sharp
(1)Jordi Torres (1)Mark Bosworth (1)Mark Matthews (1)Martin Taylor (1)Martin
Teasdale (1)Matt Cowell (1)Mayur Pitamber (1)Nick Beardsley (1)Peter Walker
(1)Reetu Kainulainen (1)Rufus Grig (2)Sean Taylor (1)Shelby Bozekowski
(1)Simon Black (1)Steve Mosser (1)Thomas John (1)Venky Krishnaswamy (1)
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* 16 Nov 2021
* 17 Nov 2021
CCC Keynote Theatre
1. 11:00 11:30
Session Delivered by Wellity
CCC Keynote Theatre
2. 11:45 12:15
Take back Control of Your Customer Experience Now! Deliver Best-In-Class
Customer Service with AI-Powered Intelligent Automation
CCC Keynote Theatre
For too long, the contact center customer experience has been both driven
and constrained by the lim ...
Peter Walker, CTO EMEA - Blue Prism
Sponsors
Blue Prism
3. 12:30 13:00
Session Delivered by Cisco Systems
CCC Keynote Theatre
Sponsors
Cisco Systems
4. 14:00 14:30
Session Delivered by RingCentral
CCC Keynote Theatre
Sponsors
RingCentral
5. 14:45 15:15
XCaaS marks the spot: Bringing together employee and customer experience
CCC Keynote Theatre
Research has shown that when you close the gaps between employee and
customer experience you also dr ...
Mayur Pitamber, 8x8 Product Marketing Director - 8x8
Sponsors
8x8
6. 15:30 16:00
Session Delivered by ZenDesk
CCC Keynote Theatre
Sponsors
ZenDesk
CUX Keynote Theatre
1. 12:30 13:00
What goes up, must come down; but how do we make Contact Centre customer
experience stay up?
CUX Keynote Theatre
In this session we look at the volatility of customer service and how this
relates to Contact Centre ...
Garry Gormley, Owner/Founder - FAB Solutions - The Contact Centre
Specialists
2. 14:00 14:30
Session Delivered by Odigo
CUX Keynote Theatre
Sponsors
Odigo
The Evolving Contact Centre
1. 11:00 11:30
How to Avoid a CX Strategy Flatline by Embracing the New Hybrid
The Evolving Contact Centre
Your contact centre is your lifeline and your agents (virtual or human) your
first responders – with ...
Nick Beardsley, Enterprise Director - Onecom
Thomas John, VP EMEA Channels - Five9
Sponsors
Onecom
2. 11:45 12:15
Session Delivered by TTEC
The Evolving Contact Centre
Sponsors
TTEC
3. 12:30 13:00
The untapped power of voice: Voice intelligence for the contact centre
The Evolving Contact Centre
Voice is the next frontier. Voice and audio have risen in popularity as
evidenced by the nearly 40% ...
Dan O'Connell, Chief Strategy Officer - Dialpad
Sponsors
Dialpad
4. 14:00 14:30
Session Delivered by Centile / Swyx
The Evolving Contact Centre
Sponsors
Centile / Swyx
5. 14:45 15:15
Session Delivered by Semafone Limited
The Evolving Contact Centre
Sponsors
Semafone Limited
6. 15:30 16:00
Efficiency and CX: Unpacking Intelligent Automation
The Evolving Contact Centre
With customer expectations at an all-time high, saving valuable agent time
and streamlining your pro ...
Sean Taylor, Chief Executive Officer - Content Guru Ltd
Sponsors
Content Guru Ltd
Smarter Collaboration
1. 11:00 11:30
Leveraging Digital DNA: seamless end-user experiences with Microsoft Teams
Smarter Collaboration
Research shows that 80% of senior ICT decision-makers intend to integrate
Microsoft Teams with third ...
Andy Rawll, 8x8 Senior Product Marketing Manager - 8x8
Sponsors
8x8
2. 11:45 12:15
Session Delivered by Heyware
Smarter Collaboration
Sponsors
Heyware
3. 12:30 13:00
Session Delivered by StableLogic
Smarter Collaboration
Sponsors
StableLogic
4. 14:00 14:30
Session Delivered by CXReview Limited
Smarter Collaboration
Sponsors
CXReview Limited
5. 14:45 15:15
Beyond Bots: 3 Trends to Watch in AI and Automation
Smarter Collaboration
Automation is THE conversation in customer support. With ever-evolving
technology comes fast-paced p ...
Reetu Kainulainen, CEO & Co-Founder - Ultimate.ai
Sponsors
Ultimate.ai
The Connected Contact Centre
1. 11:45 12:15
Session Delivered by Genii Ai
The Connected Contact Centre
Sponsors
Genii Ai
2. 12:30 13:00
Unleash the potential of Voice Virtual Assistants: success stories with
impact on customer experience and cost efficiency.
The Connected Contact Centre
This session will explore how voice virtual assistants are helping the
biggest companies in the worl ...
Jordi Torres, General Manager - Verbio
Sponsors
Verbio Technologies
3. 14:00 14:30
The integrated contact centre - how we deliver efficiency and experience
with Amazon Connect.
The Connected Contact Centre
In this seminar we'll present how we deliver end to end CX solutions across
multiple channels with A ...
Matt Cowell, Sales & Marketing Director - SmartAgent
Sponsors
SmartAgent
4. 14:45 15:15
Genesys Cloud CX and the Microsoft Stack - a panel discussion
The Connected Contact Centre
This session explores how to get the best out of working with Genesys Cloud
CX and the Microsoft sta ...
Rufus Grig, CTO - Kerv/Foehn
Sponsors
Foehn
5. 15:30 16:00
The human element in Contact Centre Quality Assurance
The Connected Contact Centre
This session will explore the ongoing professionalisation of the Contact
Centre, and how QA, technol ...
Martin Teasdale, Senior Director Quality Experience - BPA Quality
Sponsors
BPA Quality
Contact Centre Transformation
1. 11:00 11:30
The key role of Private Cloud and Contact Center VAR's experts to support
ambitious Customer Relations Strategies
Contact Centre Transformation
In a world where the Customer Relation is becoming essential to brands, and
where companies are putt ...
Antoine Doumenc, VP Sales & Partner Success - KIAMO
Sponsors
KIAMO
2. 11:45 12:15
Building an effective customer interaction suite with automation and AI
Contact Centre Transformation
Differentiate your customer experience with unified technology and
processes. This talk will demonst ...
Jonathan Sharp, Sales & Marketing Director - Britannic Technologies
Sponsors
Britannic Technologies Ltd
3. 12:30 13:00
Session Delivered by Vericall Ltd
Contact Centre Transformation
Sponsors
Vericall Ltd
4. 14:00 14:30
How to consolidate your communications into a single platform
Contact Centre Transformation
How do companies manage multiple platforms for communications efficiently
whilst delivering the same ...
Andy Brunt, Partner Sales Manager - Telavox
Sponsors
Telavox
5. 14:45 15:15
Session Delivered by Enterprise Bot
Contact Centre Transformation
Sponsors
Enterprise Bot
Contact Centre Technology
1. 11:00 11:30
Session Delivered by Atos & Nice InContact
Contact Centre Technology
Sponsors
Atos & Nice InContact
2. 11:45 12:15
Session Delivered by Cirrus & Gamma
Contact Centre Technology
Sponsors
Cirrus & Gamma
3. 12:30 13:00
Session Delivered by Inspire Me
Contact Centre Technology
Sponsors
Inspire Me
4. 14:00 14:30
Session Delivered by Akio
Contact Centre Technology
Sponsors
Akio
5. 14:45 15:15
Session Delivered by JPL Telecom
Contact Centre Technology
Sponsors
JPL Telecom
6. 15:30 14:00
Innovation and Contact Center Keys for the New World
Contact Centre Technology
Join CX industry expert, Bright Pattern's Shelby Bozekowski, in this
solution spotlight where we wil ...
7. 15:30 16:00
Session Delivered by Synthetix
Contact Centre Technology
Sponsors
Synthetix
The Future of Customer Contact
1. 11:00 11:30
Session Delivered by Syntec
The Future of Customer Contact
Sponsors
Syntec
2. 11:45 12:15
Session Delivered by RingCentral
The Future of Customer Contact
Sponsors
RingCentral
3. 12:30 13:00
Session Delivered by Avaya UK
The Future of Customer Contact
Sponsors
Avaya UK
4. 14:00 14:30
How to Help Your Customer Service Team Engage, Assist, & Sell
The Future of Customer Contact
The Christmas season is fast approaching and your website is going to be
inundated with customers sh ...
Jonathan Davies, Customer Experience Consultant - Vee24
Sponsors
Vee24
Next Generation Contact Centre
1. 11:00 11:30
Session Delivered by PCI-PAL (U.K)
Next Generation Contact Centre
Sponsors
PCI-PAL (U.K)
2. 11:45 12:15
Session Delivered by Twilio
Next Generation Contact Centre
Sponsors
Twilio
3. 12:30 13:00
Improving Employee Engagement at Zen Internet with a People-First Philosophy
Next Generation Contact Centre
Zen believe in creating a great place to work and continually hit the Sunday
Times 100 Best Companie ...
Alex Stenton-Hibbert, Workforce Engagement Management Account Director -
Business Systems
Sponsors
Business Systems
4. 14:00 14:30
Life isn't always fair: New technology for your unfair advantage
Next Generation Contact Centre
New technology from Noetica (SABRE™) will increase your call centre
performance and boost your botto ...
Danny Singer, Founder and CEO - Noetica
Sponsors
Noetica Limited
5. 14:45 15:15
Session Delivered by XM Reality
Next Generation Contact Centre
Sponsors
XM Reality
Customer and User Experience
1. 11:00 11:30
Session Delivered by Odigo
Customer and User Experience
Sponsors
Odigo
2. 11:45 12:15
How human-in-the-loop technology unlocks the potential of AI for a
modernised hybrid contact centre.
Customer and User Experience
Technology is available today to automate the large majority of customer
interactions in a distribut ...
Jay Gupta, AI Expert - Talkdesk
Sponsors
Talkdesk
3. 12:30 13:00
Session Delivered by mGage
Customer and User Experience
Sponsors
mGage
4. 14:00 14:30
Session Delivered by Cortex
Customer and User Experience
Sponsors
Cortex
5. 14:45 15:15
Session Delivered by TVR Media LTD
Customer and User Experience
Sponsors
TVR Media LTD
6. 15:30 16:00
Session Delivered by In-Tact
Customer and User Experience
Sponsors
In-Tact
The Digital Customer
1. 11:00 11:30
Session Delivered by Ember
The Digital Customer
Sponsors
Ember
2. 11:45 12:15
Session Delivered by Puzzel Ltd
The Digital Customer
Sponsors
Puzzel Ltd
3. 12:30 13:00
Evolving the Contact Centre: Disrupting Quality Assurance through Voice
Analytics Automation
The Digital Customer
The roles within contact centres are changing. With that, the role of QA is
evolving and demands for ...
Simon Black, CEO - Awaken Intelligence
Sponsors
Awaken Intelligence
4. 14:00 14:30
Session Delivered by Armour Interactive Ltd
The Digital Customer
Sponsors
Armour Interactive Ltd
5. 14:45 15:15
Session Delivered by Disciple Media
The Digital Customer
Sponsors
Disciple Media
6. 16:15 16:45
Session Delivered by andjump
The Digital Customer
Sponsors
andjump
CCC Keynote Theatre
1. 11:45 12:15
Session Delivered by Avaya UK
CCC Keynote Theatre
Sponsors
Avaya UK
2. 12:30 13:00
Session Delivered by Puzzel Ltd
CCC Keynote Theatre
Sponsors
Puzzel Ltd
3. 14:00 14:30
Session Delivered by Mitel Network
CCC Keynote Theatre
Sponsors
Mitel Network
4. 14:45 15:15
Session Delivered by Atos
CCC Keynote Theatre
Sponsors
Atos
CUX Keynote Theatre
1. 14:00 14:30
Session Delivered by Cisco Systems
CUX Keynote Theatre
Sponsors
Cisco Systems
The Evolving Contact Centre
1. 11:45 12:15
Session Delivered by TTEC
The Evolving Contact Centre
Sponsors
TTEC
2. 12:30 13:00
The Rise of the Machine Agent
The Evolving Contact Centre
Artificial Intelligence is on the rise, with chatbots now a familiar sight
to most people. Within th ...
Martin Taylor, Deputy Chief Executive Officer - Content Guru Ltd
Sponsors
Content Guru Ltd
3. 15:30 16:00
How rich mobile data can stem the rise of call centre fraud
The Evolving Contact Centre
Fraud as a whole is on the rise and it has been exasperated further by the
Covid pandemic. This mean ...
Clare Messenger, Head of Fraud Protection Services - JT
Sponsors
JT Global
Smarter Collaboration
1. 11:00 11:30
Session Delivered by The Modular Analytics Co
Smarter Collaboration
Sponsors
The Modular Analytics Co
2. 11:45 12:15
Session Delivered by Heyware
Smarter Collaboration
Sponsors
Heyware
3. 12:30 13:00
Session Delivered by TelcoSwitch
Smarter Collaboration
Sponsors
TelcoSwitch
4. 14:45 15:15
Reach your customers like never before with Video in the Contact Center
Smarter Collaboration
Looking to give your business an edge against the competition? Video can
provide that added touch th ...
Ashish Seth, Chief Product Officer - Lifesize
Sponsors
Lifesize
5. 15:30 16:00
High-speed biometrics integration in less than 10 minutes!
Smarter Collaboration
At a time when more of us than ever are working from home and conducting
transactions remotely, it i ...
Mark Bosworth, Business Development Manager - Aculab
Sponsors
Aculab
The Connected Contact Centre
1. 11:00 11:30
Genesys Cloud CX and the Microsoft Stack - a panel discussion
The Connected Contact Centre
This session explores how to get the best out of working with Genesys Cloud
CX and the Microsoft sta ...
Rufus Grig, CTO - Kerv/Foehn
Sponsors
Foehn
2. 11:45 12:15
Session Delivered by Fast Dox
The Connected Contact Centre
Sponsors
Fast Dox
3. 14:00 14:30
Session Delivered by BPA Corporate Facilitation
The Connected Contact Centre
Sponsors
BPA Corporate Facilitation
4. 15:30 16:00
Daon IdentityX Voice Biometrics in the Call Centre
The Connected Contact Centre
How voice biometrics can improve the customer call centre journey.
Mark Matthews, Vice President, UK & Ireland - Daon
Sponsors
Daon
Contact Centre Transformation
1. 11:00 11:30
Management, Communication and Scheduling in WFH and Hybrid Contact Centres
Contact Centre Transformation
As most contact centres found during lockdown, switching to work-from-home
is about a lot more than ...
Steve Mosser, CEO and CIO Cloudworks, a Sensée company - Sensee
Sponsors
Sensee
2. 11:45 12:15
3 ways to supercharge your service conversations
Contact Centre Transformation
3 actionable ideas that service leaders can implement today, to help
customers have better experienc ...
Fran Fish, CEO - Mazaru
Sponsors
Mazaru
3. 12:30 13:00
Session Delivered by Infobip
Contact Centre Transformation
Sponsors
Infobip
4. 14:00 14:30
Session Delivered by Hostcomm Ltd
Contact Centre Transformation
Sponsors
Hostcomm Ltd
5. 15:30 16:00
How to consolidate your communications into a single platform
Contact Centre Transformation
How do companies manage multiple platforms for communications efficiently
whilst delivering the same ...
Andy Brunt, Partner Sales Manager - Telavox
Contact Centre Technology
1. 11:00 11:30
Immersive training and engaging collaboration are more important than ever
Contact Centre Technology
The global pandemic has changed the way in which we work, probably forever.
Over the last 18 months ...
Jason Shave, Solutions Consultant - X2o Media
Sponsors
X2o Media
2. 11:45 12:15
Session Delivered by Cirrus & Gamma
Contact Centre Technology
Sponsors
Cirrus & Gamma
3. 12:30 13:00
How Online Learning Can Support The New Normal
Contact Centre Technology
The ability to adapt and respond quickly to changing business processes and
new informational needs, ...
Ben Reed, Sales Manager - Nimble Elearning
Sponsors
Nimble Elearning
4. 14:00 14:30
Session Delivered by JPL Telecom
Contact Centre Technology
Sponsors
JPL Telecom
5. 14:45 15:15
Session Delivered by Hastee
Contact Centre Technology
Sponsors
Hastee
The Future of Customer Contact
1. 11:00 11:30
Session Delivered by ZenDesk
The Future of Customer Contact
Sponsors
ZenDesk
2. 11:45 12:15
Session Delivered by RingCentral
The Future of Customer Contact
Sponsors
RingCentral
3. 12:30 13:00
Session Delivered by Mitel Network
The Future of Customer Contact
Sponsors
Mitel Network
4. 14:45 15:15
Session Delivered by Dubber
The Future of Customer Contact
Sponsors
Dubber
Next Generation Contact Centre
1. 11:00 11:30
Session Delivered by Avaya UK
Next Generation Contact Centre
Sponsors
Avaya UK
2. 11:45 12:15
Session Delivered by Egain LTD
Next Generation Contact Centre
Sponsors
Egain LTD
3. 12:30 13:00
Session Delivered by Phonexia
Next Generation Contact Centre
Sponsors
Phonexia
4. 14:00 14:30
Case Study: How DPD uses an AI chatbot and self-service to refine their
customer service strategy
Next Generation Contact Centre
Today's online consumers want to find answers to their questions on their
own rather than reach out ...
Christopher Montemont, Sales Director, UK - Smart Tribune
Sponsors
Smart Tribune
5. 14:45 15:15
Session Delivered by Five9
Next Generation Contact Centre
Sponsors
Five9
6. 15:30 16:00
Finding the Goldilocks Zone of Customer Automation
Next Generation Contact Centre
Searching for a customer automation solution that is ‘just right' can seem
impossible. There are end ...
Venky Krishnaswamy, Chief Executive Officer - Koopid
Sponsors
Koopid
Customer and User Experience
1. 11:45 12:15
Session Delivered by Verint UK
Customer and User Experience
Sponsors
Verint UK
2. 12:30 13:00
Session Delivered by Poly
Customer and User Experience
Sponsors
Poly
3. 14:00 14:30
Session Delivered by e-bot7 GmbH
Customer and User Experience
Cameron Bird, Account Executive UK - e-bot7 GmbH
Sponsors
e-bot7 GmbH
4. 14:45 15:15
Session Delivered by Limetropy UK
Customer and User Experience
Sponsors
Limetropy UK
5. 15:30 16:00
Session Delivered by Conjure Ltd
Customer and User Experience
Sponsors
Conjure Ltd
The Digital Customer
1. 11:00 11:30
How Amazon Connect Intelligent Contact Centres Can Help Businesses Grow
The Digital Customer
Companies are increasingly moving to cloud technologies but still have data
stored in disparate syst ...
Carl Chalfont, Principal Consultant - Alscient Ltd
Sponsors
Alscient
2. 11:45 12:15
Session Delivered by Solvatio AG
The Digital Customer
Sponsors
Solvatio AG
3. 12:30 13:00
Session Delivered by Ember
The Digital Customer
Sponsors
Ember
4. 14:00 14:30
Session Delivered by Smartlook
The Digital Customer
Sponsors
Smartlook
5. 14:45 15:15
Session Delivered by KMS Lighthouse
The Digital Customer
Sponsors
KMS Lighthouse
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ROAR B2B is a visionary events company that puts people at the centre of today’s
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