Event overview
Customer expectations are changing as businesses seek the latest customer experience technology.

Call & Contact Centre Expo showcases the latest and most effective technologies, strategies and
advancements to call and contact centre professionals and those in IT, general management, HR, marketing
and operations who are looking to excel in customer engagement.

Discover the latest trends shaping the future of call and contact centres in our unique educational programme
with expert seminars and panel debates, live demos of the latest technology, as well as industry-leading
companies equipped with the industry’s finest solution-led products and services.
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Inbound
Answer more calls with intelligent routing and workforce optimisation.
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Outbound
Reach out with powerful campaign diallers and compliance supporting tools.
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Digital
Manage every channel with a single workspace to stay productive and organised.
Agenda
11:45–12:15
Case Study: How to achieve 95% CSAT through a sea of change

The Future of Customer Contact Seminar

Case study: How to achieve 95% CSAT through a sea of change

Speakers:

Daniela Norkus​, Telephony and ITSM Specialist, Littlefish

Karen Wakelin, Intraday and Scheduling Manager, Littlefish

Chair:

Jack Sumner, Customer Success Manager, RingCentral

14:00–14:30
How did Costa Express brew a whole new customer experience?

The Keynote Theatre 1

How did Costa Express brew a whole new customer experience?

Speakers:

Deborah Woods, Contact Centre Manager, Costa Express Limited

Louise Dew, Customer Service Team Manager, Costa Express Limited

Chair:

Emma Murray, Senior Customer Success Manager, RingCentral

11:00–11.30 
Supporting agents and customers through change: An enforcement agency's story

Future of Customer Contact Seminar

Speaker:

Rebecca Green, Contact Centre Manager, Bristow & Sutor

Chair:

Natalie McGathan, Customer Success Manager, RingCentral

10:00 a.m.–10:30 a.m. PST
Day 3
What’s New at RingCentral for Developers

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Chuck Emmette
AVP, Professional Services (intro)

Mike Stowe
Sr. Manager, Developer Product Marketing

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Chuck Emmette
AVP, Professional Services (intro)

Mike Stowe
Sr. Manager, Developer Product Marketing

[Update]
[Update]

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Chuck Emmette
AVP, Professional Services (intro)

Mike Stowe
Sr. Manager, Developer Product Marketing

[Update]
[Update]

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Chuck Emmette
AVP, Professional Services (intro)

Mike Stowe
Sr. Manager, Developer Product Marketing

[Update]
[Update]

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WAITROSE & PARTNERS
“Putting a cloud phone app on our Partners’
handsets meant that everyone – customers,
Partners in the store, even Partners calling in from
different stores – could more easily and more
quickly get connected to the right people.”
Sandra Stigwood,

Senior Network Infrastructure Manager, Waitrose & Partners
Resources
Resources 1
report
Building the best experience for your employees and customers
read now ⟶
Resources 2
Guide
Hybrid agent starter kit





get now ⟶
Resources 3
guide
Open Cloud Platform





get now ⟶
Resources 4
guide
Innovator's guide to digital contact centre


get now ⟶
Meet 1:1 with a RingCentral solution expert
Book your 1:1 meeting now to speak with a RingCentral expert during the conference about your company’s communications challenges.

You’ll then be entered into our prize draw to win a personalised TaylorMade golf bag as a thank-you for chatting with us!*
Schedule now
*Limited quantities and offer nontransferable.
See here for complete terms and conditions.
 
TaylorMade Golf Bag