Are customer expectations truly rising, or are organisations simply failing to deliver the right service in the right way at the right moment? In this session we’ll uncover how to identify what customers actually need, and how to act on it in real time. Discover how AI‑driven insight and intelligent automation can reshape journeys, give agents real‑time coaching, and personalise experiences at scale. Jamie Harper, Account Executive, CallMiner will bring it to life with in‑the‑moment demos, showing exactly how to achieve faster resolutions, more relevant personalised engagement, and stronger loyalty by creating experiences that matter.

Rather than focusing on the decision itself—the strategies, problems, or skills involved—they’ll invite us to reflect on what really gets in the way of carrying out seemingly straightforward choices. This workshop, led by Dawn Wray, is about slowing down, noticing the hidden barriers, and uncovering the subtle dynamics that get in our way. Through raising your awareness, you’ll gain new insights and be better able to apply the brilliant ideas, tools, and inspiration you’ll gather throughout the conference. Therefore #RaisingStandards!

Many organisations using contact centre platforms only realise a fraction of their data’s potential, relying on native dashboards that often lead to siloed insights, limited customisation, and manual workarounds to get data into a decision-ready state. In this presentation, Sabio’s Daisy O’Grady and Jim Fleming will discuss how integrating contact centre data into a broader data strategy can unlock faster, more strategic insights, while driving more value from your organisations solutions. By enabling BI teams with access to clean, structured data and CX domain expertise, organisations can drive greater value, agility, and long-term ownership of their contact centre intelligence. Join this 20-minute presentation from our partner Sabio.

For too long, Quality Assurance has been seen as a necessary overhead - a compliance exercise that struggles to keep up with operational pace. But the landscape is changing fast. As expectations rise and technology advances, QA can now become the heartbeat of continuous improvement across your operation. In this session, industry expert Pete Dunn, Customer Success Manager at evaluagent explores how leading organisations are redefining QA to deliver real business impact - moving from auditing a handful of interactions to achieving 100% coverage, unlocking richer insights, and driving more meaningful coaching conversations. Pete will share how to implement change in a collaborative and sustainable way that works for QA, operations, and front-line teams alike. He’ll also show how the right metrics, dashboards, and human-centric AI can bring data, people, and performance together - turning QA into a strategic asset that supports colleagues, customers, and commercial success