Conference Opening Keynote
Introduction to get you ready for a full day of learning and Opening Keynotes from Phil Anderson, The Forum on Reset | Redefining Customer Strategy & Planning, Huw Jones & Keith Barrow from our Gold Sponsor Verint talking about how to understand technology and customer outcomes, Victoria Butcher, Aldermore will help us think about resetting ourselves before resetting organisations and Alex Gold, OVO Energy looking at the Strategic Brain and Operational Heart.
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Join Olanda Katuruza from Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.
Explore how leading technology providers are shaping the future of Customer Operations, and where their ideas are coming from. This session challenges us to rethink how technology can move from reporting the past to preparing us for what’s next.
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. See the menu for lunch below.
Join MJ Johnson from CallMiner to hear a real-life success story on how balancing human touch with automation transforms customer journeys and speeds process improvements.
Join QStory to discover how our new Back Office solution makes blended front and back office operations a reality. We’ll explore practical ways to break down silos, automate workload balancing, and proactively use multi-skilled agents to maximise your efficiency.
Redefining Our Decision System
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Redefining Customer & Colleague Experience
Building on the day’s insights, this session focuses on how changing expectations demand new standards in culture, capability, and design. Together, we’ll explore what must be reset — and what must be redefined — to create sustainable, human-centred operations for 2026 and beyond.
We close the day by connecting insight to intent, capturing the shifts in thinking that matter most. Because resetting is a decision, but redefining requires action.
Closing with the announcements of prize winners from our Expo partners.