Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently within defined boundaries. These agents are not just reactive tools; they are proactive collaborators, capable of navigating complex tasks, learning from interactions and driving measurable outcomes.

This article explores how Agentic AI is reshaping contact centres, from customer experience and service delivery to planning and operational improvement. It will also highlight broader applications across sectors.

Our latest shrinkage benchmarking survey shows average sickness absence at around 8%. At first glance, this appears higher than last year’s 7.6%, suggesting an upward trend. That conclusion would be misleading.

Orginally broadcasted on Thursday 19th March, 14:30

In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility.

Originally broadcasted on Thursday 19th March, 10:30

This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms. 

Originally broadcasted on Wednesday 18th March, 15:30

Automated Quality gives us the chance to reset what QA exists to do. This session looks beyond automation as efficiency, and instead explores how redefining the QA role can unlock greater value, shifting focus from checking interactions to shaping performance, insight and outcomes.