Customer engagement is the next wave of innovation. Customer service is a critical competitive differentiator in today's business environment and a strategic lever in moving from a commodity to market leadership. The contact centre is perfectly positioned to elevate its corporate role as a driver of this transformation. MORE...

For further information or to register, call Alan Bowman at +44 1865 398 644, or email him at

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Agenda Highlights

2017 Keynotes featured:

Keynote: Botman vs. SuperAgent: The Future of the Contact Centre

Nicola-Millard.jpgDr. Nicola Millard
Head of Customer Insight & Futures
BT Global Services Innovation Team

Case Studies & Executive Insights

Executive Insights: Instilling Brand Identity and Business Value Enterprise-Wide

Frost & Sullivan Insights: Game Changing Technologies on the Horizon

Success Story: Smart Analytics: Predictive Insight for Enhanced Customer Engagement

Leadership Insights: Using People Centric Practices to Drive Sustainable Business Impact

Future Forward– How “Smart” is Changing Customer Support and Enhancing the Customer Experience

Interactive Collaboration Zones


Customise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1: Best Practices in Customer Engagement
Zone 2: Channel Strategy and Excellence
Zone 3: Contact Centre Models and Shoring Strategy

Roundtables - Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1: Voice of the Customer: Best Practices in Operationalizing Across the Enterprise
Zone 2: Live Chat: Engaging the Customer in a Dynamic Real Time Experience
Zone 3: Geography Lessons: How Gibson Innovation Leverages Multilingual Euro Hubs to Increase Consumer Loyalty & Achieve Operational Excellence

ThinkTanks - ThinkTanks sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1: Digital Transformation and Journey Mapping
Zone 2: Mobile Expectations: Customers Want it All, and They Want it Now!

Mindshares - Mindshare sessions bring together a panel of subject-matter experts to tackle and discuss real-world business challenges and problems

Choose one of the following zones:

Zone 1: Proactive and Personal: Enhancing the Customer Experience and Relationship
Zone 2: Self-Serve First! Adapting to Today's Digital Customer

Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns

Choose one of the following zones:

Zone 1: Multi-Cultural Intelligence: Crowdsourcing Customer Expectations and Channel Preferences
Zone 2: B2B Nuances: Raising the Bar on Service Levels

Expert Panels

Top Take-Aways Panel - Weighing In on the Implementation Ideas from the 11th Annual Customer Contact, Europe Executive MindXchange

Site Tour

Emirates Airline Site Tour


Taste & Tour Budapest - Join us for a unique experience of Budapest’s historic center and its deeply rooted local traditions. See the city through a local's eyes to discover and learn about Hungarian culture and customs, while enjoying homemade Hungarian pastries along the way!

Participant Meet 'n' Greet - This end-user/participant activity is your opportunity to identify right out of the gate – those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

Welcome Networking Reception and Event Kickoff - Meet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails!

Four Truths and a Lie Networking Reception - Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

Dine Around Budapest - Take networking a step further and join us as we venture to Budapest's culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!

Customer Contact Centre Site Tour - More Information Coming Soon!


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Featured Sponsors

2017 Sponsors to be announced

2016 Sponsors featured: