Archives: Agenda

Better customer communications don’t come from better wording alone. They require organisations to align people, processes, and technology around a clear customer communications strategy.

• What wider business changes are needed to deliver clearer, more effective communications?
• How can you improve customer understanding, outcomes, and trust?
• How can stronger communications drive better business performance with greater engagement, efficiency, and consistency.

The conversation is no longer about whether to adopt AI in the contact centre, it is about how to deploy it for real, measurable outcomes. What is the evolving reality of agent experience, revealing the “hidden tax” draining productivity and the rising complexity facing tomorrow’s workforce?

• What are the four critical trends shaping agent performance, retention, and customer satisfaction?
• Instead of replacing, how can AI augment agents, removing friction, adding automation, and enabling better decisions in real time?
• How can you move beyond pilots and focus on targeted, outcome‑driven AI deployments that deliver immediate impact

Is the UK creating a global benchmark for regulatory standards in financial services?

How challenger financial firms attract and scale their customer base.x

How can banks offer critical support to vulnerable customers without being condescending? How can empathy and understanding be embedded into product design?

This case study will examine how Project Nemo co-created a payments application for people with learning disabilities.

Startup demos

Atombit

Quadient

Odigo

Creating great CX and offering personalisation, real time services and seamless digital experiences for SMEs and business banking.

• Understanding today’s mindful consumer: A look at how changing drinking habits and a focus on wellness are affecting the spirits category
• Balancing value and premiumisation: Maintaining premium positioning while adapting to tighter consumer budgets and selective spending habits
• Managing global uncertainty: Adapting supply chains and market strategies to navigate geopolitical shifts and trade challenges

• Is the UK market ready for full adoption of AI and how does it compare to the rest of Europe
• Practical and concrete ideas of how to implement AI for efficiency
• How to evaluate and prioritise investments
• The payback period: what owners and operators want to see
• How to ACTUALLY use AI in your hotel
• Identifying the potential threats such as cyber security, loss of human touch and vendor lock-in and opaque models

Senior industry representative