Doors Open - Registration

Upon arrival, please check in at registration to collect your name badge. The cloakroom is also located on the ground floor, where you can leave your belongings before making your way up to the exhibitor hall on the 5th floor.

Upon arrival, please check in at registration to collect your name badge. The cloakroom is also l...

Networking Breakfast

Welcome Address

Integration vs Silos: Why the “Unified CX” Promise Still Fails

Breaks down Cavell’s CCaaS research to explain why customer experience remains fragmented despite years of platform investment. Examines structural causes, vendor incentives, and why “integration” has failed to translate into outcome-level CX improvement.

Breaks down Cavell’s CCaaS research to explain why customer experience remains fragmented despi...

From Conversation to Completion, the Era of Connected CX

In this keynote, Chris explores how customer experience is evolving from simple interactions to intelligent, outcome‑driven engagement. “From Conversation to Completion” captures the shift toward Connected CX — where every customer touchpoint, from chat ...

In this keynote, Chris explores how customer experience is evolving from simple interactions to i...

The CX Market Reset: Who Is Winning the Next 5 Years?

The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI acceleration, and shifting customer expectations. This panel examines where value is concentrating across the stack, how vendor lock-in and ecosystem power are reshapi...

The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI ac...

MaxContact Keynote

Morning Networking Break

Morning Networking Break, sponsored by NuWave - an opportunity to recharge, network, and connect with fellow attendees before the next session.

Morning Networking Break, sponsored by NuWave - an opportunity to recharge, network, and connect ...

How AI Is Actually Changing Business Communications

Cuts through AI hype to examine where AI is being deployed at scale today, where funding is flowing, and what this means specifically for CCaaS, CX platforms, and enterprise communications.

Cuts through AI hype to examine where AI is being deployed at scale today, where funding is flowi...

Dialpad Keynote

Speaker TBC

Speaker TBC

AI in CX: Where It Is Deployed at Scale — and Where It Is Still Experimental

AI is widely discussed, but unevenly deployed. This panel cuts through vendor messaging to examine where AI is genuinely operating at scale in contact centres and CX platforms today, where it remains experimental, and how adoption differs between SME and enterpr...

AI is widely discussed, but unevenly deployed. This panel cuts through vendor messaging to examin...

Five9 Keynote

The Economics of Modern CX: What Actually Changes the Cost Curve?

Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? This session explores how CX economics are evolving in practice, including cost displacement versus cost creation, the impact of AI on seat models and workforce stru...

Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? ...

Lunch Networking Break

Lunch will be served in the designated area, offering a chance to refuel and connect with fellow attendees before the afternoon sessions resume.

Lunch will be served in the designated area, offering a chance to refuel and connect with fellow ...

Voice, Trust, and Automation: Where CX Gains and Where It Breaks

As automation becomes more human-like, trust becomes more fragile. This panel examines the role of voice AI and automated interactions in delivering efficiency gains while introducing new risks around authenticity, disclosure, escalation failure, and brand liabi...

As automation becomes more human-like, trust becomes more fragile. This panel examines the role o...

Sipfront Breakout Sponsor

Regulation vs Innovation in CX

Data sovereignty, AI governance, and regional policy differences are increasingly shaping CX design and deployment. This debate contrasts European and US regulatory approaches and asks whether regulation slows innovation or forces more sustainable, mature CX mod...

Data sovereignty, AI governance, and regional policy differences are increasingly shaping CX desi...

Afternoon Break

From Connectivity to Customer Experience: The SP Transition

As CX platforms become central to enterprise strategy, service providers are being pushed beyond connectivity and resale into advisory, integration, and solution design roles. This panel explores the operating model changes required to compete in a platform-driv...

As CX platforms become central to enterprise strategy, service providers are being pushed beyond ...

8x8 Breakout Keynote