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...

The Moments You're Missing: The Hidden Gaps in Your Customer Journey

Five9 Roundtable - A Discussion on the Most Important Trends Shaping CCaaS

During the morning break at this year’s CX Summit, Finbarr Begley will host a sit-down discussion with Five9 and the audience — a chance to talk openly about where CCaaS is heading and what it means for the people in the room.Finbarr will bring topics from C...

During the morning break at this year’s CX Summit, Finbarr Begley will host a sit-down discussi...

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 ...

Built for the Agentic Era: Dialpad's Wholesale Resale Program

Dialpad is launching wholesale resale in EMEA with a deliberate thesis — the agentic era will reward partners with operational scale, not just AI talking points. This session frames the EU/UK agentic TAM, demonstrates the operating cadence we've engineered for...

Dialpad is launching wholesale resale in EMEA with a deliberate thesis — the agentic era will r...

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...

The Rise of Humantic AI - How Partners Can Win the Human + AI Era

AI is driving the next major wave of opportunity in CCaaS - and partners are uniquely positioned to lead it.Join Five9 to explore the rise of “Humantic AI” - where AI agents, automation, and real-time intelligence work alongside human expertise to work toget...

AI is driving the next major wave of opportunity in CCaaS - and partners are uniquely positioned ...

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 ...

The AI Reset: Accelerating Your CX Growth and Margins with Dialpad

The CX landscape is undergoing a massive structural reset. For current Dialpad partners, it is an era of unprecedented account expansion; for prospective partners, it is the ultimate window of opportunity to disrupt your competition. The question is no longer i...

The CX landscape is undergoing a massive structural reset. For current Dialpad partners, it is an...

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...

Voice AI: The Layer Your Customers Test For You

Every operator today has a Voice AI initiative, and most are already in production. Now, Enterprise customers rely on a stack that spans carrier infrastructure, WebRTC, corporate networks, CCaaS platforms, and AI models that nobody is testing end-to-end. When so...

Every operator today has a Voice AI initiative, and most are already in production. Now, Enterpri...

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 ...