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Join AWS, Zendesk, Route 101, and CX Academy as we explore practical strategies for exceeding customer expectations - improving agent performance, streamlining operations, and seamlessly integrating AI insights to improve customer experiences.

Over a half-day workshop, we'll explore the future of AI agents in the contact centre - how AI can provide advanced automation, smarter agent assist tools, and greater flexibility and scalability for companies managing large-scale service operations. Don’t miss out – register to save your space today.

Customer Experience in the Age of AI

Evolving Expectations and the Future of Data-Driven Contact Centres

WEDNESDAY 18TH JUNE 2025

10:00 AM - 14:00 PM | ZENDESK OFFICES, LONDON

Meet the Speakers

WEDNESDAY 18TH JUNE 2025

10:00 AM - 14:00 PM | ZENDESK OFFICES, LONDON

10:00AM 

Breakfast & Networking 

Welcome & Introduction by Zendesk

10:15AM 

10:30AM 

The CX Framework - CX Academy

11:00AM 

Coffee Break and Networking

11:30AM 

Customer fireside chat hosted by AWS

12:15PM 

Agenda

Building an intelligent contact centre

11:45AM 

Panel Discussion

12:45PM 

Lunch

  • Key trends and market insights
  • Vision for AI-powered customer service
  • Hear from a customer on intelligent customer experience
  • Leveraging smart technologies to meet customers' needs

14:00PM 

Close

  • Platform capabilities and integration points
  • Demonstrations
  • CX Academy
  • Zendesk
  • Customer speaker
  • Route 101
  • AWS
  • Q&A Session
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Driving innovation with Generative AI

Generative AI is a catalyst for redefining innovation, enabling organisations to rethink contact centre operations, automate routine interactions, and empower agents with real-time insights to deliver exceptional service.

What will be discussed?

Enhancing customer experiences at scale

With Generative AI, businesses can reimagine customer engagement by delivering hyper-personalised, frictionless interactions that set new benchmarks for satisfaction and loyalty.

Building an AI-ready foundation

To fully unlock Generative AI’s potential, organisations must move beyond legacy systems and silos, embracing a future-ready architecture that aligns technology, data, and strategy with business goals.

Tech stack for future-ready contact centres

Identify the essential technologies and tools your business needs to adopt, from cloud-based solutions to AI-driven platforms, to create a unified contact centre that drives efficiency and exceptional CX.

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Gerry Kenny

EMEA Channel Marketing

AWS

Russell Attwood

CEO

Route 101

Kathryn Simons-Porter

Principle Contact Centre Specialist, EMEA

Zendesk

Dan Bloy

Head of CX Practice

Route 101

Peter Taliby

Principals Solutions Consultant

Zendesk

John Kelleher

VP UKI/MEA

Zendesk

Michael Killeen

Founder and Chairman

CX Academy