Monday Lunchtime Conference Agenda

Choose from these diverse and informative lunchtime showcase and keynotes, with lunch available before or after. Also visit the agenda overview and see details of morning and afternoon sessions.

12:30 – 13:10 Keynote: The Growth Mindset

Join Bob Stella’s keynote and set yourself up for success in your career, with a mindset that has you ready for lifelong learning. Want to give yourself the best chance to succeed at something? Most of us know that having a the right mindset is the first step to success in work and life at large, yet we can all think of a time when we didn’t give ourselves the best chance to succeed. Why do we do that? In this fast-paced review of Carol Dweck’s work on Growth Mindset, Bob Stella walks us through how to recognise it in ourselves and others, the causes self-sabotaging routines and, most importantly, how to overcome them. Science suggests we will never be able to control everything our brains do but the insight shared here will help you consider those times when you are most likely to damage your own chances and how to build environments where it’s easier to do the right thing. See the presentation.

12:30 – 13:10 Budget Planning Showcase

How can you transform the way your business thinks about planning?
Join Anaplan as they show how businesses are deploying Connected Planning across the enterprise, linking Operations with HR, Marketing, and Finance. Hear how companies are moving away from time consuming activities, such as aggregating spreadsheets, to more timely, accurate, collaborative planning, adding real value to their business. This session includes a product demonstration and the opportunity to ask questions. See the presentation.

12:30 – 13:10 Digital Transformation in the Back Office

What’s the potential for data connectivity & digital transformation in back office operations? Learn from our panel of experts how data is the key to success. Can we challenge ourselves? Do we think beyond the box to realise the potential in these often overlooked operations? Specialist platforms and providers can make it easy to gather, collate & share data and this is the chance to see and hear about some practical examples. 


12:55 – 13:30 AI & Robotics 

Distinguish different applications of Machine Learning, learn about how or when to apply them and some pitfalls to avoid. See the presentation.

12:55 – 13:30 Technology Integration Showcase

Beyond the Silos: Practical Tips for Turning Contact Centre Reporting into Business Intelligence
As the customer experience becomes a critical driver of competitive advantage and business value, the contact centre is becoming the central source of customer intelligence. Yet, when you combine the multiple systems in the contact centre, including automatic call distribution (ACD), workforce management (WFM), customer relationship management (CRM) and enterprise resource planning (ERP), using spreadsheets to extract business intelligence quickly becomes very complicated. In this session, David Evans, solutions consultant at Calabrio, will share the fundamental components and considerations that you need to elevate your contact centre reporting into business intelligence (BI). You’ll learn practical tips to help you move beyond spreadsheets to define, design and build your BI roadmap as well as hear real-world use cases to inspire you on your journey. See the presentation.

12:55 – 13:30 Technology Showcase

Customer Experience Showcase – How mature is your CX?
Join NICE inContact for this cant-miss session that will help your organisation drive meaningful CX improvements in  2019. See the presentation.


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As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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