Digital and automation initiatives may transform contact centre efficiency, but they’re also fundamentally changing the nature of today’s contact centre advisor role. And with your people left handling only the most urgent, complex and emotional interactions, this workload is placing huge pressures on your contact centre teams.
It’s time to turn your technology focus inwards - backing your advisors with the same innovative solutions that you’re already using to support your customer journeys.
It’s never been more important for advisors to be equipped with the tools and services they need to deliver a faster, smarter and more personalised service. Your advisors need to be supported by a new generation of assistive, unified desktop that integrates telephony, digital channels and CRM data insights.
Register now to save your space and for agenda announcements!
I would recommend Sabio to any company from any sector with a Contact Centre, looking to understand what customers are requesting, how to assist them, what their needs are or how to anticipate these needs.
— Marcos Rodríguez | Head of Growth Platforms, Vodafone
| Time | Speaker |
Details |
|---|---|---|
| 08:30am-09:15am | Arrival |
Registrations & Light Refreshments |
| 09:20am-09:25am | Stuart Dorman, Chief Innovation Officer, Sabio |
Welcome |
| 09:25am-09:50am |
Jonathan Gale, CEO, Sabio |
Opening Keynote |
| 09:50am-10:15am |
Stuart Dorman, Chief Innovation Officer, Sabio Barry Webb, Senior Manager, Business Technology, BGL Insurance |
Industry Keynote: AI & Automation |
| 10:15am-10:40am |
Ed Wall, Senior AVP, Business Services, Salesforce Nigel Howell, CEO, FirstPort Mark Richards, CEO, MakePositive - part of Sabio Group |
Industry Keynote: CRM |
| 10:45am-11:15am |
Break | Light Refreshments |
| 11:25am-11:50am | Ann-Marie Stagg, European Contact Centre Professional Belinda Finch, CIO, Three Vicky Nisbet, Senior AVP, Comms, Media & Technology, Salesforce Ashleigh Ainsley, Co-Founder, Colorintech |
Panel Discussion: Diversity in Tech |
| 11:50am-12:15pm | Stuart Dorman, Chief Innovation Officer, Sabio Gary Higham, Chief Technology Officer, Zuto Daniel Hefferon, Group Operations & Capability Director, Computacenter Jen Sharp, Contact Centre Director, DHL Express |
Fireside Chat: Build v. Buy |
| 12:15pm-12:40pm | Nidal Abou-Itaif, President - Avaya International, Avaya |
Industry Keynote: Subscribe to Total Experience |
| 12:45pm-1:45pm | Lunch | Please Submit Dietary Requirements Upon Registration |
| Time | Speaker |
Details |
|---|---|---|
| 1:45pm-1:55pm | James Hughes, Head of Solutions, Sabio | The Changing Role of Advisors |
| 1:55pm-2:15pm | Amy King, CEO & Co-Founder, People Matter | Behavioural Data Science & Improving Agent Wellbeing |
| 2:15pm-2:30pm | Fran Rea, Head of Contact Centre & Service Delivery, NewDay |
Success Story: Driving Digital Adoption |
| 2:30pm-3:15pm |
Martin Teasdale, Founder, Get Out of Wrap James Hughes, Head of Solutions, Sabio Amy King, CEO & Co-Founder, People Matter Fran Rea, Head of Contact Centre & Service Delivery, NewDay Helene Veny, Senior Product Manager, Global Commercial Banking, HSBC Emma Newton, Head of HR, emovis Sarah Thompson, Senior Capacity Planning Analyst, Skipton |
Panel Discussion: Putting Your People First |
| Time | Speaker |
Details |
|---|---|---|
| 1:45pm-2:05pm |
Klaus Failenschmid, Head of UX, Sabio Kevin McGachy, Head of AI & Automation Solutions, Sabio |
Everything You Need to Know About: AI & Automation |
| 2:05pm-2:25pm |
Scott Budding, Head of Workforce Optimisation, Sabio Don Macdonald, Interactions & Insight Consultant, Sabio |
Everything You Need to Know About: CX Analytics |
| 2:25pm-2:45pm |
Lynsay McEwen, Head of Client Platforms, Sabio Derek Forrest, Head of Avaya Solutions, Sabio |
Everything You Need to Know About: Moving Your Contact Centre to the Cloud |
| 2:45pm-3:05pm |
Sophie Petrou, Project Manager, Sky Business TV Jessica Cruess Callaghan, Strategic Account Executive for Sky, Salesforce |
Everything You Need to Know About: CRM & Agent Desktop |
| Time | Speaker |
Details |
|---|---|---|
| 3:15pm-3:45pm |
Break | Light Refreshments |
| 3:55pm-4:40pm |
Anne Marie Imafidon MBE, Keynote Speaker, Presenter & Founder, Stemettes | The Future of Work is Good Work |
| 4:40pm-4:55pm |
Mark Betts, Managing Director (UK), Sabio | Closing Summary |
| 5:00pm-6:30pm | Networking Reception | Drinks, Canapes & Prize Draws! |
This event is free to attend for Sabio customers, partners and prospects
Sabio reserves the right to refuse and/or withdraw a delegate's registration for Disrupt at any time.
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