Webinar Replay: 10 Predictions for 2020

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Do you want your contact centre to stay ahead of the game? Do you want your contact centre to be proactive instead of reactive? Of course you do!

In this webinar, we predicted how key industry trends will rise and fall over the coming year, helping you to gauge how you can best invest your time and effort in 2020.


  • Introductions - Jonty Pearce, Call Centre Helper
  • Martin Hill-Wilson, Brainfood Extra
Martin Hill-Wilson from Brainfood Extra Webinar Slides on 2020 predictions Click here to view the slides
  • Phil Davitt, NewVoiceMedia
Phil Davitt Webinar Slides on 5 predictions for 2020 Click here to view the slides
Martin Hill-Wilson - headshot
Martin Hill-Wilson
Brainfood Extra
Phil Davitt - headshot
Phil Davitt
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
Topics to be discussed
  • The latest contact centre trends
  • What’s falling by the wayside?
  • The future of key channels
  • New ways to inspire a young workforce
  • Rethinking key metrics
  • New-age contact centre problems
  • Technology innovations that may transform your job
  • Top tips from the audience
  • Winning tip – "Use Build Measure Learn techniques in your testing strategy to allow for agility and true customer value delivery" thank to Daniel30
Original Webinar date: 9th January 2020

Speaker Biographies

Martin Hill-Wilson | Brainfood Extra

Mentoring organisations in Emotive CX for Customer Interaction. Also provide CS & CX keynotes. I'm an experience conference chair - Customer Engagement, CXustomer Service, Contact Centres, Marketing, CX, AI and interaction technology.

Connect with Martin on Social Media: Linkedin | Twitter

Phil Davitt | NewVoiceMedia

Phil is Vice President of International Customer Success at Vonage and through this role has worked with some of the most innovative customer experiences businesses globally. Prior to joining Vonage Phil gained experience with some of the world’s leading telecommunications businesses, specialising in resource efficiency and delivering transformation within customer service.

Connect with Phil on Social Media: Linkedin | Twitter