What Not to Miss at Contact Centre Expo 2025

Contact Centre Expo 2025 is just around the corner, taking place at ExCel, London on the 19th–20th November 2025. We’ve got a stand too! So be sure to swing by CC-M62 and say hello to our team!

There’s also a whole heap of fantastic exhibitors and speaker sessions to join – including our Director, Xander Freeman, chairing a panel on The New Thinking for Customer Contact KPIs on Thursday 20th November – so we’ve compiled this list to help you make the most of your time in London!

What Stands Should You Be Visiting?

Below is a list of companies that we recommend visiting while you’re at the show.

If you haven’t registered yet and want to join us, click here.

Themed Agendas

Not sure what sessions to catch while you’re there? We’ve brought the agenda together into key themes, so you can catch the sessions that home in on the areas you’re most keen to learn more about at the 2-day event – organized into key themes of AI, customer experience, and employee experience.

What’s On: All About AI

Looking to explore the best AI has to offer right now and how it can drive efficiencies across your contact centre? Take a look at these sessions…

Cut the Complexity: Turning AI Chaos into Clarity​
11:00AM – 11:30AM – Wednesday 19th November

• Andrew Tucker, Solution Engineer – NiCE
• Natalee Wiggins, Solution Sales Executive – NiCE

Keynote Theatre – sponsored by NICE

Synthflow × Freshworks: When Integration Becomes Conversation
1:30PM – 2:00PM – Wednesday 19th November

• Consuelo Arroyo, Founding Account Executive, Synthflow
• Yash Sharma, Senior Product Manager, Freshworks

Contact Centre Technology Theatre – sponsored by Genesys

Empowering Employees With AI: How Leading Organisations Are Redefining EX
11:00AM – 11:30AM – Wednesday 19th November

Contact Centre Technology Theatre – sponsored by Genesys

AI Winners and Losers – Building a Winning CX Strategy With AI
11:40AM – 12:10PM – Wednesday 19th November

• Sean Taylor, CEO, Content Guru

Future of the Contact Centre Theatre – sponsored by 8×8

From Talk to Action: Real-World AI Transformation Today
12:20PM – 12:50PM – Wednesday 19th November

• Martin Taylor, Deputy CEO – Content Guru

Contact Centre Technology Theatre – sponsored by Genesys

How to Succeed with your AI Implementation and Avoid Common Pitfalls
1:30PM – 2:00PM – Wednesday 19th November

• Simon Black, Chief Operating Officer – Creovai

Connected Contact Centre Theatre – sponsored by ITIDA

GenAI-Powered QA for the Human-AI Contact Center Era
2:10PM – 2:40PM – Wednesday 19th November

• Emmanuel Doubinsky, VP Product – Scorebuddy

Future of the Contact Centre Theatre – sponsored by 8×8

Kill or Cure – Where Will AI Take Customer Experience?
3:45PM – 4:15PM – Wednesday 19th November

• Nerys Corfield, Director – Injection Consulting Limited (Chair)
• Steve Morrrell, Managing Director – Contact Babel

Future of the Contact Centre Theatre – sponsored by 8×8

Harnessing Generative AI at Scale with NiCE
11:00AM – 11:30AM – Thursday 20th November

• Amber Whittaker, Product Owner – Lloyds Banking Group
• Shane Thompson, Product Owner – Lloyds Banking Group

Future of the Contact Centre Theatre – sponsored by 8×8

What’s On: Improving CX

Keen to overhaul your CX strategy and need some fresh inspiration? Take a look at these sessions…

Real CX Innovation or Industry Illusion? Cutting Through the Hype
10:00AM – 10:45AM – Wednesday 19th November

• Martin Teasdale, Founder & Host – Get Out of Wrap & Team Leader Community (Chair)
• Aswin Peter, Senior Product Lead – Customer Experience – British Gas
• Dave Labrow, Customer Service Manager – Bupa UK Insurance
• Lucie Child, Head of Customer – Transport for Greater Manchester

Keynote Theatre – sponsored by NICE

Transforming Public Sector CX with Purpose-Driven Communications
11:00AM – 11:30AM – Wednesday 19th November

• Maxine Eunson, Head of Public Sector – 8×8

Future of the Contact Centre Theatre – sponsored by 8×8

Making Next-Level CX a Reality
11:40AM – 12:10PM – Wednesday 19th November

• Mark Lockyer, International Alliances Director – CallMiner

Customer Experience Transformation Theatre – sponsored by Nextiva

CX Is Still Human – Agentic AI Just Makes It Smarter
11:40AM – 12:10PM – Wednesday 19th November

• Ty Stephens, Director of Channel Sales, EMEA – Five9

Digital CX Theatre – sponsored by Cisco

Inclusive CX: Designing Journeys That Leave No Customer Behind
12:20PM – 12:50PM – Wednesday 19th November

• Tara Aldridge, Head of Product Enablement – Vonage

Connected Contact Centre Theatre – sponsored by ITIDA

Preparing for the Next Generation of Customers
12:20PM – 1:05PM – Wednesday 19th November

• Garry Gormley, Founder – FAB Solutions (Chair)
• Emma Valentine, Learning and Development Manager – Advantis Credit
• Katy Forsyth, Managing Director – Red Recruitment
• Marco Ndrecaj, Director of Customer Experience Management – Shared Services Connected Ltd
• Sandrea Morgan, Head of Customer Support – Adanola

Keynote Theatre – sponsored by NICE

Rise of the Machines: The Dawn of Agentic CX
12:20PM – 12:50PM, – Wednesday 19th November

• Steve Blood, VP of Market Intelligence & Evangelism – Five9

Future of the Contact Centre Theatre – sponsored by 8×8

Smarter Scheduling, Better CX: Why Automation Isn’t Enough
12:20PM – 12:50PM – Wednesday 19th November

• Jonathan O’Connor, Resource Planning Manager – Tructyre
• Richard Saqladi, Strategic Account Director – Peopleware

Digital CX Theatre – sponsored by Cisco

Beyond CCaaS: Enter the Era of Customer Experience Automation
1:30PM – 2:00PM – Wednesday 19th November

• Garry Ovenell, Regional Vice President, EMEA Solution Engineering – Talkdesk

Customer Experience Transformation Theatre – sponsored by Nextiva

The Death of QA as You Know It: How to Win at CX in 2026
1:30PM – 2:00PM – Wednesday 19th November

• Matt Jones, Head of Product – evaluagent

Future of the Contact Centre Theatre – sponsored by 8×8

The Holy Grail of CX: Building a Sir-iously Good Team
1:30PM – 2:00PM – Wednesday 19th November

• Martin Teasdale, Founder & Host – Get Out of Wrap & Team Leader Community

Keynote Theatre – sponsored by NICE

We Need to Talk About Failure
3:05PM – 3:35PM – Wednesday 19th November

• Simon Adnett, VP Sales UK&I/MEA – Enghouse Interactive

Contact Centre Technology Theatre – sponsored by Genesys

Frictionless by Design: Modernising Customer Experience with CPaaS
11:00AM – 11:30AM – Thursday 20th November

• Chris Angus, VP CPaas & CX Expansion – 8×8

Digital CX Theatre – sponsored by Cisco

CX Trends 2026: Agentic AI and the Future of Orchestrated Experiences
11:40AM – 12:10PM – Thursday 20th November

• Keith Fulford, Director of Business Value Engagement – Genesys

Future of the Contact Centre Theatre – sponsored by 8×8

CX Priorities, Hurdles & The Road Ahead
12:20PM – 1:05PM – Thursday 20th November

• Garry Gormley, Founder – FAB Solutions (Chair)
• David Holmes, Director of Sales – SSE
• Emma Dark, Director of Customer Experience & Operations – Cuckcoo
• Joanna Hetherington, Head of Customer Experience – CityFibre

Keynote Theatre – sponsored by NICE

The Unified CX Mandate: Why Fragmented Systems and Data Dooms Personalized and Proactive CX
12:20PM – 12:50PM – Thursday 20th November

• Matt Clare, VP Product Marketing – UJET

Connected Contact Centre Theatre – sponsored by ITIDA

What’s On: Boosting EX

Are you struggling with poor staff retention and engagement? Take a look at these sessions for some ideas on how to improve your agent experience…

Workforce Management That Works for Everyone
11:40AM – 12:10PM – Wednesday 19th November

• Sarah Thompson, WFM Systems Specialist – E.ON Next

Keynote Theatre – sponsored by NICE

Voice of the Agent 2025: Agents, AI, and the Next Era of Experience
3:05PM – 3:35PM – Wednesday 19th November

• Ed Creasey, Director of Pre-Sales Consulting and Engineering – Calabrio

Connected Contact Centre Theatre – sponsored by ITIDA

Evolution of Planning: Raising Standards in Resource Planning
12:50PM – 1:35PM – Wednesday 19th November

• Dave Vernon, Director of Membership & Best Practice – The Forum
• Phil Anderson, CEO – The Forum

Training, Leadership & Culture Zone – sponsored by Verint

Redefining Contact Centre Performance: From Metrics That Matter to Outcomes That Last
2:10PM – 2:40PM – Wednesday 19th November

• Justin Robbins, Founder & Principal Analyst – Metric Sherpa

Keynote Theatre – sponsored by NICE

Reimagining QA: From Overhead to Operational Engine
11:40AM – 12:10PM – Thursday 20th November

• Pete Dunn, Customer Success Manager – Evaluagent

Customer Experience Transformation Theatre – sponsored by Nextiva

The New Thinking for Customer Contact KPIs
1:15PM – 1:55PM – Thursday 20th November

• Xander Freeman, Digital Content Director – Call Centre Helper (Chair)
• Ashleigh Heldt, QA Lead – The White Company
• Dan Eddie, Director Of Customer Service – SimplyHealth
• Deborah Woods, Contact Centre Manager – Costa Coffee

Keynote Theatre – sponsored by NICE

What’s On: The Stands

8×8 – CC-G40

Join 8×8 at this year’s Call & Contact Centre Expo to experience how they’re transforming customer and employee communications.

• Live Demos – See how 8×8’s communications platform delivers real-time insight, built-in intelligence, and seamless experiences across every interaction. Discover how you can turn every conversation into momentum.
• The 8-Second Challenge – Think you’ve got great timing? Take on their interactive Stopwatch Game – stop the clock at exactly 8.00 seconds to win prizes and a spot on the leaderboard.
• Happy Hour with 8×8 – Join them for complimentary drinks and networking with industry peers at our Executive Networking Hour – Day 1, 3:00–4:00 PM, right at the 8×8 stand.

Come for the insights, stay for the connections — and don’t miss your chance to play, win, and discover how 8×8 helps you create smarter customer experiences.

Calabrio – CC-N10

Calabrio’s full suite of WEM products are on display this year!

Plus, they’ve got their team of experts on the stand to answer any of your pressing questions. 

Call Centre Helper – CC-M62

Us! We’re on a stand! Different members of the Call Centre Helper team will be in attendance over the two days. Come over and say hello!

CallMiner – CC-F30

CallMiner are showcasing their most comprehensive platform yet. Analysing omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning.

Content Guru – CC-M10

Content Guru are on stand CC-M10. This year, their stand blends the natural world with cutting-edge technology, featuring a living moss wall and an Amazon rainforest-themed meeting room, contrasted with sleek lighting, dynamic screens, and modern design.

Attendees to the stand can grab a free barista coffee (or rainforest water) and help themselves to their pick ‘n’ mix station. Demos on the stand this year include real-time transcription and summarization, auto-QM and WFM. 

You can also book a meeting with them. For every meeting booked through their Calendly page and attended, they’ll be making a donation to the World Wildlife Fund (WWF), and that person will also be entered into their Apple AirPods 4 giveaway.

Creovai by Capacity – CC-D30

Visit stand CC-D30 to meet the team and find out more about how Capacity automates internal and external support over chat, SMS, voice, web, email, helpdesks, and more.

Enghouse Interactive – CC-H60

Visit stand CC-H60 to find out more about how Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact centre from a cost centre into a powerful growth engine.

evaluagent – CC-K20

The evaluagent team will be on hand to show you how next-generation QA and Conversation Intelligence can not only take your contact centre to the next level, but your wider business too. See how unlocking insights can measurably enhance your CX, improve performance and drive efficiency.

Plus, don’t forget to catch Customer Success Manager Pete Dunn on Reimagining QA: From overhead to operational engine and Head of Product Matt Jones’ intriguingly titled talk The death of QA as you know it: how to win at CX in 2026.

Five9 – CC-L20

Join Five9 at Booth CC-L20 to see how Agentic AI and the Five9 Intelligent CX Platform are helping organizations deliver faster, more human customer experiences that truly build trust.

Here’s what to expect:

• Explore live demos of our latest innovations in AI + automation.
• Meet CX and technology experts shaping the future of customer engagement.
• Take a demo and enjoy a special Five9 gift.
• Don’t miss their speaker sessions on 19 Nov: “CX Is Still Human: Agentic AI Just Makes It Smarter” — Ty Stephens, 11:40–12:10 + “Rise of the Machines: The Dawn of Agentic CX” — Steve Blood, 12:20–12:50

Let’s reimagine CX together — where people and AI deliver better, side by side.

Genesys – VIP Lounge

This year, Genesys will be sponsoring both the VIP Lounge and the Contact Centre Technology Theatre.

• 19th – Empowering Employees with AI: How Leading Organisations Are Redefining EX – featuring Osen Akkemik, Senior Director AI Solutions & Services, Genesys, Kevin Mythen, Product Lead, Utility Warehouse and Lewis Finch, Senior Manager – Operational Development, Virgin Atlantic – 11AM
• 20th – session led by Keith Fulford (Director, Business Value Engagement) – “CX Trends 2026: Agentic AI and the Future of Orchestrated Experiences.”
• They will have a dedicated demo pod on-stand too, highlighting their key alliances!

NiCE – CC-M30

Visit stand CC-M30 to find how NiCE is transforming the world with AI that puts people first – with their purpose-built AI-powered platforms that automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution.

Peopleware – CC-K50

Peopleware is pleased to showcase its enterprise-grade Workforce Management (WFM) Suite.

Throughout the two-day event, the Peopleware team will conduct live product demonstrations, highlighting how the WFM Suite enables contact centres and BPOs streamline scheduling, optimize operations, and deliver exceptional customer experiences.

On 19th November from 12:20-12:50, Richard Saqladi, UK Regional Sales Director for Peopleware, and Jonathan O’Connor, Resource Planning Manager at Tructyre, will co-present a 30-minute session on the Digital CX track, to demonstrate how Peopleware’s technology helped Tructyre reduce their employee working hours from 40 to 37.5 per week, achieved without additional costs, fewer staff, or service disruption.

“At Peopleware, we believe technology should empower teams, not overburden them,” said Richard Saqladi, UK Regional Sales Director. “Our partnership with Tructyre demonstrates how innovative workforce management can enhance both efficiency and employee wellbeing, enabling contact centers to deliver a smoother, more consistent customer experience.”

“I look forward to being a part of the CCExpo and sharing my insights on how Peopleware’s WFM suite helped us transform our operations” says Jonathan. “Within 5 weeks, our service level improved by 32%. We’ve reduced operating costs. And our employees love self-service for time off and shift swaps on their smartphones.”

Attendees can visit the stand CC-K50 to meet the team and experience Peopleware’s innovative WFM solutions first-hand.

Scorebuddy – CC-G10

Head over to stand CC-G10 to join in the fun with the Scorebuddy team – including:

• Plenty of swag and giveaways,
• Lots of cool demos of their AI products,
• And even… A caricaturist! So why not pop along to get your picture taken?

Synthflow AI – CC-E24

Visit stand CC-E24 to learn more about deploying voice AI agents that automate phone calls across contact centre operations and business process outsourcing (BPO) at scale – all to save teams time and resources without increasing headcount. They’re also on stage with Freshworks on the Wednesday to talk about how post-LLM voice architecture is reshaping live customer interactions. 

Talkdesk – CC-K40

Head over to stand CC-K40 to meet the Talkdesk CX Experts, who’ll be sharing their insights, best practices, and actionable takeaways around creating and delivering exceptional customer experiences.

See their solutions in action! As they’ll be dishing the details on Talkdesk Customer Experience Automation (CXA) and showing you how multi-agent orchestration is the future of exceptional customer experience.

UJET – CC-M46

Visit stand CC-M46 to learn more about the next-generation cloud contact centre platform that leverages AI to modernize the customer experience – embedding intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.

Vonage – CC-F20

Head over to stand CC-F20 and say hello to the Vonage team!

Find out more about how they are making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead – by providing unified communications, contact centres and programmable communications APIs, built on the world’s most flexible cloud communications platform.

Zoom – CC-E34

Visit stand CC-E34 to learn more about how Zoom are bringing teams together, reimagining workspaces, engaging new audiences, and delighting your customers: all on the Zoom AI-first work platform you know and love.

Author: Rachael Trickey
Reviewed by: Megan Jones