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Just Added

Thursday, October 9

From Cost Centre to Value Centre: Modernising the Contact Centre

By Cortex Reply

Discover how leading experts are transforming contact centres with AI and hyper-personalisation. Join us for insights and real-world cases.

Date and time

Location

Reply Ltd

160 Victoria Street #2nd Floor London SW1E 5LB United Kingdom

Agenda

8:30 AM - 9:00 AM

Welcome and Networking Breakfast

9:00 AM - 9:10 AM

Host Welcome

9:10 AM - 9:25 AM

Opening Talk: Contact Centre Trends and Investment Priorities

Insights on hyper-personalisation, customer engagement, and where leaders should focus investment over the next 12–24 months.

9:25 AM - 9:40 AM

Case Study: Modernising the Contact Centre

9:40 AM - 10:10 AM

Expert Panel Discussion

Balancing digital, human, and operational needs in customer engagement.

10:10 AM - 10:30 AM

Audience Q&A

Open discussion on scaling with AI, measuring CX success, and managing hybrid teams.

10:25 AM - 10:30 AM

Wrap-Up: Key Takeaways and What Next

10:30 AM - 11:00 AM

Networking and Close

Good to know

Highlights

2 hours, 30 minutes
In person

About this event

Is your contact centre ready to lead the next era of hyper-personalised, AI-driven customer engagement?

Join Cortex Reply, Retail Reply and other leading industry experts (guest announcement coming soon!) for an exclusive Breakfast Briefing exploring how organisations are modernising their contact centres to become value-driving hubs. Over coffee and conversation, we’ll share the latest insights, real-world case studies, and practical strategies to help you deliver customer value at scale, optimise operations, and prepare your teams for the future.

What You’ll Learn

Where to invest next: AI, cloud, and data platforms
The evolving role of the contact centre: from cost centre to digital sales enabler
Empowering teams: leadership, skills transformation, and communities of practice
Industry examples: retail, automotive, online-first, and hybrid businesses

Seats for our breakfast briefings fill up quickly, so we encourage early registration.

Organized by

Cortex Reply

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