What will separate the contact centres that thrive in 2027 from those still trying to adapt? 

This won't be a morning of distant predictions about the future of AI. 

Instead, we'll tackle the practical questions already facing contact centre and CX leaders as technology, customer expectations and frontline roles continue to evolve. 

From AI adoption to AI impact 

AI adoption is only the beginning. How do organisations determine whether it is genuinely improving performance, customer outcomes and the employee experience? And where are expectations running ahead of reality? 

Is your organisation ready? 

Technology is moving quickly, but technology alone doesn't create transformation. 

We'll explore what organisational readiness really means across culture, leadership, skills, governance and operating models, and whether businesses are changing quickly enough to take advantage of what new technology can do. 

What happens to the frontline? 

As automation handles more routine customer interactions, the conversations left for people are likely to become more complex. 

What does that mean for the role of the agent, the skills they need and the way contact centre leaders manage, coach and support their teams? 

From quality data to customer intelligence 

Greater visibility across customer conversations creates an opportunity that extends beyond QA. 

Could the contact centre become one of the organisation's most valuable listening posts? And when customer conversations expose recurring problems elsewhere in the business, who owns the responsibility for turning that insight into action? 

Are we measuring the right things? 

As contact centres change, should the way we measure them change too? 

We'll consider whether traditional contact centre and QA measures remain sufficient and how organisations can connect quality and operational performance more closely with customer and business outcomes. 

Agenda

10.00am | Breakfast and networking 
Meet fellow contact centre and CX leaders over breakfast. 

10.30am | Welcome 

10.35am | Setting the scene: The Contact Centre in 2027 
Derek Corcoran sets the context for the discussion and looks at the changes already reshaping the contact centre. 

10.40am | Panel discussion 
Derek Corcoran, Dara Kiernan and Lucy Ann Turner join Philip Bourke to explore AI, organisational readiness, the changing frontline, customer intelligence and what leaders should be preparing for now. 

11.15am | Audience Q&A 

11.30am | Networking and close 

Start preparing for 2027

If you're responsible for contact centre operations, quality, customer experience or transformation, this session is designed to give you a clearer view of what is changing, without the hype. 

Rather than a series of presentations, expect a candid panel discussion with different perspectives, audience participation and a series of 2027 predictions that we'll ask our panellists, and you to react to.

You'll leave with practical perspectives from across the industry, questions to take back to your organisation and a clearer sense of the priorities worth considering as you plan for 2027.