Your Call Is Important To Us - An Industry In Conflict

Your Call Is Important To Us – An Industry In Conflict

In collaboration with CCA Recruitment, we are bringing together leaders from across the contact centre community to explore one of the biggest challenges facing our industry today: the growing tension between people, process, and technology.

As AI accelerates, cost pressures intensify, and customer expectations continue to rise, organisations are being forced to make difficult trade-offs. Do we prioritise efficiency or experience? Automation or human connection? Standardisation or flexibility?

This event is designed to confront those questions head-on.

Through a thought-provoking panel including industry Experts, Jimmy Hosang, CEO of Mojo CX, Phil Kitchen, Founder and MD Customer Contact Panel and Garry Gormley, Founder of CX Consultancy FAB Solutions, they'll be discussing with Rob Dermott as Panel Host how we balance AI and operational efficiency without compromising on CX.

We'll also be hosting some interactive breakout sessions, where we will unpack the real-world challenges organisations are facing when trying to balance the people agenda, process improvement, and evolving technology stacks. Expect honest perspectives, practical insights, and shared experiences from those navigating these tensions every day.

The session also supports the launch of the book Your Call Is Important To Us, by Garry Gormley, and we'll be using key themes from five years of insights, and using the misions from the book to stimulate ideas and debates if they are still relevant in today's Contact centre environement .

Whether you're leading operations, shaping CX strategy, or implementing AI and automation, this is an opportunity to step back, challenge conventional thinking, and collaborate on what the future of our industry should look like.

Know what’s Happening Next — before everyone else does.

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Host or Publisher FAB Solutions