Back by popular demand – the Route 101 Annual Customer Conference is returning, and it’s bigger than ever...
Now at a larger venue to match our growing community, this year’s event unites CX leaders, innovators and technology specialists to explore the latest developments in CX. Expect honest insights, real-world stories and a clear picture of what’s next – giving you the knowledge to stay ahead of the curve.
WHY ATTEND?
Gain direct insights from top industry voices
Learn from recognised leaders in CX and technology who are influencing how brands interact with customers around the world.
Real-life success stories (not just theory)
See how well-known organisations have transformed service delivery, increased agent engagement and improved customer journeys.
Network with peers facing the same challenges
Whether you're looking to swap ideas or build new partnerships, you'll be surrounded by people who understand the reality of CX today.
See the tech up close
Live demos from top vendors, along with a dedicated expo area, let you explore the tools transforming modern contact centres, helping you make smarter investment decisions.
Expert panels and Q&A sessions
Expect a packed agenda full of practical strategies to improve CX delivery and get the most out of your contact centre. This is your chance to question, discuss, and dive deeper.
See where AI fits into real-world CX today
Discover how leading teams are using AI, automation and agentic capabilities to support both customers and agents. Hear what’s working, and how to deliver real business outcomes.
Rhian Thomas Head Of Customer Care, Theo Paphitis Retail Group
Neil Adams Head Of Customer Services, FurnitureboxUK
Helen Davies Head Of Customer Service - UK, Vp Groundforce
Jodie Forsyth Head of Sales (Bar Brands) The Revel Collective
"It was incredibly insightful to hear from other customers and understand their experiences with your solutions. I found it to be really beneficial."
Head of Customer Experience, Silverstone
"Always stimulating and lots of engagement with clever people and old friends."
Solutions Consultant, Concentrix
"I thought the content was varied and gave good insight."
Customer Services Manager, Riverford
AGENDA
10:00 - ARRIVAL AND REGISTRATION
Grab a coffee and a pastry, explore the venue and find your seat.
Kick off the day with a warm welcome from Russell Attwood, CEO of Route 101. He’ll set the stage for the event, and introduce the key themes for the day: CX Automation, Agent Augmentation, and Operational Strategy.
10.30-11.30
THEME ONE: OPERATIONAL STRATEGY
Building resilient, scalable operations that support long-term CX success.
10:30 - 'The State of Customer Service in 2025/26' - Jo Causon, CEO, The Institute of Customer Service
Jo Causon shares a timely overview of the evolving customer service landscape, drawing on insights from the UK Customer Satisfaction Index and recent research. Discover the key trends shaping customer expectations, the role of AI and human connection, and what organisations must do to build trust, loyalty, and resilience in the year ahead.
11:15 - 'Beyond the Buzzwords: Choosing Technology Solutions That Actually Work For You' -Richard Simpson, Chief Solutions Engineer, Route 101
Cut through the hype and get practical insights into selecting tech solutions that truly fit your business. Richard shares a proven framework for evaluating platforms, avoiding common pitfalls, and making confident, value-driven decisions.
Streamlining interactions, reducing friction, and delivering faster, smarter service.
11:50 -'Inside the AI Shift: Industry Insights Into the Evolution of AI in CX' - Steve Morrell, Managing Director, ContactBabel
AI is rapidly reshaping the customer contact landscape - but what’s really happening on the ground? In this session, Steve Morrell draws on extensive industry research to explore how AI is being deployed across UK contact centres, the key challenges organisations are trying to solve, and the results they’re seeing.
From the decline of rules-based bots to the rise of agentic AI, Steve will highlight the major trends, emerging technologies, and strategic shifts that are defining the next wave of CX automation. This is your opportunity to understand where the industry is heading - and how to position your organisation to benefit.
14:15 - 'Connecting the Dots: Building a Unified Omnichannel Experience that Delivers Real Customer Value' - Panel Session
This panel will bring together industry leaders to explore how organisations can create a truly connected customer experience across multiple channels. Panellists will share practical insights, lessons learned, and strategies for integrating voice, digital, and social channels to improve engagement, simplify operations, and deliver measurable outcomes. Attendees will leave with actionable ideas for making omnichannel experiences both effective and impactful.
Panellists include: Rhian Thomas, Head Of Customer Care, Theo Paphitis Retail Group and Neil Adams, Head of Customer Services, FurnitureboxUK and Helen Davies, Head of Customer Service UK, Vp Groundforce
15:15 - 'The Revel Collective Story: Transforming Customer Engagement Across 40 Venues' - Jodie Forsyth, Head of Sales (Bar Brands), The Revel Collective
Jodie Forsyth from The Revel Collective will share how a nationwide hospitality group transformed customer engagement across 40 venues by blending technology, people, and new ways of working. This session will explore how centralising communications and deploying a cloud-based contact centre solution with Route 101 enabled measurable results while empowering teams with real-time insights, situational training, and a culture of accountability. Attendees will gain practical insights on integrating new systems, supporting staff through change, and creating lasting value for both customers and employees. Discover how true transformation isn’t just about technology - it’s about the people and processes that make it work.
