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Choosing the best path for transforming your legacy contact centre

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Choosing the best path for transforming your legacy contact centre


Breakfast Meeting - 08:00am to 10:30am

Choosing the best path for transforming your legacy contact centre

Digital transformation has revolutionised the relationship that brands have with their customers. Customers now interact and communicate with businesses in a wide variety of ways across multiple platforms. This change has happened rapidly and customers’ expectations have risen with it; this breakfast will explore how you keep up with this change while wrestling with legacy systems.

Customers expect to be able to communicate through any platform they desire, they expect their problems to be resolved seamlessly across these platforms and they want a service personalised to them. The question is: can existing legacy systems meet the demand of the modern customer? If not, what is the solution? To what extend does the answer lie in the cloud?

Key questions this breakfast will address are:


How will transferring to AI and machine-learning affect the future contact centre?

What role will cloud technologies play in contact centre strategy?

What are the main obstacles to modernising legacy systems?

How can you create a consistent omni-channel experience?

What are key risks to consider and overcome when transforming your legacy systems?


The ultimate aim for businesses is to enhance and improve the relationship they have with their customers, but this has to be balanced with the need to cut costs and drive efficiency. We will explore the role technology will play in this process, but also what this means for the workforce that will work alongside it.

Who is invited?

This is a cross industry briefing for senior decision makers working across technology and customer experience functions within large enterprise businesses (ie, 1000+ employees).

Roles for whom this breakfast will be relevant include: heads of customer experience, CTO, CIO, head of contact centre, contact centre director, IT director, heads of digital and digital transformation.

Be one of eight senior business professionals around the table at The Langham Hotel in central London who will bring their expertise to bear to analyse the present – and the future. 

Registered attendees include: 

Chief Customer Officer - FidelityChief Data Officer - SantanderDirector of Viewer Services - ITVHead of Customer Care - New LookHead of Service Quality & Control - Credit Agricole

The breakfast briefing is brought to you by Genesys, in association with Business Reporter, and is only for senior executives as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted.In addition, to be eligible for this event you must be employed by a corporate legal entity: if you are a sole trader or in a partnership other than a legally incorporated partnership, we will be unable to offer you a place.

For any enquiries, please contact Lace via 020 8349 6458 or bGFjZSAhIGIgfCBidXNpbmVzcy1yZXBvcnRlciAhIGNvICEgdWs=

This breakfast briefing is free of charge to attend. However, if you cancel your attendance less than two weeks before the briefing, you will have to provide a replacement of equal seniority otherwise you will be a subject of £150 cancellation fee. Please also note that when you register we will ask you for your corporate email address, which we will share only with the event sponsor(s). Please see our privacy policy.



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