Join us at the Customer Experience Manchester Conference, the premier event for CX leaders and innovators across the UK. After 10 years of success in London, we're excited to be exhibiting as this highly anticipated event moves to the North. Don't miss your chance to connect with industry experts, discover the latest trends, and gain valuable insights to elevate your customer experience strategy.
Speakers
Type
EventWhen
The Customer Experience Conference, Manchester is the UK's premier event welcoming CX leaders and innovators from across the UK for a day of exhibits, summits, showcases and expert speaker sessions.
Come and say hi!
- Speak directly with our experts, exhibiting on stand
- Don't miss our speaker session at 14:05 about key themes in the industry, see below for more details
Where: The Pendulum Hotel, Manchester
When: 11th November, 2025
Register: Book your ticket here
We look forward to seeing you there!
Speaker Session
-
14:05-14:20 | Main Stage
Customer service in the UK is facing a critical moment. According to the Institute of Customer Service, poor service is costing businesses up to £7.3 billion per month, with frontline teams spending nearly four days each month resolving avoidable issues. The UK Customer Satisfaction Index is hovering near its lowest point in a decade.While AI can provide transformation, full automation can often fail to meet customer expectations, leading to frustration and disengagement. This session looks beyond some of the noise and confusion of AI and explores how practical, proven technology, including current AI tools, can be used to enhance human engagement, not replace it.
We’ll examine:
- How to turn insights into action across service operations.
- How to empower human agents with self-service agents and assistants.
- How to create omnichannel journeys that build loyalty and reduce friction.
Cutting Through the AI Noise: Delivering Real-World Customer Service That Works Today
14:05-14:20 | Main Stage
Customer service in the UK is facing a critical moment. According to the Institute of Customer Service, poor service is costing businesses up to £7.3 billion per month, with frontline teams spending nearly four days each month resolving avoidable issues. The UK Customer Satisfaction Index is hovering near its lowest point in a decade.
While AI can provide transformation, full automation can often fail to meet customer expectations, leading to frustration and disengagement. This session looks beyond some of the noise and confusion of AI and explores how practical, proven technology, including current AI tools, can be used to enhance human engagement, not replace it.
We’ll examine:
- How to turn insights into action across service operations.
- How to empower human agents with self-service agents and assistants.
- How to create omnichannel journeys that build loyalty and reduce friction.
