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Stop talking about AI.

Start delivering impact.

For CX leaders being asked to improve performance and deliver measurable change.

One event. Two focused days. Choose the one that's right for you.

calendar    2nd June 2026 - For Enterprise organisations

calendar    3rd June 2026 - For SMB & Mid-Market organisations

pin   The Kimpton Clocktower Hotel, Manchester

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From AI ambition to operational impact

Most contact centres are being asked to improve service, reduce cost and handle more complexity. At the same time, AI is being positioned as the answer.

But in reality, many organisations are still working through:

  • Fragmented systems
  • Inconsistent data
  • Workforce pressure
  • Limited measurable impact

Why attend

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Discover where AI delivers impact

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Practical CX improvement strategies

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Real-world application

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Clearer decision-making

Human Intelligence

Customer experience remains fundamentally human.

As automation increases, the challenge is balancing efficiency with empathy, trust and meaningful human interaction.

 

 

 

Operational Intelligence

The biggest gains in CX performance come from better operational insight.

Improving workforce performance, service design and day-to-day decision-making is what drives real impact.

 

 

 

Technological Intelligence

AI and modern platforms only deliver value when applied in real environments.

Technology is not the story – it's the enabler of better decisions, operations, and outcomes.

 

 

 

Together, these form the foundation of Practical Intelligence – turning AI ambition into measurable impact.

Spotlight 26: From AI to Impact 

Day 1: Tuesday 2nd June is for Enterprise organisations

Day 2: Wednesday 3rd June is for SMB and Mid-Market organisations

Please choose one day

Day 1

TUESDAY 2ND JUNE 2026

Enterprise

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In collaboration with Genesys, the Enterprise day will focus on larger and more complex CX environments where transformation programmes often span multiple systems, teams and operating models.

  • AI Orchestration

  • Success in CCaaS

  • Technology Showcase - AI CoPilot, Cloud PCI, YourTime

Day 2

WEDNESDAY 3RD JUNE 2026

SMB & Mid-Market

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In collaboration with ElasticCX, the SME and Mid-Market day will focus on organisations looking to make faster operational improvements and deliver measurable CX gains more quickly.

  • Data Sovereignty

  • Practical Intelligence

  • Technology Showcase - Sidekick, AI Insights, Cloud PCI

Agenda

Day 1  – Enterprise

  • Ritchie Butters | IPI

  • Penny Power OBE

    Exploring how large organisations balance automation with human experience to maintain trust, empathy, and meaningful customer interactions at scale.

  • Dom Black | Cavell

    A grounded view of how the CX landscape is evolving, with a focus on what enterprise organisations should realistically expect as transformation programmes mature.

  • Paulette Toynton | Genesys (Former MDF, Global Head of Channel Servicing & Customer Care Strategy at HSBC)

    Bringing an enterprise perspective on how AI is orchestrated across systems, teams, and journeys to deliver measurable impact at scale.

  • Annabelle Goymer | IPI & Gerard McGlynn | IPI

    Orchestrating the Genesys platform to fit your business - not the other way around.

    Genesys Cloud is one of the most configurable platforms in CX — but that flexibility is only valuable if you know how to use it. Annabelle Goymer and Gerard McGlynn walk you through the platform in depth: the levels of adoption, how to sequence investment to build value over time, and how bolt-on capabilities like Cloud PCI and YourTime extend what's possible. A practical, no-assumptions overview for organisations at any stage of their Genesys journey.

  • Patrick Bosworth | Genesys & Matt Taylor | IPI

    This isn't a roadmap presentation. It's a live, interactive demonstration of agentic AI and Co-pilot working inside a real Genesys environment — showing both sides of the conversation. You'll see the full customer journey through the lens of agentic AI, alongside how Co-pilot supports agents in real time. If you've been wondering what this actually looks like in practice, this is where you'll find out.

  • Summarising the most important insights from the day and what they mean for your next steps.

Day 2 – SME & Mid-Market

  • Ritchie Butters | IPI

  • Penny Power OBE

    Exploring how organisations balance efficiency with empathy to deliver meaningful customer experiences in increasingly automated environments.

  • Dom Black | Cavell

    A grounded view of how the CX landscape is evolving, with a focus on what’s realistic and relevant for smaller, fast-moving operations.

  • Steve Murray | IPI

    Exploring how the SMB and Mid-Market is often overlooked by vendors, and how data sovereignty, simplicity, and the right approach to AI can unlock real, immediate impact.

  • Moving beyond discussion, a series of short workshops to see how practical intelligence is applied within ElasticCX to deliver fast, measurable improvements without adding complexity.

    Cloud PCI: Reimagining payments by design – ensuring security, compliance and CX work seamlessly together, without friction at the point of purchase. 

    AI Insights & Sidekick: Supporting agents in the moment with intelligent guidance that reduces effort, improves consistency, and helps teams deliver better outcomes, faster.
  • Summarising the most important insights from the day and what they mean for your next steps.

Our Speakers

LOCATION

Kimpton Clocktower Hotel

A landmark Manchester venue where heritage meets modern design.

The Kimpton Clocktower brings together history and progress — a fitting setting for a conversation focused on turning AI ambition into real operational impact.

Located in the city centre and easily accessible, it offers the ideal environment for focused discussion and meaningful connection.

Kimpton

Stop talking about AI.

Start delivering impact.

Register your place at Enterprise Day, 2nd June

Register your place at SMB & Mid-Market Day, 3rd June