In this webinar, we looked at what is likely to happen in 2020 and beyond. Our expert panellists looked into the future and make their predictions.

Topics to be discussed:

  • What is likely to happen to contact centres
  • Predictions for the future
  • What will be the channel mix in the future?
  • Latest trends in customer service
  • Motivating and inspiring a future workforce
  • Factors that you hadn't thought about
  • The latest innovations in technology
  • Top tips from the audience


Martin Hill-Wilson
Martin Hill-Wilson

CX Strategist, Brainfood Consulting

Mentoring organisations in Emotive CX for Customer Interaction. Also provide CS & CX keynotes. I'm an experience conference chair - Customer Engagement, CXustomer Service, Contact Centres, Marketing, CX, AI and interaction technology.

Phil Davitt
Phil Davitt

VP Customer Success, NewVoiceMedia

Phil is Vice President of International Customer Success at Vonage and through this role has worked with some of the most innovative customer experiences businesses globally. Prior to joining Vonage Phil gained experience with some of the world’s leading telecommunications businesses, specialising in resource efficiency and delivering transformation within customer service.

Jonty Pearce
Jonty Pearce

Editor, Call Centre Helper

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