LCCF Ecosystem Event
Making CX Work
Connecting people, process and AI
Built around what you told us
At the launch of London Contact Centre Forum, the same challenge came up in conversation after conversation. Leaders are being asked to improve service, manage costs and do more with the teams they already have, and they want more than another quick technology fix.
So we built an afternoon around it. Practical sessions, small-group problem-solving with your peers, and an honest look at where voice AI adds value.
For contact centre, CX and operations leaders across London and the South East. Places are limited.
- Grow without adding headcount
- Protect service quality while things change
- Secure buy-in, from the board to the frontline
- Show the business what the contact centre is worth
Session by session
Arrival, buffet lunch and networking
Meet fellow contact centre and CX leaders over lunch at Twickenham Stadium.
Welcome: what our members told us
Jane Thomas and James Connors introduce the challenges raised at the launch: growing without extra headcount, protecting service quality, securing buy-in and showing the contact centre’s value.
The foundations first: what are we actually trying to solve?
A facilitated conversation with an operational leader. How do you tell a technology opportunity from a leadership, process or knowledge problem? Where should improvement begin, and what needs to be in place before AI can succeed?
Voice AI in practice: from customer problem to measurable outcome
Suitable use cases, implementation lessons, human handovers and governance, and how to measure the effect on customer outcomes, capacity and cost-to-serve.
Refreshment break
Peer problem-solving: build the right CX ecosystem
Small groups take on challenges raised by members: the people, process and technology changes needed, the risks to manage and the measures that would prove success.
From the contact centre to the boardroom
Groups share recommendations in an open floor hosted by Jane and James. How do we build a credible business case, win leadership and frontline buy-in, and show value beyond cost reduction?
One challenge, one next step
Capture the most useful lessons and leave with one practical action for your business. Plus a first look at December’s Operational Excellence workshop.
Optional networking drinks in the box
Three themes, chosen by members
Growing without growing headcount
Where can we remove avoidable demand and repetitive work while protecting service quality?
Introducing AI people can trust
How do we select the right use case, involve agents and managers, and establish effective governance and human escalation?
Proving the value of customer operations
Which measures demonstrate better customer outcomes, reduced risk and stronger business performance?
Leave with a next step
A working afternoon, not a sales pitch. Everything is built so you go back to the business with something you can use.
- A practical way to assess a CX challenge across people, process and technology
- Insight into where voice AI adds value and what implementation needs
- Peer perspectives on shared operational pressures
- One clear next step, and a stronger case for senior leadership
A private box at Twickenham
Some conversations go better away from the office. Lunch from 12:30, an afternoon of practical sessions and peer discussion, then drinks in the box for anyone who wants to carry on the conversation.
It’s a small room by design, built for contact centre and CX leaders to talk openly about what’s working and what isn’t.
Good customer experience is never built by one team or one supplier. It takes operational leaders, frontline managers, technology partners and the wider business pulling in the same direction.
That’s what London Contact Centre Forum is for. We bring the people who run London’s contact centres together with the partners who help them, in a room built for open conversation. Making CX Work is the first of these afternoons. More follow in 2027.
Join us at Twickenham
Contact centre and CX leaders
Thursday 26 November 2026, 12:30 to 15:30. Places are limited.
Secure your placeSuppliers and partners
Want to be part of the next ecosystem event? We’d be glad to talk.
Book a conversation with the teamSecure your place at Twickenham
Thursday 26 November 2026, 12:30 to 15:30, a private box at Twickenham Stadium. Places are limited.