The webinar will introduce The UK Contact Centre Decision-Makers’ Guide 2025 (DMG) and The Genesys Contact Centre Buyer’s Guide, focusing on how these two industry-leading reports provide complementary insights for contact centre leaders. 

Steve Morrell will begin by presenting key takeaways from the Decision-Makers’ Guide, highlighting: 

• How contact centres can enhance business outcomes through data-driven decision-making.
• The increasing role of AI in personalizing customer interactions. 
• The significance of intentional channel strategies to optimize both digital and voice interactions. 

Zaheer Gilani will then explore insights from the Genesys Contact Centre Buyer’s Guide, emphasizing how technology choices impact: 

• AI-powered customer engagement and proactive outreach. 
• Operational efficiency and agent productivity. 
• Strategies for reducing digital channel failures and balancing voice and digital interactions effectively. 

A key segment will focus on the overlap between the two reports, identifying where findings align in areas such as: 

• The impact of AI on CX and EX. 
• The role of predictive analytics in improving customer interactions. 
• Best practices for integrating AI-driven tools into contact centre operations. 

The session will also address the importance of ethical AI, transparency, and customer trust, as well as strategies for improving workforce engagement using AI-powered solutions. 

The webinar will conclude with a Q&A session, giving attendees the opportunity to engage with Steve and Zaheer, ask questions, and gain practical insights on applying the findings from both reports. 

This comprehensive webinar is designed to equip attendees with the knowledge and tools they need to navigate the evolving landscape of UK contact centres in 2025 and beyond. 

Register here: