• 7th November at the London Zoo (9am – 12pm)
  • Learn about Digital Transformation of the Contact Centre, how to deliver memorable customer experience and how you could utilise website engagement to better serve customers
  • This exclusive event brings together leaders in contact centre technology, market insight and system deployment, giving you the answers you need
  • This event is for directors of customer experience, CXOs, CTOs or senior decision makers involved in digital transformation and cloud contact centre projects


09:00 am – Reception

09:30 am – Introduction from John Knell, Strategy Consultant

09:45 am – ‘Unlock your contact centre’s hidden revenue potential’ Amanda Halpin, EMEA Solution Lead for Digital Sales at Genesys

10:10 am – ‘Digital Transformation of London Zoo’ Daniel Sprawson, Head of Digital, London Zoo

10:30 am – ‘See it in action: PureCloud by Genesys’ Sean Lindsay, Technical Pre-Sales, Foehn

10:45 am – Break

11:00 am – ‘Journey to PureCloud: Customer Presentation’ Tony De Luca, Head of UK Operations, Viva Wallet

11:20 am – Customer Experience Panel: Our panelists share their experience of digital strategy in the contact centre; the challenges and the results

11:45 am –  Q&A

11:55 am – Meet & Greet with a special guest

12:00 pm – Lunch


Richard Reeves & John Knell Master Photo010

John Knell, John has worked with a wide range of corporate clients, including Microsoft, Tesco, Astra Zeneca, Eversheds, Lloyds TSB, Manpower, and Siemens. He has authored numerous reports on work, the labour market, organisational change, and arts and cultural policy. He is a frequent public speaker and media commentator on cultural, workplace and public policy issues, and is represented by Speakers for Business for his public speaking work in the UK.


Amanda Halpin is Solution Lead for Digital Sales at Genesys. She is responsible for enabling Genesys customers with conversion rate optimisation solutions such as predictive engagement and conversational AI. Prior to joining Genesys, Amanda worked as a Digital Marketing Consultant for Google New York and Dublin, helping advertisers grow their business online through digital marketing strategies.


Daniel Sprawson is a skilled and passionate digital strategist and leader with a wealth of experience working for a leading conservation charity and commercial enterprise. Dan has created and led the digital strategic vision for the Zoological Society of London (ZSL) over the last eleven years, building the team and the charity’s digital portfolio and consistently reaching revenue and engagement targets.