The Future of Contact Centres: AI Trends & Best Practice

Brings together industry experts and peers for a forward-looking discussion on how Artificial Intelligence is transforming contact centre operations and what practical steps leaders should take now.

📅 Date: March 23rd, 2026   🕛 Time: 12:00 PM – 5:00 PM

📍 Location: Freshworks, 79 Hatton Garden, London EC1N 8JR 

🚉 Nearest Station: Farringdon

Featured Speakers

Frieda Morton-Evans

Vice-President,

Business Consulting,

CGI

Laura Padilla

SVP Global Channels & Partners,

Freshworks

• Accelerate the Agentic AI journey
• Improve agent effectiveness
• Enable exceptional customer experiences
• Go live in minutes with minimal complexity

A brief live demonstration of Freshdesk will illustrate how AI-powered service management drives efficiency without compromising experience.

👥 Ask the Experts

Engage directly with our expert panel:

• Leigh Smith Director - Product Management AI
• Rob Lucas - Account Executive CX & AI
• Trevor Butterworth CEO The UKCCF
• Chris J D’Souza Partner CGI’s Contact Centre Advisory

Bring your questions and gain candid, practical insights tailored to today’s contact centre challenges.

🍷Networking & Wine Tasting

We will conclude with a curated tasting of fine South African wines — the perfect setting to continue the conversation and connect with fellow contact centre leaders.

Leigh Smith and Rob Lucas will showcase how Freshworks is simplifying AI adoption and delivering measurable results.

You’ll also be introduced to Freddy, Freshworks’ people-first AI, designed to:

🤖 AI in Action

• AI Impact & Use Cases — Chris J D’Souza (CGI)
• The Freshworks AI Journey & Agentic AI — Leigh Smith & Rob Lucas
• Implementation Guidance & Success Factors — Chris J D’Souza
• Freshworks Co-Pilot & Agent Effectiveness — Freshworks
• Customer Use Case: Lessons learned, successes, and risks to avoid
• Expert Panel Discussion
• Wine Tasting & Networking

• Key industry AI trends
• Proven customer use cases
• Actionable steps to harness AI effectively

The session will open with welcome remarks from John Haagensen (Freshworks) and Trevor Butterworth (UK Contact Centre Forum), setting the stage for an engaging and insight-rich afternoon.

Industry Perspective & Strategic Insight
Chris J D’Souza, from CGI’s Contact Centre Advisory practice, will share real-world experience and practical guidance, including:

🎯 What to Expect

📝 Agenda Highlights

Secure Your Place

This exclusive session is designed for decision-makers ready to elevate their contact centre strategy with practical AI innovation.

Spaces are limited — register now to reserve your seat.