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Serving 140 countries and markets, global advisory, broking and solutions company WTW has highlighted how to approach digital transformation at scale, supporting the Outsourcing of UK Benefits services while unifying 180+ clients and over 3,000 knowledge articles. Alongside this, the firm has tackled the challenge of empowering and reskilling advisors for the modern era. Bot trainers, voice engineers, sentiment analysts, trend spotters and content managers are among the new roles created, while the automation of previously manual, high-volume service requests has freed up advisor time, supporting client-base growth of 10%.

Gold Winner: Most Effective Strategic Transformation Programme

With: 

• Steph McDowell, Head of Service Centre
• John Cuthbertson, Project Lead
• Karen Blandford, Senior Business Change Leader, Pension Outsourcing

Sage has revised how product knowledge is embedded across its European Support teams by replacing traditional classroom learning with ‘Quizzical’ – a personalised, daily learning reinforcement approach. By targeting individual knowledge gaps in just a few minutes per day, Quizzical has helped boost retention levels, increased confidence and created a scalable model that supports over 1,000 colleagues in five languages. This shift has delivered clear operational gains: improved first‑time call resolution, reduced handling time and stronger Transactional NPS (tNPS), as well as improving colleague satisfaction.

Gold Winner: Most Effective Application of Technology to Support Operational Excellence

With:

Maxine Grundy, Global Learning Support Manager and Lucy Palmer, VP Support Excellence, Sage 

Every contact centre leader is under pressure to “do something with AI”. And almost all of them have already done something — pilots, chatbots, proofs of concept — yet many still feel the effort hasn’t matched the outcome. Michele has been on both sides of this journey. She has sat inside organisations, accountable for experience, operational performance, risk, and colleague impact. AI decisions don’t live on slides, they land on real teams, real customers, and real balance sheets. And now she works across industries, seeing patterns emerge, what scales, what stalls and where leaders get caught between ambition and reality.

This session is about closing that gap. Michele will walk through:

What’s working right now: Not the hype — the boring, valuable stuff

Where leaders are getting stuck: AI is not the strategy, AI should support the strategy

How the operating model changes: What is human demand and how AI plays a role in supporting people.

With:

Michele Booth, Head of CX AI, Zoom EMEA 

TDCX Europe helped reimagine QA for a leading mobile gaming client, centralising its data, applying advanced analytics and fostering an environment of cross-team collaboration. Their use of the Six Sigma methodology alongside a unique approach to using Kaplan-Meier analysis delivered a 24% rise in QA scores and a 31% CSAT boost, leading to standardised processes, improved partnerships and a blueprint for customer support excellence.

Gold Winner: Best Use of Data and Insights

With:

Tomas Vara, Program Manager and Duda Ferreira, Data Analyst, TDCX Europe

Dojo’s AI chatbot ‘Athena’ has becoming a huge success for the international payments brand, transforming knowledge access for advisors, cutting search time from minutes to seconds, saving £72k annually, and boosting both efficiency and inclusivity. Learn how semantic search, user-driven design and instant translation have helped reshape the advisor and customer experience.

Gold Winner: Greatest Impact of a Single AI Solution

With:

Georgina Frost, Director of Operational Strategy & Change, Dojo

Discover how CCIG Group has embedded AI across key contact centre functions – from onboarding to live assistance, management and training. This integrated approach has delivered measurable outcomes, including up to 100% call verification, improved customer satisfaction and significant gains in upselling. Learn how a people-centred transformation is driving advisor empowerment, retention and creating a strong foundation for future innovation.

Gold Winner: Greatest Impact of AI by an Outsourcer

With: 

• Dorota Witkowska, Key Account Director, International Accounts, CCIG Group
• Paulina Kafar, Branch Director, CCIG Group

Discover how HSBC created its first dedicated social media servicing team globally – delivering rapid, customer-first support with a lean, inclusive model. In just 12 months, a small, agile group turned social from a transactional, reactive channel to a strategic contact centre function, driving an 86-point NPS surge, slashing response times and outpacing competitors on positive sentiment. Find out how a focus on empathy, digital expertise, and continuous learning created a culture of ownership, innovation and zero attrition.

Gold Winner: Best New Customer Contact Operation

With:

• Hannah Ratcliffe-Barnes, Social Media Lead
• Helen Gillan, Channels Manager Social Media, HSBC 

A key part of health provider Vitality’s transformation programme has been embedding a resilient complaints model, reducing open volumes by 90% and resolving over 50% of complaints within three days. AI-assisted tools, real-time dashboards and a Complaints Academy have helped foster ownership, speed, and engagement, delivering operational excellence and improved customer outcomes.

Gold Winner: Most Effective Improvement Initiative

With:

Tracy Bailey, Head of Complaints, Vitality