{"id":587896,"date":"2025-08-12T07:51:35","date_gmt":"2025-08-12T14:51:35","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=587896"},"modified":"2025-08-12T07:51:35","modified_gmt":"2025-08-12T14:51:35","slug":"the-uk-contact-centre-landscape-in-2025-insights-to-drive-strategy-and-innovation","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/the-uk-contact-centre-landscape-in-2025-insights-to-drive-strategy-and-innovation","title":{"rendered":"The UK Contact Centre Landscape in 2025 \u2013 Insights to Drive Strategy and Innovation"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>The UK Contact Centre Landscape in 2025<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Insights to Drive Strategy and Innovation<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Discover the latest trends shaping the future of customer experience in the UK.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]In this must-watch on-demand session, discover how emerging trends, advanced technologies, and actionable strategies are reshaping the UK customer experience landscape.<\/p>\n<p>Hosted by David Howell of Silicon UK with industry experts Steve Morrell and Zaheer Gilani, this session explores findings from two influential reports: <em>The UK Contact Centre Decision-Makers\u2019 Guide 2025<\/em> and the <em>Genesys Contact Centre Buyer\u2019s Guide.<\/em><\/p>\n<p>You\u2019ll gain valuable insights into how data can be used to drive better decisions, how AI is revolutionising customer interactions, and why intentional channel strategies are more important than ever. Learn how the right technology choices can enhance operational efficiency, boost agent productivity, and create more seamless omnichannel journeys.<\/p>\n<p>The discussion also highlights where the two reports align\u2014particularly around the role of AI in both customer and employee experiences. You\u2019ll hear expert guidance on predictive analytics, ethical AI, transparency, and how to integrate advanced technologies into your day-to-day operations without compromising trust.<\/p>\n<p>Whether you&#8217;re a CX leader, technology strategist, or operations manager, this webinar will give you the clarity and confidence to refine your 2025 strategy\u2014and stay one step ahead.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Watch the session now and gain insights on:<\/h3>\n<ul>\n<li>How data-driven decision-making can unlock better business outcomes.<\/li>\n<li>The growing role of AI in delivering hyper-personalised customer experiences.<\/li>\n<li>The impact of technology choices on AI-powered engagement and proactive customer service.<\/li>\n<li>Improving operational efficiency and agent productivity with the right tools.<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1733151066545{padding-top: 0px !important;}&#8221;][vc_row el_class=&#8221;mx-0&#8243;][vc_column background_color=&#8221;bgc-lgray&#8221; el_class=&#8221;p-md-3 px-1&#8243;][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/David_Howell.png\" alt=\"David Howell\" ><\/div><div class=\"details\"><p class=\"name h5\">David Howell<\/p><p class=\"info\">Editor in Chief and Host Silicon UK<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Steve-Morrell.jpg\" alt=\"Steve Morell\" ><\/div><div class=\"details\"><p class=\"name h5\">Steve Morell<\/p><p class=\"info\">Managing Director, ContactBabel<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Zaheer-headshot.png\" alt=\"Zaheer Gilani\" ><\/div><div class=\"details\"><p class=\"name h5\">Zaheer Gilani<\/p><p class=\"info\">Account Director, Sales, UK and Ireland, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] The UK Contact Centre Landscape in 2025 [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Insights to Drive Strategy and Innovation [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Discover the latest trends shaping the future of customer experience in the UK.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; 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