November 20, 2025
CXM Gets the Latest Views From Contact Centre Expo on Industry Trends and Ambitions
Contact Centre Expo is drawing to a close at London’s Excel Arena, but CXM was roving the show floor to capture the chat, insight and gossip from the key vendors, analysts and the movers and shakers of the call centre industry.
Yes, everyone was talking about AI on day one, but a more nuanced and human-centric approach was a common theme among the experts.
Day two also saw the release of “The Secret AI Recipe Book for Contact Centres” from Mediatel, that should be popular among the guests struggling with their path to adoption and deployment.
What’s on the Contact Centre Agenda for 2026?
First up from the vendor side of the floor is CallMiner’s Jamie Harper, talking to our Editor in Chief, David Dungay about the recent acquisition and new features as the company boosts its customer analytics prowess.
Next up with a clear view of public sector contact centre operations, 8*8’s Maxine Eunson wanted to talk about the challenges facing that segment. Notably the need to return to basics and focus on the needs of the customer while identifying the best value for money routes to that success.
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From the analyst side of the floor, Justin Robbins, cofounder and principal analyst of Metric Sherpa was only too keen to talk about the different types of value within the industry and the move to proactive metrics to understand performance.
We’ll be back soon with a wrap-up from the show and a look into the key statistics from the many talks and presentations, and the themes that will see proactive call centre companies storming ahead across the rest of the decade.
