Embrace AI, Analytics, and Automation to stay competitive, agile, and customer-focused.


Taking a 360-degree view of customer interactions across any channel makes it easy to spot trends and provide support, make informed decisions and identify areas for improvement. Automation streamlines repetitive tasks, leading to increased efficiency and productivity.

Industry experts will share with you their guidance and vision around the latest technologies and how companies can deliver tailored experiences, faster response times, and streamlined processes, ultimately enhancing customer satisfaction and reducing operational expenses.

Convergence Summit Agenda

  1. 09:00 - 09:45 Registration / Breakfast / Exhibition
  2. 09:45 - 10:10 "Welcome and Introduction to Britannic, a Strategic Update" Jonathan Sharp, CEO, Britannic
  3. 10:10 - 10:50 "Who will profit and benefit from the Generative AI gold rush?" Keynote Speaker - Simon Greenman, Partner, Best Practice AI
  4. 10:50 - 11:15 "Why AI is right for today’s Contact Centre" Thomas John, VP Partners, International, Five9
  5. 11:15 - 11:40 "Reimagining Customer Experience: AI-Driven Transformation in Contact Centres Through Automation and Analytics" Chris Angus, VP Contact Centre Engagement, EMEA, 8x8
  6. 11:40 - 12:00 Coffee / Refreshment Break
  7. 12:00 - 12:25 Breakout 1A - From Insights to Action: How analytics affect your ongoing strategy Gillan Ide, Solutions Consultant, Britannic
  8. 12:00 - 12:25 Breakout 1B - Navigating the Evolution: Networking in an Ever-Changing Landscape Alex Chapman, Senior Account Manager, Britannic
  9. 12:35 - 13:00 Breakout 2A - "Unveiling Excellence: Navigating the Consultancy and Discovery Processes with Britannic" James Campbell, Sales Manager, Britannic
  10. 12:35 - 13:00 Breakout 2B - Unlocking Business Potential: The Power of Britannic’s Managed Services Andrew Nash, Head of Operations, Britannic
  11. 13:00 - 13:40 Lunch / Exhibition / Networking
  12. 13:50 - 14:15 "Delivering a limitless Total Experience with Zoom" James Adamczuk, CX Evangelist EMEA, Zoom
  13. 14:15 - 14:40 "Harness the Power of Enterprise AI Today: Bringing Generative AI, Emotion AI, Knowledge AI and Conversational AI together into a platform to win! " Vinod Muthukrishnan - Chief Customer Officer, Uniphore
  14. 14:40 - 15:05 "Unlock Your Potential with AI-Powered Customer Experience" Pat O'Donaghue - Head of Pre-Sales, Mitel
  15. 15:05 - 15:30 "3 x A’s For 3 x C’s – True transformation to deliver outstanding results for you, your employees, and your customers" Scott Budding, Manager, Sales Engineering (UK & EMEA), Calabrio
  16. 15:30 - 17:00 Tea / Networking / Exhbition
  17. 16:00 - 17:00 Tour of Lord's Cricket Ground
  18. 17:00 Bar Opens - Networking Drinks (Exhibition closes at 17:00)
  19. 18:00 Close

Convergence Summit 2023 Speakers

Jonathan Sharp - CEO, Britannic Technologies

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Simon Greenman - Co-founder, Best Practice AI

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Thomas John - VP International Sales, Five9

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Chris Angus - VP Contact Centre Engagement EMEA, 8x8

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James Adamczuk - CX Evangelist EMEA, Zoom

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Vinod Muthukrishnan - CCO, Uniphore

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Pat O'Donague - Head of Pre-sales, Mitel

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Scott Budding - Manager of Pre-sales, Calabrio

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Convergence Summit 2023 Breakout Sessions

Intimate Breakout sessions and demonstrations.

When businesses connect with peers who share their vision and goals, they open doors to a wealth of opportunities. Collaboration and knowledge sharing with like-minded professionals can lead to innovative solutions, new market insights, and access to a broader client base. These connections foster a supportive ecosystem where companies can exchange ideas, learn from each other's experiences, and stay updated on industry trends.

In essence, forging connections with like-minded industry professionals is not just a means of expanding one's professional circle; it's a powerful catalyst for long-term success and strategic growth in today's competitive business landscape.

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