About this event

Call & Contact Centre Expo (Contact Centre & CX Expo) — 18–19 November 2026, Excel London

Event overview (from official event information)

Call & Contact Centre Expo is positioned as Europe’s leading customer contact expo, bringing together customer contact leaders, CX professionals, and industry suppliers under one roof. The event runs on 18–19 November 2026 at Excel London in London, UK.

The official program highlights over 3,500 industry professionals, 100+ seminar sessions, and 110+ speakers for 2026, alongside structured engagement formats such as: CONNECT: 1-1 meeting programmes, educational theatres (3 primary themes with 10 sub-tracks), training workshops, and networking & VIP lounge experiences.

What’s on (formats that shape buyer intent)

• Educational theatres (2 days): packed content across 3 primary themes and 10 sub-tracks, focused on strategies, solutions, technologies, and ideas to integrate into operational plans.
• CONNECT: 1-1 meeting programmes: bespoke scheduled meetings with selected exhibitors, designed to address short-, medium-, and long-term business needs.
• Training workshops: hosted by The Forum, with actionable strategies for skill-building and expertise strengthening.
• Networking & VIP lounge: engagement designed for like-minded professionals to exchange insight and build new business contacts.
• Live product demonstrations and hands-on solutions: a practical environment for evaluating CX/contact centre technology and services.

1️⃣ Who attends (BUYERS / ATTENDEES)

This event is best understood as an end-user buyer + operational leadership + ecosystem supplier environment rather than a consumer audience trade show. The official site frames it as an expo for the customer contact sector, connecting visitors with “industry-leading suppliers” and “cutting-edge technologies” shaping customer contact.

Buyer-heavy attendee types (most likely decision makers / influencers)

• Customer Contact / Contact Centre leaders: operators and senior managers responsible for day-to-day performance, workforce effectiveness, and service outcomes.
• CX (Customer Experience) professionals: roles focused on customer journey performance, satisfaction, and service design.
• Technology and solutions buyers: stakeholders evaluating customer contact solutions such as omni-channel platforms, unified communications, quality monitoring, and performance management.
• Operations & transformation leaders: owners of operational change programmes, automation rollout, and service process improvements.
• BPO / Outsourcing decision makers: organisations exploring partners for managed contact centre services, back-office support, and multi-channel delivery.
• Training & workforce support leaders: professionals investing in agent performance, coaching, and capability development.
• Senior commercial/executive sponsors: attendees who attend to benchmark, validate vendor roadmaps, and align CX/contact centre strategy.

The presence of structured engagement (CONNECT: 1-1 meetings), seminar sessions, and hands-on demos indicates that many attendees come with an active need to shortlist vendors, compare approaches, and move projects forward.

2️⃣ Where the show is happening + attendee geographic origin

Venue: Excel London
City/Country: London, United Kingdom
Dates: 18–19 November 2026

Attendee geographic origin (best-fit expectations)

The official positioning is “Europe’s leading customer contact expo”, so the attendee base is expected to be predominantly European, with a strong London/UK presence due to location. In addition, many CX/contact-centre programmes are regional or multi-country, so buyers commonly travel from across the UK and wider Europe to access a consolidated vendor marketplace.

For targeting, the safest segmentation is:

• Primary: United Kingdom (London and broader UK)
• Secondary: Europe (especially markets with high adoption of omni-channel service and customer experience transformations)
• Additional: occasional international participation aligned to major technology platforms and global outsourcing brands (not guaranteed, but plausible given the technology-led themes)

3️⃣ Audience reach (Local / National / Global)

Given the official claim of “Europe’s leading” and the sector focus under one roof, audience reach is best assessed as:

• National: strong (UK-based CX and contact centre leaders, frequent UK travel to London)
• Global: moderate (some multinational suppliers and service organisations typically participate, but the core audience is Europe)
• Overall reach classification: European reach with strong UK depth

4️⃣ Sample buyer company names (BUYERS ONLY) + Websites

Below is a practical buyer targeting table for the type of organisations that are most likely to sponsor, attend, or need solutions for: omni-channel contact experiences, unified communications, multi-channel communications, performance management & quality monitoring, customer support operations, and customer journey/case design.

These are buyer-focused organisations (end-user service operators, telecoms, customer service heavy enterprises, and large outsourcing/BPO customers). For accuracy, teams should validate against the show’s exhibitor/partner lists and final attendee registrations once those assets are confirmed.

Priority	Company	Website	Best Title to Target	Why This is a Good Buyer Fit
1	BT Group	https://www.bt.com	Head of Customer Experience / Customer Operations Director	Large-scale customer contact and omni-channel service transformation needs; strong fit for quality monitoring, performance management, and CX journey improvement.
2	Vodafone	https://www.vodafone.co.uk	Customer Service Transformation Lead / CX Operations Manager	High contact volumes and multi-channel customer support demands align directly with the event’s omni-channel and unified communications themes.
3	EE	https://ee.co.uk	Customer Care Transformation Manager / Head of Contact Centre	Telco contact centre modernisation typically requires performance, quality, staffing optimisation, and customer journey mapping.
4	HSBC	https://www.hsbc.co.uk	Director, Customer Experience Operations / Head of Customer Support	Financial services buyers often prioritise contact centre quality monitoring, unified comms, and customer support excellence.
5	Barclays	https://www.barclays.co.uk	Customer Service Strategy Lead / Head of Contact Centre Performance	Strong alignment to quality monitoring, performance management, and continuous CX improvement across channels.
6	NatWest	https://www.natwest.com	Customer Experience & Service Operations Manager	Banking contact operations benefit from data-driven customer engagement, journey mapping, and omni-channel support.
7	Vodafone Business (UK operations)	https://www.vodafone.com/business	Customer Operations Lead / Service Experience Manager	B2B customer contact excellence often needs unified communications and multi-channel support—key themes at the expo.
8	Thomson Reuters	https://www.thomsonreuters.com	Director of Customer Support / CX Operations Lead	Complex support ecosystems and high-touch customer care make omni-channel and performance/quality management highly relevant.
9	Sainsbury’s	https://www.sainsburys.co.uk	Customer Service Transformation Manager	Retailers with large customer service operations need customer journey improvements, multi-channel communications, and agent support upgrades.
10	Tesco	https://www.tesco.com	Head of Customer Care / Customer Support Operations Manager	Multi-channel contact centre and customer experience initiatives typically include quality monitoring, performance management, and operational streamlining.
11	Ryanair	https://corporate.ryanair.com	Customer Care Operations Director	Airline customer contact is omni-channel by necessity; buyers look for customer support excellence and performance management capabilities.
12	Deliveroo	https://www.deliveroo.co.uk	Customer Support Operations Lead / CX Manager	High-volume customer support and service issues require staffing optimisation, multi-channel engagement, and operational KPIs.
13	Capita	https://www.capita.com	Customer Operations & Service Delivery Director	BPO and outsourcing customers invest heavily in performance management, quality monitoring, and contact centre tooling.
14	Webhelp	https://www.webhelp.com	Client Services Director / Customer Experience Operations Director	Major managed customer experience provider; likely to engage around omni-channel and staffing/staff support themes.
15	Concentrix	https://www.concentrix.com	UK Service Operations Director / CX Transformation Lead	Strong fit for BPO/outsourcing + contact centre solutions & software evaluation and partnership conversations.
16	Teleperformance	https://www.teleperformance.com	Operations Director (Client Services) / Customer Experience Lead	Managed service providers align closely with event themes around performance management, quality monitoring, and omni-channel experiences.
17	Capgemini (Customer Operations / CX)	https://www.capgemini.com	Customer Experience Transformation Director	Transformation and CX strategy projects often require customer journey mapping, data-driven engagement, and customer support modernisation.
18	BT Contact Centre / BT Enterprise services	https://www.bt.com	Head of Contact Centre Technology / Service Quality Director	Direct operational ownership of customer contact delivery makes them high-priority for quality monitoring, performance management, and omnichannel orchestration.
19	Amazon (customer service operations)	https://www.aboutamazon.co.uk	Customer Service Operations Manager / CX Quality Lead	Operational intensity and multi-channel engagement needs align with performance, quality, and customer support innovation areas.
20	Experian	https://www.experian.co.uk	Customer Support Transformation Lead / CX Operations Manager	B2B buyer with customer onboarding and support needs that match journey mapping, customer engagement, and omni-channel service.

Immediate “Top 5” buyer targets to start outreach (from the table): BT Group, Vodafone (UK), EE, HSBC, Barclays.

5️⃣ Job profiles, industries & event type

Best job profiles to target

The expo’s themes and engagement formats strongly suggest the strongest buyer conversations happen with operational and transformation roles. The titles below are the most relevant “buyer-style” personas to filter for in any contact database.

• Head of Customer Experience / CX Director / CX Operations Director
• Head of Contact Centre / Contact Centre Operations Director
• Customer Service Transformation Lead / Service Excellence Lead
• Performance Management & Quality Monitoring Manager (or equivalent)
• Customer Support Operations Manager
• Omni-Channel Experience Lead / Multi-Channel Strategy Manager
• Unified Communications / Contact Centre Technology Lead
• AI/Chatbot Product Owner (where applicable)
• Workforce Management / Agent Performance Manager
• Staffing & Staff Support Lead
• Customer Journey Mapping Lead / Customer Journey Owner
• BPO / Outsourcing Contract Owner / Service Delivery Director (for managed services)
• Training & Coaching Manager for contact centre teams
• Digital Customer Engagement Lead (data-driven engagement)

Industries most likely to be represented

The official content lists event themes that typically appear across heavily regulated and high-contact industries. The most responsive industries for attendee buyers generally include:

• Telecommunications and ICT services (omni-channel + unified communications)
• Financial services (service quality, customer support, and compliance-aware CX)
• Retail and eCommerce (high volume, multi-channel customer support)
• Utilities and energy (customer service and field-to-contact flows)
• Travel and hospitality (customer contact intensity and service recovery)
• BPO / outsourcing and managed customer experience providers
• Large enterprises with shared service centres (performance and workforce support)

Event type classification

Event type: B2B customer contact + CX industry expo. It is vendor-solution and operational transformation focused, featuring both technology evaluation and strategic education.

Also, it includes training workshops and scheduled meeting programming, which signals intent-driven attendance.

6️⃣ Estimated attendance (expected total footfall)

The official event information states: Professionals: 3,500+ industry professionals.

Therefore, expected total footfall for buyer-relevant professionals is best treated as 3,500+ attendees, with additional seminar theatre and meeting lounge traffic due to structured programming (CONNECT: 1-1 meetings, educational theatres, VIP lounge, and networking areas).

7️⃣ Key focus areas & buyer engagement

The official themes show a clear technology + operations roadmap rather than generic CX talk. The expo’s key topic clusters include:

• AI / Chat bots: automation of customer interactions and support workflows.
• BPO / Outsourcing: managed services partnerships, client delivery models, and service expansion.
• Omni-channel: seamless experiences across multiple customer touchpoints.
• Staffing & staff support: workforce enablement, scheduling support, training, and agent effectiveness.
• Contact centre solutions & software: evaluation of CX platforms and customer contact tooling.
• Multi-channel communications: integration across channels for consistent service delivery.
• Customer experience: the strategic CX layer connecting operations and customer outcomes.
• Unified communications: technology foundations for modern contact centre operations.
• Performance management & quality monitoring: QA, QA scoring, coaching, and KPI governance.

What typically drives buyer engagement at this event

• Structured 1-1 meeting schedules (CONNECT) that surface “short-, medium-, and long-term business needs”.
• Educational theatre content (100+ seminar sessions; 3 primary themes with 10 sub-tracks), which attracts stakeholders searching for actionable plans.
• Live demonstrations and hands-on solutions that support vendor comparisons and technical validation.
• Networking + VIP lounge formats that increase the chance of commercial follow-up meetings post-event.

8️⃣ Client-product fit: best buyers selection (requires client website)

We can tailor the buyer list to the exact problem our client solves, because the “best buyers” differ significantly based on whether our product is: (a) customer contact software, (b) workforce training, (c) QA/performance tools, (d) AI/automation, or (e) staffing/BPO services.

To complete the most accurate buyer selection, please share our client product website URL. Once we have the URL, we will:

• Map the product category to the expo’s strongest theme clusters (AI/chatbots, omni-channel, performance/quality, staffing support, customer support, unified communications, BPO/outsourcing).
• Recommend the top buyer titles and top buyer company types most likely to attend for that category.
• Provide an updated priority scoring for buyer segments for outreach.

Provisional best-buyer segment recommendation (without client website yet):

• Tier 1 priority buyers: Contact Centre Operations leaders, CX Operations leaders, Performance & Quality Monitoring managers, and Omni-channel / Multi-channel experience owners.
• Tier 2 priority buyers: Unified Communications leads and Customer Support Operations managers.
• Tier 3 priority buyers: BPO/outsourcing contract owners and service delivery directors (best fit if our client sells managed service tooling or delivery optimization).
• Tier 4 priority buyers: Staffing & staff support / agent enablement leaders and training/coaching managers (best fit if our client provides training, QA coaching, or workforce support platforms).

If our client sells an AI/chatbot solution, then the highest-fit roles shift toward chatbot product owners, automation leads, and digital customer engagement leaders. If our client sells quality monitoring & performance management, the highest-fit roles shift toward QA/scorecard owners, performance analysts, and service excellence leads. If our client sells omni-channel/unified communications, the focus shifts toward technology/platform leads and communications integration managers.

9️⃣ Industry suggestion (aligned to an Apollo-style industry list)

Below are the most relevant industries to tag/filter, using the industry approach commonly applied in prospecting databases. These map to the expo’s core themes (CX, contact centre tech, omni-channel, performance quality, workforce support, outsourcing).

• Telecommunications
• Computer Software
• Information Technology & Services
• Internet
• Outsourcing/Offshoring
• Staffing & Recruiting (when relevant to staffing & staff support programs)
• Hospitality (travel/contact heavy operations)
• Financial Services
• Retail
• Logistics & Supply Chain (service + customer support touchpoints)
• Marketing & Advertising (data-driven engagement layers; depends on client offering)
• Professional Training & Coaching (if client offering is training enablement)
• Events Services (only if the client sells event/workshop or CX community engagement solutions)

Final go-to-market recommendation (how we should position buyer outreach)

For this expo, the strongest approach is to frame outreach around operational outcomes and measurable CX performance, not generic “contact centre interest.” CONNECT: 1-1 meetings and the theatre agenda emphasize practical benchmarking, integration, and technology validation.

Suggested messaging themes to align with visitor intent

• “Improve omni-channel customer journeys and service recovery outcomes.”
• “Strengthen performance management and quality monitoring with actionable insight.”
• “Operationalize AI/chatbots to reduce handle time while maintaining customer experience quality.”
• “Modernize unified communications and contact centre software workflows.”
• “Enhance staffing & staff support with better agent enablement and coaching.”

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Next step from our side (to finalize the ‘best buyers’)

Please paste the client website URL for the product we are targeting. After that, we will revise section 8 into a fully tailored buyer shortlist: best company types + best titles + priority ranking by best product fit.