Cavell CX Summit is a brand new event bringing together industry-leading service providers and vendors for an afternoon of CX-focused discussion and networking. The event will include keynotes from Cavell showcasing its latest research in the CX space and revealing what the enterprise really wants from the CX industry.
It will also include panel discussions featuring industry leaders keen to get to the heart of the latest trends in the space – from AI and automation to the changing nature of what it means to be a CX agent, and how all these changes are impacting metrics and margins in the industry.
In this day long event, Cavell will be bringing together leaders from across the CX industry to network, learn and discuss the latest trends in the industry. With a large service provider industry, and strong vendor relationships, Cavell’s CX Summit will provide a great forum for networking and insights.
Presented by Matthew Townend, Managing Director at Cavell.
Breaks down Cavell’s CCaaS research to explain why customer experience remains fragmented despite years of platform investment. Examines structural causes, vendor incentives, and why “integration” has failed to translate into outcome-level CX improvement.
Presented by Chris Morrissey, GM & Global Head of CX Sales & GTM, Zoom
The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI acceleration, and shifting customer expectations. This panel examines where value is concentrating across the stack, how vendor lock-in and ecosystem power are reshaping competitive dynamics, and which business models are best positioned to win by 2028. Rather than revisiting industry narratives, this session focuses on the structural shifts that will determine long-term winners and losers in the next phase of CX.
- Chris Morrissey, GM & Global Head of CX Sales & GTM, Zoom
- Richard James, Head of Product Management, Gamma
- Keith Fulford, Senior Business Value Specialist, Genesys
- TBC, MaxContact
Presented by Ben Booth, CEO, MaxContact
Coffee and refreshments sponsored by Nuwave
Cuts through AI hype to examine where AI is being deployed at scale today, where funding is flowing, and what this means specifically for CCaaS, CX platforms, and enterprise communications.
Presented by Dialpad
AI is widely discussed, but unevenly deployed. This panel cuts through vendor messaging to examine where AI is genuinely operating at scale in contact centres and CX platforms today, where it remains experimental, and how adoption differs between SME and enterprise markets. From automation density to real-world performance, we assess what is production-grade, what is pilot-stage, and what that means for the next wave of CX transformation.
- Steve Blood, VP Market Intelligence & Evangelism, Five9
- Matt Cook, Partner, Consulting Software Sector Lead & Customer Led Transformation, PwC UK
- TBC, Dialpad
Presented by Five9
Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? This session explores how CX economics are evolving in practice, including cost displacement versus cost creation, the impact of AI on seat models and workforce structures, and whether “better CX” is quietly becoming more expensive rather than less. The discussion focuses on margin realities, operational complexity, and what genuinely shifts the cost curve in modern customer experience.
- Richie Butters, Director of Sales & Channel, IP Integration
- Mark Bunnell, COO, Nuwave
- Rick Garcia, EVP Product & Marketing, Momentum
- Chris Goodwill, Strategic Partner Manager & Solution Specialist, Symity
As automation becomes more human-like, trust becomes more fragile. This panel examines the role of voice AI and automated interactions in delivering efficiency gains while introducing new risks around authenticity, disclosure, escalation failure, and brand liability. In an era of deepfakes and synthetic agents, we explore where automation strengthens CX and where it can undermine customer confidence if not carefully governed.
- Samantha Haylor, Managing Director, Daktela
- Matt Cowell, CRO & Co-Founder, Acceleraate
Presented by Sipfront
Data sovereignty, AI governance, and regional policy differences are increasingly shaping CX design and deployment. This debate contrasts European and US regulatory approaches and asks whether regulation slows innovation or forces more sustainable, mature CX models. The discussion will focus on how compliance, data residency, and AI oversight are influencing platform choices, vendor strategy, and long-term competitive positioning.
- TBC, Sipfront
- TBC, Fournet
- TBC, Omniengage
- Jonathan Hames, Business Development Manager, Content Guru
As CX platforms become central to enterprise strategy, service providers are being pushed beyond connectivity and resale into advisory, integration, and solution design roles. This panel explores the operating model changes required to compete in a platform-driven CX market, including skills transformation, partner strategy, solution packaging, and margin architecture. It addresses what must evolve inside service provider organisations to remain relevant in the next phase of CX.
- David Cargill, CSP Resell Initiative Lead, Vonage
- Karim Wagdi, CX Director & Principal Technologist, Tata Communications
- Martin Cross, CEO, Connect
- Dan Baines-Holmes, Director of Technology Strategy, Opus Technology
Presented by Samuel Wilson, CEO, 8×8
The SME segment remains one of the most active and competitive areas of the CX market, but purchasing behaviour is highly pragmatic. This session examines what SMEs prioritise when investing in CX, where AI features genuinely drive adoption, and where feature sets exceed willingness to pay. The focus is on real buying drivers, pricing sensitivity, and how vendors and service providers can align offerings to practical SME demand rather than assumed market narratives.
- TBC, 8×8
- Catherine Weir, CEO, 365Agents
- Finbarr Begley, Senior CX Analyst
- Patrick Watson, Director of Research
- Tom Wright, Senior Analyst
- Dom Black, Principal Analyst & Growth Director
- Matt Townend, Managing Director
Taking place at Tattershall Castle Whitehall, a former passenger ferry opposite the London Eye.
Connect with new and existing partners, vendors and channel enablers to exchange ideas, experiences and practical strategies.
Get exclusive access to Cavell’s proprietary research, helping you make smarter, data-driven decisions and get clarity on how to position yourself in a crowded market.
As an impartial party in the cloud comms space, we keep our events vendor-neutral and non-biased. We share knowledge and insights to help you better understand the market.
Located in the heart of Westminster, the QEII Centre offers a prestigious setting just moments from iconic landmarks such as Big Ben and the Houses of Parliament. We’re excited to be returning to this renowned venue for the first time since pre-COVID, bringing the event back to a space known for its excellent facilities, central location, and vibrant atmosphere.
The day will continue into the evening with our Summer Party, taking place from 7PM at Tattershall Castle – a unique former passenger ferry moored on the Thames, directly opposite the London Eye, offering a relaxed setting for networking with stunning riverside views.
