Co-hosted by Route 101, AWS, and Zendesk | Wednesday 18 June 2025, London
This half-day event explored how AI is transforming contact centres – supporting agents, improving operations, and enabling smarter, more responsive service.
Attendees gained practical strategies for meeting rising customer expectations, improving performance, and applying AI insights across the customer journey.
A highlight was the fireside chat with Route 101 customer Jaja Finance, where Daniel Wray and Sergio Ponte reflected on their transformation journey with AWS and Zendesk. They shared key milestones, scalability goals, and operational improvements.
The event also featured a panel discussion with speakers from Route 101, Zendesk, and CX Academy, examining AI’s growing role in shaping both agent experience and customer engagement.
