The Big Game UK Community Event

25 September | Emirates Stadium | London, UK | 10:00 AM – 18:00 PM BST

Where Strategy Meets the Frontline

Get ready—The Big Game is back on 25 September, and this year’s event promises more energy, insight, and innovation than ever before. Held at the iconic Emirates Stadium in London, this exclusive gathering is designed for bold thinkers and frontline leaders ready to make real impact.

Why Attend?

The frontline is where strategy becomes action—and The Big Game is where leaders like you discover how to turn performance potential into measurable outcomes.

Join us for a day of breakthrough thinking, next-gen tools, and frontline-first strategies to fuel your success.

What to Expect:

✅ Actionable insights from industry leaders
✅ AI-powered strategies that scale frontline performance
✅ A front-row seat to the future of employee and manager enablement
✅ Moments and surprises you won’t want to miss throughout the day

Event Agenda:

10.00 AM | Registration & Networking
10.30 AM | Welcome & Introductions featuring Steve Bent and Centrical
11.00 AM | Opening Keynote featuring Sally Earnshaw, Chief Oompher, Leadership and Organisational Culture Expert
12.15 PM | Lunch & Networking
13.15 PM | Presentation featuring Capita Experience
14.00 PM | Roundtable Session
14.45 PM | Networking Break
15.15 PM | Presentation featuring Katy Forsyth, Managing Director and Founder, Red Recruitment
16.00 PM | Facilitated Q&A
16:30 PM | Wrap Up
16.45 PM | Happy Hour, Networking & Product Lab

💡 Space is limited—reserve your spot today!

Don’t miss this opportunity to connect with industry peers and discover the pivotal role the frontline plays in turning strategy into action—and how you can equip your teams to deliver results that matter.

The Big Game UK Community Event

Reserve Your Free Tickets

25 September | Emirates Stadium | London, UK | 10:00 AM – 18:00 PM BST

Where Strategy Meets the Frontline

Why Attend?

The frontline is where strategy becomes action—and The Big Game is where leaders like you discover how to turn performance potential into measurable outcomes.

Join us for a day of breakthrough thinking, next-gen tools, and frontline-first strategies to fuel your success.

What to Expect:

Event Agenda:

10.00 AM | Registration & Networking
10.30 AM | Welcome & Introductions featuring Steve Bent and Centrical
11.00 AM | Opening Keynote featuring Sally Earnshaw, Chief Oompher, Leadership and Organisational Culture Expert
12.15 PM | Lunch & Networking
13.15 PM | Presentation featuring Capita Experience
14.00 PM | Roundtable Session
14.45 PM | Networking Break
15.15 PM | Presentation featuring Katy Forsyth, Managing Director and Founder, Red Recruitment
16.00 PM | Facilitated Q&A
16:30 PM | Wrap Up
16.45 PM | Happy Hour, Networking & Product Lab

💡 Space is limited—reserve your spot today!

Speakers

Ian Chappell

Director of Consulting at Centrical

The Big Game UK Community Event

Where Strategy Meets the Frontline

Where Strategy Meets the Frontline

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”