About the event
The Engage Customer Summit is the UK’s largest customer engagement event, bringing together over 3,000 attendees and 150 exhibitors at Evolution, Battersea.
Across six curated stages, the agenda covers the future of the contact centre, AI and automation, omnichannel strategy, CRM, loyalty and data-driven personalisation, all grounded in real-world case studies from global brands. Expect to connect with senior CX decision-makers, technology buyers and contact centre leaders from some of the world’s largest brands.
How Agentic Self-Learning Is Transforming Customer Experiences
Date: Thursday, 8 October | Time: 3:05pm | Stage: Future of the Contact Centre
Topic Stream: The Autonomous Contact Centre: How Self-Acting Technology is Reshaping Operations
Most enterprises have already invested in AI for their contact centre but their automation rates have plateaued. Not because the implementation was wrong, but because the architecture was.
When you have to rely on manual tuning or your vendor’s PS team to improve your CX platform, it’s not agentic.
Omilia has the solution. True agentic AI that doesn’t wait to be retrained but improves itself. Our self-learning agentic CX agents monitor every interaction, identify what to improve, build better agents automatically, and deploy them with human approval — compounding performance.
We’ll reveal what this looks like at enterprise scale, how to deploy LLMs where they genuinely add value, and why specialised voice AI, not general-purpose models, is the right engine for live customer calls. And you can see exactly what’s happening inside the AI and why it made every decision. Nothing is hidden or unexplainable – critical for compliance teams and regulated industries.
The result is that a non-technical team can stand up an agent and watch it get measurably better within days, with ROI in just three months and call resolution that doesn’t plateau but compounds.
Lloyd Buxton is VP Sales, Northern Europe at Omilia, where he partners with large enterprises to improve customer experience through Agentic CX. With more than two decades in CX, spanning data, customer engagement platforms and contact centre technology, Lloyd focuses on practical AI adoption that delivers real operational impact, better customer outcomes and clear ROI, not just innovation for innovation’s sake.
What to expect from us
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Ask us where the LLM sits. Ours works offline, analysing real conversations to find what works; purpose-built models execute live, deterministically, with zero hallucinations and a full audit trail. That's what "Glass Box" means in practice. -
You've upgraded your IVR, deployed a chatbot, and bought AI from your CCaaS vendor but resolution rates are still stuck in the mid-60 percents and every change requires expensive professional services. Come talk to us about why bolt-on AI plateaus, and what an architecture built to keep improving actually looks like.
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See live demos of Voice and Chat Agents, CSR CoPilot, Authentication Agents, and Lexis, our native generative voice engine, built directly into the platform rather than stitched in from a third party. -
Our Agentic AI Adoption Framework gives enterprise teams a structured route to deploying agentic AI with the risk controls and compliance safeguards UK enterprises are increasingly asked to prove, not bolted on after the fact.