Leading the AI Transition in Customer Engagement
Manchester's flagship contact centre event brought together CX, IT, and CCaaS leaders to talk AI, ROI, and what's actually working, not just what's on the roadmap.
The Trace Recap
AI dominates every contact centre conversation right now, and we knew a room full of CX leaders didn't need another session telling them AI is coming. So, we didn't do one. Instead, TRACE 2026 got into where to actually start, how to build the case internally, and what happens when the sceptics on your team push back.
Our 2026 panel featuring Twilio's Nathaniel Okenwa, Head of Developer Evangelism, alongside Ciptex's CRO Tom Karchi and the wider Ciptex team worked through the real questions: getting process right before technology, proving ROI to leadership who need convincing, and what changes for contact centre teams once AI takes the routine work off their plates.
The room kept coming back to the same worries: proving ROI to sceptical leadership, AI accuracy in regulated industries, and what adoption means for staffing. Adam Neeld, Senior Solutions Engineer at Ciptex, put it simply: "It's not going to be a detractor, it only will be a detractor if you let it be."
Event Highlights
Trusted by brands across the Globe
Keynote Speakers
Tom Kharchi
Chief Revenue Officer
Tom leads commercial strategy at the UK's longest-standing Twilio Partner, working day to day with the CX and IT leaders deciding how their organisations adopt this technology.
Nathaniel Okenwa
Developer Evangelism Lead for EMEA & APJ
Nathaniel works at the front line of Twilio's product evolution, helping organisations across EMEA and APJ put new platform capabilities into practice.
Adam Neeld
Senior Solutions Engineer
Adam has over two decades of experience working with contact centres to help them meet their requirements with on-premise and hosted solutions to deliver better customer experiences.
Continue the conversation
The conversation doesn't stop here. We're building on everything discussed on the day, including the question we heard most: how to make the financial case for AI internally.
The ROI Playbook, a practical guide to making the CFO case for contact centre AI investment, is coming soon.
Pick up where TRACE left off
TRACE is over. Whether you joined us at TRACE or couldn't make it, reach out, and we'll take you through what Twilio's move to AI means for your contact centre, one-to-one.
Email:
sales@ciptex.com
info@ciptex.com
Call us:
0345 8800 808
Visit us:
Ciptex Ltd, 3 Piccadilly Place, Manchester, M1 3BN