On Thursday 4th September 2025, contact centre professionals from came together for a day of inspiration, collaboration, and growth. Hosted by Cnect Wales, the event was all about empowering frontline advisors, sharing best practice, and celebrating the people at the heart of customer service.
Kicking off the morning, Lloyds Banking Group leaders Sue Davison, Victoria Lanigan, Isobel Robertson and Lucy Robertson led an insightful session on fraud prevention and financial wellbeing. Their practical guidance and real-world experience resonated with delegates, reinforcing the importance of safeguarding customers while building trust and resilience.
Lee Jones from Lloyds Banking Group facilitated a lively knowledge exchange, encouraging groups to share best practices and fresh ideas. This collaborative session gave delegates the chance to connect, compare approaches, and return to their own teams with practical solutions.
A highlight of the afternoon was the panel discussion featuring Depesh Nathwani, Russell Atkins, Louise Phillips, and Lee Jones. Their passion for the industry shone through as they discussed both the challenges and opportunities facing today’s contact centres. From technology and innovation to people-first leadership, the panel inspired everyone in the room.
Andrew Ashby (Ribbon of Life) finished with a powerful session. His Ribbon of Life exercise was a brilliant icebreaker, encouraging attendees to reflect on their experiences, values, and goals for the future. Andrew’s message on living in the moment and connecting past, present, and future resonated deeply, leaving the room energised and reflective.
To close the day, delegates took on the 60-Second Challenge, sharing their best takeaways and ideas. The energy in the room reflected the creativity, collaboration, and enthusiasm that defined the day.
AgentFest Cnect 2025 was a day that combined practical learning, inspiring leadership, and meaningful reflection. Delegates left feeling empowered, motivated, and proud of the industry they represent.
