We are delighted to announce that Ajmal Mahmood, VP of Sales & CX at Omningage, will be joining us as a Guest Speaker at our Customer Experience Networking Live taking place on Day 1 of the Future Vision: Resilience Rebooted Annual Conference 2026.
An experienced contact centre professional with a background spanning telco, outsourcing and shared services, Ajmal brings a pragmatic, delivery-focused approach to transformation.
With an agent-first mindset, his focus is on the areas that create real impact: improving customer and employee experience, simplifying operations and delivering measurable outcomes.
Ajmal also has a strong interest in the shift towards Amazon Connect and consumption-based pricing, recognising the opportunities these can create for faster, more flexible and effective change. His work with organisations focuses on cutting through legacy complexity, unlocking the value of the AWS ecosystem and, importantly, making change stick.
Joining our Customer Experience Networking Live, Ajmal will explore a challenge facing contact centres today: with more data available on agent performance than ever before, how do we turn that insight into meaningful development without overwhelming agents or placing additional pressure on team leaders?
Ajmal will share how Omningage is developing coaching techniques and software designed to build resilience, knowledge and enthusiasm incrementally, rather than front-loading development and risking cognitive overload.
He will also explore the role of gamification in keeping people engaged and how the data contact centres already hold, from quality scores and sentiment to outcomes, can be turned into the next coaching action without becoming a labour-intensive exercise for team leaders.
It’s a conversation that fits perfectly with our conference theme - Resilience Rebooted, looking at how we continue to develop and support the people delivering our customer experience while creating approaches that are practical, sustainable and effective.
The Omningage team will not only be exhibiting across both days of conference they will also be featuring in our brand-new Innovation Zone, giving members the opportunity to continue the conversation.
We are delighted to welcome Ajmal and the Omningage team to Future Vision 2026 and look forward to having them join us at Emirates Old Trafford this November.
