chatsimple The Future Ready Manager
Shop
[chatbot]

The Future Ready Manager
Join us for

The Future Ready Manager

Join us for this masterclass series, hosted by Sabina Onwuka – for the future ready manager. Equip your operations with high-precision AI strategies while elevating the empathy and leadership that spreadsheets can’t replace.

RSVP Here

Agenda:

  • 10am - Registration & Tea/Coffee

    Register your attendance, refresh, and refuel before getting settled in for what promises to be an day of innovation and transformation.

    When arriving at the AWS HQ, you will need to bring some formal identification to access the building.  This is typically a driving license or passport.

  • 10:30am - Welcome and Context Setting

    Sabina Onwuka | Customer Experience Consultant

    Define the “New Era of AI” challenge. Unique Hook: Why mid-level managers—not just C-suite—are the most critical link in AI implementation

  • 10:45am - Session 1: The High Performance Pivot

    Natalia Monvoisin | Senior customer operations and experience leader

    From Administrative Friction to Strategic Force Multiplier

    The Context:

    For most mid-level leaders, AI feels like one more thing to manage. In reality, it is the only tool capable of deleting your administrative debt. This session is designed for the leader who is buried in spreadsheets but needs to be focused on strategy. We move past the hype to look at how high-level Service Architects are using AI to reclaim 20% of their work week.

    What You’ll Master:

    ● The Mindset Shift: How to move your team from AI Resistance (fear of replacement) to AI Fluency (leverage of potential).

    ● The Zero-Click Manager: Real world applications of AI tools that transform how you handle dynamic scheduling and conversational analytics.

    ● The Strategic Takeaway: Leave with an AI Adoption Audit a heat map of your operations identifying manual processes ripe for automation.

  • 11:10am - Session 2: The Empathy Imperative

    Sabina Onwuka | Customer Experience Consultant

    Preserving the Human Advantage in an Automated Service Model

    The Context:

    As AI handles the “how” of service delivery, the human element becomes your highest value currency. For Heads of Service, the challenge isn’t just implementing tech; it’s ensuring that automation doesn’t erode the empathy that builds customer and team loyalty.

    What You’ll Master:

    ● The Ethics of Automation: Navigating the Black Box how to identify and mitigate AI bias while maintaining total transparency with your team.

    ● High-Touch Moments: A framework for identifying Human-Critical touchpoints in the customer journey where human intervention provides the highest ROI.

    ● Psychological Safety: Strategies for leading through digital transition without losing the cultural soul of your department.

    ● The Strategic Takeaway: The High Touch Journey Map – a blueprint for your service model that intentionally balances machine speed with human empathy.

  • 11:40am - Break

    Take 15 mins break

  • 11:55am- Session 3: Predictive Orchestration.

    Juanita Coley | CEO and Founder of Solid Rock Consulting

    Mastering Headcount & Resource ROI Beyond the Spreadsheet

    The Context:

    Traditional resource planning is reactive, often relying on historical volume that no longer reflects an AI augmented reality. This session is for Resource Planners and Contact Centre Managers who need to justify headcount and capacity in a hybrid environment where hours worked is no longer the primary metric of success.

    What You’ll Master:

    ● Strategic Capacity Modelling: Moving from static ratios to dynamic, skill-complexity mapping that accounts for AI-augmented efficiency.

    ● The Data Dialogue: How to use predictive analytics to justify hiring and resource allocation to senior stakeholders with 100% confidence.

    ● Workforce Elasticity: Strategies for building a “flex ready” team that can adapt to volatility through better data, not just more people.

    ● The Strategic Takeaway: Your Strategic Capacity Matrix, a modelling tool to accurately predict headcount requirements for the AI Human hybrid team.

  • 12:25pm - Session 4: The Augmented Leader

    Sabina Onwuka | Customer Experience Consultant

    Leading the Transition from Supervisor to Strategic Coach

    The Context

    The hardest part of the AI transition isn’t the technology, it’s the people. Your final session focuses on the “Augmented Leader.” When your team is faster and more technologically integrated than ever before, your role shifts from Technical Expert to Strategic Coach.

    What You’ll Master:

    ● The 4 Cs of AI Coaching: A repeatable framework (Context, Constraint, Command, Critique) to coach your staff into becoming high level “Orchestrators” of their own AI tools.

    ● Managing AI Anxiety: Practical techniques to address the fear of displacement and bridge the gap to high value, strategic roles for your best talent.

    ● Redefining Success: Moving the goalposts for your team rewarding curiosity, experimentation, and insight over traditional volume metrics.

    ● The Strategic Takeaway: The Leader’s Transition Roadmap A guide to help with mastering the 4 Cs of AI coaching.

  • 12:55pm - Session 5 : Real Life Learnings from Data & AI Voice in high outcome deployments.

    Ian Taylor, Head of Sales for Avoira Xperience 

    Using speech analytics is one thing, but what kind of outcome can be achieved? Where are the common pit falls and success points? And where does Human like AI Voice help or threaten a modern organisation serving callers?

    What You’ll Master:

    • AI Voice Experience: Gained from learning from practical examples of real life deployments in the UK, from the largest deployment in the UK (12,000 + agents) to smaller more specialist teams of 25 under pressure agents.
    • Managing AI Voice Deployments: Expectation setting in relation to technology performance, outcomes and lining up a project to achieve your organisations goals
    • The YES and NO moments: An understanding of the common questions, to allow you to deploy without internal politics, detractors, becoming frictionless and supportive.
    • The Strategic Takeaway: A pathway and ideas on how Ai Voice Analytics and Voice Agents, will work within your environment, to supercharge every employee and caller outcome.
  • 13:25pm - Panel Discussion

    Natalia, Juanita, Ian and Sabina

    An open discussion with the panel, including some Q&A from the audience.

  • 13:45pm - Networking & Nibbles

    Refreshments and open networking. Encourage managers to connect and share real-world challenges.

  • 15:00pm - End of Masterclass

Meet our Speakers

  • Sabina Onwuka
  • Natalia Monvoisin
  • Juanita Coley
  • Ian Taylor

Sabina Onwuka

Sabina Onwuka is a multi‑award‑winning customer experience consultant, strategist, international keynote speaker, and industry judge, with 25 years of hands‑on leadership across financial services and the public sector. Recognised among the Top 50 Women Shaping the Future of Customer Experience in 2024, a finalist for Women in CX Leader of the Year 2025 and recognised amongst top 50 incredible people shaping CX in 2025, Sabina has built a reputation as a catalyst for transformative, people‑centric service delivery.

Currently serving as Head of Customer Services for the Barking and Dagenham Council, Sabina has led major operational transformations. Her most recent achievement involved implementing an inclusive speech analytics and AI platform. This innovation dramatically improved support for vulnerable residents, enabling the council to proactively identify individuals in need, respond with empathy and urgency, and enhance overall accessibility. This innovation won bronze at the esteemed European Contact Centre & Customer Services award in 2025.

Sabina’s leadership is defined by combining digital innovation with deep human insight. She successfully transitioned her service teams from traditional office‑based setups to fully remote, cloud‑enabled operations, while embedding psychological safety, fostering motivation, and empowering employees to elevate customer interactions.

A passionate coach and mentor, Sabina brings creativity, operational rigor, and a genuine desire to exceed expectations. Her ethos bridges technology and compassion, making her a standout voice in ethics‑driven CX.

SabinaO

Natalia Monvoisin

Natalia Monvoisin is a senior customer operations and experience leader with over 25 years’ experience transforming complex, high volume service environments across local government, financial services, utilities, and telecommunications.

Currently Strategic Head of Resident Experience for the London Borough of Barking & Dagenham, she leads multi site customer contact, digital services, complaints, and Voice of the Customer for services supporting millions of resident interactions each year.

Natalia is known for turning administrative burden into strategic advantage. She has led large scale AI enabled and data driven transformation programmes, including omni channel CRM implementation, conversational automation, advanced analytics, and lean process redesign, delivering nearly £1m in annual savings, double digit NPS improvements, and sustained service performance through periods of extreme disruption, including COVID 19.

Her work focuses on eliminating “administrative debt” that traps leaders in spreadsheets and manual oversight. Through intelligent automation, zero click management practices, and insight led service architecture, Natalia helps leadership teams reclaim time, shift from AI resistance to AI fluency, and refocus capacity on strategy, outcomes, and value creation.

Natalia brings a grounded, real world perspective to AI adoption rooted in operational reality, not hype, showing how service leaders can safely unlock productivity, resilience, and performance at scale.

Natalia M

Juanita Coley

Juanita Coley is best known as the “Contact Center Whisperer” the CEO and Founder of Solid Rock Consulting. Solid Rock Consulting is a workforce management consulting firm. We are the people brands call to elevate and scale their customer experience.

From teen mom to tech maven, Mrs. Corporate America 2022, Most Influential Tech Advisor and 2022 Top 25 Thought Leader. Juanita and her team of consultants has a global presence spanning the US, Canada, and EMEA markets.

Juanita has worked with some of the leading tech brands like Google, Zoom, Five9, NICE etc and shared platforms with former president George W. Bush and actor George Clooney.

While Juanita has had an impressive career she’s just getting started. Her mission is to impact a million women & minorities making careers in Tech more visible and accessible, while having a transformative impact on the customer experience industry.

Juanita C

Ian Taylor

Ian Taylor is the Head of Sales for Avoira Xperience.

From Primary School in Egypt, to building Formula 1 Websites in the dotcom bubble, to working with education and in the past 7 years, bringing to market a Multi Award Winning Speech Anlaytics deployment, delivered by a highly talented contact centre skilled team.

Having deployed the largest Speech Analytics deployment in the UK, for UK Government, serving over 12,000 staff, analysing over 90,000 calls per day, Ian has experience of working with huge voice AI deployments, the pitfalls and success areas, as well as working with innovative people like London Borough of Barking and Dagenham, Insurance firms, Pension, Financial Services and much more.

Avoira and Ian have always been keen on how the mass scale of voice Ai tech can help people be less stressed in their jobs and vulnerable callers can have their voices heard. Having developed over 70 vulnerable customer identifiers for UK callers and refining what abuse to staff looks like, we hope to use tech for good.

 

Ian T

RSVP Here

We would really appreciate it if you would RSVP (Yes or No).  This way we can keep those of you who can make it up to date, and we can inform you if there are any last minute changes.

RSVP Here
Location

Location

The event will take place at AWS London HQ, Shoreditch:

1 Principal Pl, London EC2A 2FA

When arriving at the AWS HQ, you will need to bring some formal identification to access the building.  This is typically a driving license or passport.