Supported by:
Get ready to be inspired by the people and stories driving real change in customer contact. Built to Lead: Turning Ambition into Action brings together winners of the UK National Contact Centre Awards and leading industry voices to share how they’ve transformed bold ideas into meaningful results. From innovative uses of AI to culture-first leadership, this event will showcase practical insights, proven strategies, and the people-centric approaches that are shaping the future of our industry.
A key benefit for CCMA members, we are inviting you to come together, to be inspired and network with senior leaders and industry colleagues.
Taking place on the top floors of the QE11 Centre in Westminster, in a private event suite, with stunning views of the Houses of Parliament, Big Ben and Westminster Abbey, delegates will have the opportunity to meet and listen to award winning contact centre professionals, whilst exploring the latest technology and meeting with potential partners in a small expo.
Hear the inspiring stories behind the UK National Contact Centre Awards winners and industry experts. Don’t miss out — check out the full agenda below.
Registration and Networking
Dreaming Big
As our industry prepares for the future, so does the CCMA. Leigh will share how the CCMA continues to support contact centre professionals and how you can take advantage of the opportunities available
The Future is Not Written
From AI-driven transformation and the rise of digital colleagues to the evolution of human roles and proactive customer care, Stephen and Nicola will discuss the trends, threats and opportunities set to define the contact centre industry in the coming months and years ahead.
Lloyds Bank: At the Heart of the Fight Against Organised Crime
The Complex Fraud and Investigations (CFI) team at Lloyds plays a unique role ensuring that customer accounts are safe from fraud and that contact centre colleagues can do their jobs without the stress of dealing with fraudsters.
Dan shares the team’s innovative approach to fraud prevention and tackling organised crime. He highlights some of the unique attempts at fraud they’ve experienced, why an attempted attack on the bank’s IVR system led to new learnings about fraudster activity, and why collaboration has been a critical factor.
UKNCCA Gold Winner: Change & Innovation Team of the Year (CX)
Check In: Your AI Journey
We all want to know where everyone else is on their AI journey. Are you behind the curve or is someone doing something that you could be doing? During this open mic session, Kate will be asking you to share your progress, tapping into use cases that focus on supporting colleagues, where AI is delivering for CX and how this new technology is transforming operations through the use of powerful insights.
Networking Break – Visit the Experts
Customer Vulnerability: Breaking Down Barriers
Vulnerability is something all contact centres are dealing with. For this council, their Vulnerability Project focused on improving the support for vulnerable residents.
Sarah discusses the mechanisms that helped this project get off the ground, and why pushing boundaries and delivering ‘relentless innovation’ have been fundamental to its subsequent success, which includes closing over 13,000 cases in less than a year, a 13% reduction in the existing repairs inbound queue and a 97% satisfaction rate in post-case surveys.
CX & AI: What’s Possible?
AI is transforming customer experience—fast. Advancements in computing power, synthetic data, and new language models are reshaping how we engage with customers. The AI Agent era is here. A future of experiences, enhanced by AI. Are your strategies ready? Stu will break down what’s happening and what’s coming.
Restructure Results in ENPS Uplift at The AA
In 2022, the AA merged three siloed contact centres to align processes and strengthen their collective impact. After a restructure that impacted colleagues, Kate will invite the team to reflect on how the QA function has transformed with a new framework focused on measuring real customer outcomes and how they have overhauled their resource planning, from revamped shift patterns for 2,300 frontline colleagues to introducing flexible working. The result is a significant increase in Employee Net Promoter Score with a more engaged team.
UKNCCA Gold Winner: Quality Team of the Year, Contact Centre Support Team of the Year
Kate will be joined by:
Networking Lunch – Visit the Experts
Panel Debate: A Contact Centre Strategy for Tomorrow
The opportunities and challenges industry leaders are facing today require a different contact centre strategy for the customer and operation of tomorrow. Gone are the days of trying to do more with less. Total transformation is the order of the day.
During this panel debate, we’ll uncover how leaders are adapting to the strategic challenges around them; from the onslaught of AI on a backdrop of rising costs, to streamlining channels that work and the endless chase to meet customer expectations. How do contact centre leaders need to think differently and adapt their operations to meet the needs of tomorrow?
Leigh will be joined by:
A Learning Culture That Delivers
Jaguar Land Rover is transforming as a brand, and within the contact centre it is no different – redefined colleague development and establishing a learning culture that’s immersive, practical and feeds into the wider company vision of ‘Customer Love’.
From extending its induction program to four weeks, to relaxing its dress code, providing an open desk policy for more fluid cross-departmental working, providing ‘new product immersion’ sessions and a range of in-house and virtual training opportunities, Marlon will explain how prioritising employee satisfaction has helped to drive client satisfaction at JLR.
UKNCCA Gold Winner: Best Contact Centre Culture
Networking Break – Visit the Experts
Building a People Focused and Positive Culture
What makes Heineken’s contact centre a great place to work? Paul details the global drinks brand’s focus on its people, the culture it has nurtured and the leadership secrets behind why its customer care team was able to thrive and hit significant performance targets last year, including First Contact Resolution of 75% on a target of 70% and Average Speed of Answer of 39 seconds on a target of 45 seconds.
UKNCCA Gold Winner: Leadership Team of the Year in a Small Contact Centre
Presentation of Futures Graduates
Let’s recognise the first cohort of future leaders who will be presented with their certificates having passed the Futures: Leadership Programme, accredited by the CCMA.
Experiences That Shape Us
This year’s keynote will take a more personal turn, with an inspiring session that goes beyond the corporate lens. Our guest keynote speaker will share reflections of the mind, how our experiences shape our reactions and our destiny, and how to feel good about yourself in order to achieve your dreams. It’s a chance to pause, connect and be reminded that we are human, and as humans we have some fundamental psychological needs.
Our keynote speaker will be announced very soon!
Close: A Final Thought
Closing this year’s conference, Leigh will reflect on the day and provide one final thought for you to take away.
Close and Networking Drinks with The Experts
