Join us for a high-impact day focused on what separates good contact centres from truly great ones. Hear directly from industry leaders on how to build a culture of innovation, learn from real-world transformation case studies, and explore what tomorrow’s operating model looks like in practice.
Engage in peer-led discussions on omni-channel strategy and the metrics that genuinely drive performance, not just reporting.
Connect with fellow senior leaders, exchange proven best practices, and leave with practical, actionable strategies you can take straight back to your operation.
Agenda
| 09:30 – Arrival and Networking |
10:30 – Welcome
|
| 10:55 – Keynote: Building a Culture for Innovation
Innovation isn’t just about technology, it’s about mindset. In today’s rapidly evolving customer experience landscape, contact centres must go beyond incremental improvements and embrace a culture where creativity, agility, and continuous improvement thrive. Mel will explore practical strategies for embedding innovation into everyday operations, empowering teams to challenge the status quo, and discuss what it takes as a leader to create an environment where innovation and change becomes part of every day operations.
|
| 11:15 – Creating a Digitally Leading Operation
There is no doubt that technology can deliver greater efficiencies, drive up productivity and enable the frontline to deliver great customer experiences. Building a digitally leading operation to take full advantage of the technology available takes a strong understanding of the IT landscape, clear objectives and solid change management that takes your people on the journey. During this session, we’ll hear how Veygo is on this journey of transforming their operation.
|
| 11:35 – Roundtable Discussion: Tomorrow’s Operating Model Today
How do you deliver customer contact? Taking into account your people and technology infrastructure, what does tomorrow’s operating model look like?
|
| 12:00 – Networking Lunch |
| 13:00 – Debate: Time to Change the Metrics
How do you measure the performance of your contact centre? How do you measure the impact of your contact centre? And how do you prove that your operation is delivering value? We’ll explore why organisations are revisiting their KPIs at an operational level, and what the emerging strategic metrics are that are giving you a voice in the Board room. Hosted by Chris Ward, Content Lead, CCMA with:
|
| 13:40 – Roundtable Discussion: Is True Omni-Channel Coming Back?
What are your emerging channels? Are you delivering the same experience regardless of channel? Do your customers want a joined up approach? And how do you integrate your channels to meet customer expectations?
|
| 14:00 – Networking Break |
| 14:20 – The Tools and Support to Thrive
How do you get the best out of your teams – making sure that they have all they need to do their job without their hands tied behind their backs. What does the frontline need today; a single view of the customer, the knowledge to answer customer queries, the skills to handle the challenging conversations and the support network around them. Hear about the journey that StepChange Debt Charity is on to continue to evolve the support for their frontline as they continuously have emotive conversations with customers.
|
| 14:40 – Q&A + Final Thoughts
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
|
| 15:30 – Close |
Mel Lomax, Learning & Accreditation Manager, CCMA
Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations. Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.
Ian Edwards, Chief Operating Officer, Veygo
Ian is a transformational operations leader with over 20 years’ experience reimagining how organisations deliver value at scale. Spanning both private and public sectors, he has led large-scale, customer-facing functions and complex back-office environments, consistently building high-performance, customer-centric businesses. Ian is passionate about redefining operating models for a digital age – combining operational excellence with emerging technologies to unlock smarter, more adaptive organisations. A strong advocate of the power of purpose, Ian believes sustainable performance is achieved when culture, purpose, and technology come together to empower people and elevate customer experience.
John Murphy, Head of Customer Excellence, NHS SBS
John brings extensive experience in establishing and managing shared service centres, with a particular focus on designing services from the customer’s perspective. Currently serving as Head of Customer Excellence at NHS Shared Business Services (NHS SBS), a joint venture between the NHS and Sopra Steria, he is leading the transformation of the NHS SBS contact centres onto a new technology platform that integrates financial services, procurement services, and IT support. This programme includes the implementation of Agent Murphy, an AI‑driven interface that supports customers seeking general assistance.
Lucie Child, Head of Customer, Transport for Greater Manchester
With a background spanning public and private sectors – from retail and financial services to heritage – Lucie brings a fresh perspective to how organisations connect with the people they serve. She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences. Today, as the Head of Customer at Transport for Greater Manchester, Lucie is on a mission to make the customer experience the best it can be across every touch point.
Dan Allen, Deputy Director of Member Services, National Residential Landlords Association
As part of his current role at the NRLA, Daniel leads operational and digital transformation across member support, contact centres and self-service channels. Operating at the intersection of technology, people and policy, he works to meet increasing member demands and expectations. Daniel has a particular focus on AI-enabled member engagement, automation and conversational intelligence. He regularly speaks on operational leadership, digital change and the future of membership organisations, focusing on practicality, hands-on delivery and measurable impact.
Gareth Brophy, Vice President of Customer Experience and Back Office Capabilities, The DDC Group
Gareth has over 25 years of valuable experience as a contact centre leader, working across a range of industries and operational setups. In his current role, he focuses on enhancing customer experience and capabilities. Gareth is passionate about optimising performance by empowering people, streamlining processes, and leveraging technology to build strong future forward operations. His extensive leadership background in prominent organisations reflects his deep understanding of what drives positive customer outcomes and effective service delivery.
Chris Lovell, Contact Centre Service Delivery Manager, Step Change Debt Charity
Chris leads digital operations across customer service at Step Change Debt Charity. With a strong background in operational leadership, he focuses on the practical and responsible use of AI and automation to enhance service performance and client outcomes. He is particularly interested in embedding digital systems into day‑to‑day operations in ways that are measurable, ethical, and resilient. Chris’ work centres on performance management, digital service delivery, and scaling automation while maintaining a clear focus on the people delivering and receiving the service
Ed Winfield, VP Global Partnerships Director, Content Guru
Content Guru deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.
Supported by
Where and when?
Date: Tue 3 Mar 2026
Time: 09:30 - 15:30
Location: Hotel VOCO, Manchester
Who is it for?
This event is designed for operational leaders who are striving to build high-performing, efficient, and compliant operations whilst fostering an engaged workforce.
How much is it?
Included as part of CCMA membership.
£99+VAT for non-members
Why should you go?
Connect with fellow senior leaders, exchange proven best practices, and leave with practical, actionable strategies you can take straight back to your operation.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.