From Insight to Impact: CX Done Right

Customer expectations continue to rise, and organisations are under pressure to respond faster, smarter, and with greater confidence. This CONNECT event focuses on turning data and insight into action and helping teams move from analysis to impact in minutes, not weeks.

This is about going beyond dashboards and reports to make insights usable and valuable across the customer journey.

Here’s what to expect at this in-person CONNECT event:

Our keynote speaker will share how investing in people and experience drives healthier, long-term growth.
Hear how TUI transformed weeks of analysis into minutes, cutting payment contacts by 40%, uncovering hidden issues, and saving over 100,000 agent hours annually.
Hear from our panel of senior leaders on what it really takes to turn insight into action, breaking down silos, accelerating decision-making, and making insight stick across the organisation.
Explore how faster, more connected insight can help teams prioritise the right problems, respond with confidence, and deliver measurable business outcomes.

Connect with peers, share practical perspectives, and leave with ideas you can take back and apply immediately.

Agenda

	09:30 – Registration and Networking
	10:00 – Welcome Hear the latest news and updates on the CCMA and what to expect from the day. Kate Knowles, Director of Services, CCMA
	10:15 – Open Mic: How are you using data and insights to drive your CX strategy Great CX doesn’t happen by accident. In this session our Director of Services, Kate, will be asking you the questions and exploring how actionable data and real customer insights are helping contact centres design better experiences. She’ll uncover who is using those insights to make fundamental business change for the benefit of customers. Kate Knowles, Director of Services, CCMA
	11:00 – Keynote: The Secret to Healthy Growth During economic pressure, organisations often streamline operations or adjust prices to steady performance, with customer impact emerging more gradually. Because customers don’t react immediately, these tactics can appear effective in the short term. Yet as satisfaction declines, loyalty and retention naturally weaken. You can counteract this impact. Reinvesting in people, service quality and experience increases costs first, but boosts CSAT early and strengthens long‑term, sustainable profitability. When businesses align both timelines, they build resilience, trust and healthier growth.
	11:30 – Break
	11:50 – Real-Time CX Insight at Scale: TUI’s Story Discover how TUI transformed customer conversations into real-time insights, cutting payment contacts by 40%, unlocking hidden challenges and saving over 100,000 frontline colleague hours a year. Jack Orbell, Senior CX Manager, TUI
	12:20 – Roundtable Discussion: Using Insight to Drive CI How are you using insights to drive continuous improvement in your contact centre? During this roundtable session we will explore how organisations are turning customer conversations, feedback and operational data into practical actions that improve performance, journeys and outcomes. Kate Knowles, Director of Services, CCMA
	13:00 – Lunch with Optional Site Tour
	13:30 – Close

About the Speakers

Jack Orbell, Senior CX Manager, TUI

Jack Orbell is a Senior Customer Experience Manager with a proven track record of transforming customer journeys through data-led insight and innovation. With experience across retail, frontline customer service, quality, and continuous service improvement, he brings a well-rounded understanding of contact centre operations. He is responsible for identifying key pain points and delivering initiatives that reduce contact demand, improve CSAT, and drive commercial performance. Jack has led the rollout of identification and verification across five European regions and introduced robotics to enhance efficiency. He is focused on becoming an AI champion, leading innovation and driving large-scale transformation across customer experience.

Amit Namjoshi, Executive Director for Microsoft Technologies in EMEA, TTEC Digital

Amit is an ardent promoter of collaboration and collective excellence, with a passion for using technology to accelerate growth and transform lives in Customer Experience. As Executive Director for Microsoft Technologies in EMEA, he leads Microsoft Delivery, the CCaas Practice and is involved in AI transformation programmes across the region. With over two decades of global experience across technology, engineering, marketing, and customer experience, he has built and scaled practices from the ground up, delivered complex digital transformations, and pioneered innovative delivery models. Amit brings energy, creativity, and an outcome-driven mindset to every engagement, with a proven track record of leading multicultural teams and shaping strategic customer relationships.

Agenda

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This event is now fully booked