Don’t Stop! Keep Your Technology Evolving 

You’ve all had the experience of implementing a new contact centre technology; you’ve given it blood, sweat and tears to go live. You celebrate reaching this critical milestone. Everyone is onboard and you enjoy cupcakes in the office. The project team disbands and move on to the next major transformation project.

Wait. What’s next? How do you ensure that your investment not only delivers a return but thrives in your environment? Your customer interactions will keep changing. Your teams will keep learning. Your processes will keep adapting. Your technology cannot stand still, no matter what the application and how big the implementation.

During this highly interactive online seminar we’ll explore the pitfalls of post implementation and uncover stories of success. Leigh Hopwood, CEO at the CCMA, and her panel of industry leaders will share tips and advice for embedding technology into the very fabric of your operations to unlock measurable value.

Hear from Alex Grundy, Head of Customer Experience at Plus Dane Housing, Sabina Onwuka, Head of Customer Services at London Borough of Barking & Dagenham and Jonathan Sharp, CEO at Britannic.

About the Speaker

Alex Grundy, Head of Customer Experience, Plus Dane Housing

Alex is currently the Head of Experience at Plus Dane Housing and has worked in the housing sector for nine years. Prior to that, she held roles in local government, making the transition into the public sector after beginning her career in financial services. Starting as a graduate recruit in a demanding 24/7 call centre environment, Alex has built her entire career around customer service operations in various capacities.

In her current role, she oversees the customer operational teams and leads the delivery of Plus Dane’s Customer Experience Strategy. She recently served as the business lead on the organisation’s unified communications project, successfully implementing 8×8 across the contact centre and the wider business. At present, she is focused on developing a new service delivery model and supporting the implementation of a new repairs system—work that takes place amidst growing pressures from new legislation, system updates, and increased customer demand. Despite the challenges facing the sector, Alex finds the work incredibly rewarding.

Alex is a strong advocate for professional networks and collaboration. She is an active member of the CCMA’s Housing Special Interest Group and currently serves as Deputy Chair of iNetwork’s Transforming and Innovating Public Services programme.

Outside of her role at Plus Dane, Alex is a regular contributor on BBC local radio as a television commentator and critic—something she enjoys immensely for the contrast it offers to her day-to-day work.

Sabina Onwuka, Head of Customer Services, London Borough of Barking & Dagenham

Sabina is an award-winning Customer Experience and Innovation Consultant. She was a finalist in the Leader of the Year Women in CX 2025. Sabina is a Customer Services Consultant, Strategist, and Keynote Speaker who inspires audiences with her dynamic approach. She is also a Coach, Mentor, and thought Leader dedicated to helping companies retain and attract customers through excellent Customer Experience from the frontline. Sabina supports emerging leaders through workshops, fostering team spirit, resilience, and motivation. She is a member of the Standard Advisory Board of the Contact Centre Management Association, Chair of governors at her local primary school, and heads the Customer Services department at The London Borough of Barking & Dagenham.

Jonathan Sharp, CEO, Britannic

With 30 years of experience in business and technology, Jonathan is a leader in customer experience, innovation, and business transformation. His customer-centric, design-led approach has been pivotal in evolving technology solutions, developing new products, and enhancing managed services – helping clients to forge deeper connections with customers and colleagues, while gaining a competitive edge.

Recognised among the top 20 CX professionals in the UK for three consecutive years, Jonathan excels at aligning technology design with customer and employee experiences, as well as strategic business goals. As CEO of a leading UK systems integrator and managed service provider, he has worked with top global tech companies, innovative developers, and end customers to modernise technology systems and redefine customer experiences.

A challenger of the status quo, Jonathan has led diverse teams and guided organisations of all sizes across public and private sectors, helping them achieve tangible business value through effective system design and change management. As a strong advocate for customer-centric strategies, he actively shares his expertise and promotes industry best practices.

Jonathan leads the Britannic team with a clear purpose: to build strong, enduring customer partnerships focused on adding value and delivering exceptional experiences every time.

Open to all.

Learn how to make your technology investment work harder for you after go-live. This session offers expert insights and real-world strategies to help your contact centre tech adapt, evolve, and deliver ongoing value. 

Free to attend.