How to… Succeed with AI – London

Every contact centre leader is on a journey with AI, but where do you start? Many are in the exploratory phase, under pressure to identify use cases to ‘use AI’, while others have secured investment through strong business cases and are looking for the ROI.  

The CCMA has teamed up industry experts, Sabio, to help operational leaders take their first steps in adopting AI. We’ll be exploring key areas for consideration, such as how to prepare your knowledge base for AI, how to integrate Agentic AI with your human team and how to optimise your channel strategy with AI. As well as sharing stories of success, we’ll be educating on the pitfalls too to help you navigate this latest tech opportunity. 

Agenda

About the Speakers

Tania Caporaso, Director – Home Customer Care, EE & BT

With 17 years’ experience in Telco, Dr Tania Caporaso’s more recent focus has been leading and transforming BT’s Consumer Service area from a largely offshore and unoptimistic inhouse and partner operation, to enable onshoring through optimised ways of working, now supporting 8M+ customer calls in the UK.

Delivering key efficiencies, market-leading call centre satisfaction and above industry standard employee engagement has seen her area winning multiple national and international awards, and industry recognition as a result. Most recently she supported the launch of EE as the flagship consumer brand for BT, moving her entire operation from BT to EE.

Teresa Restucci, Head of Customer Experience, Customer Care, British Airways

Teresa is leading customer contact strategy and omnichannel service design to improve satisfaction and efficiency. She joined BA 12 years ago, building breadth across Engineering, Network Development, and Onboard Retail before moving into Contact Centres in 2021. Teresa now oversees transformation across the BA Contact Centre global operations, championing AI‑enabled capabilities—automation, intelligent routing, and knowledge management—to streamline journeys and elevate outcomes. Passionate about empowering colleagues and designing services that genuinely help customers, she brings a collaborative, data‑driven approach to governance, standards, training, and performance, aligning people, technology, and process to deliver resilient, customer‑centric results.

Tracy Kellaway, Executive Director, Global Consumer Carre Operations, Estée Lauder

Tracy Kellaway has 30+ years experience in contact centres and customer service, spanning the Financial Services, Utilities and Retail sectors. Currently responsible for Global Consumer Care Operations for the Estée Lauder Companies, Tracy is focused on helping her teams deliver Best in Class consumer care and fulfilling the service promise of the company’s multiple prestige beauty brands across the world.

In addition to her role at Estée Lauder, Tracy is an active member of the CCMA, a lead judge for the UK National Contact Centre Awards, a judge for the ECCCSAs, as well as being a regular contributor to the CCMA and their partner’s research.

Sarah Williams, Director Customer Experience, Westminster City Council

Sarah is a seasoned CX professional with over two decades of experience in Customer Service, Strategic Planning and Organizational Leadership. A Head Judge for the national Contact Centre Awards and as the Chief Customer Experience Officer at Westminster City Council, Sarah leads a dedicated team of CX professionals in ensuring that residents, businesses and visitors receive the highest level of service.

With a passion for innovation and commitment to excellence, she drives CX initiatives to enhance the customer journey, streamline processes and implement cutting-edge technologies to meet the evolving needs of the community. Sarah’s collaborative approach fosters strong partnerships both internally and externally, driving positive outcomes and continuous improvement. With her passion for putting the customer first, Sarah is instrumental in shaping Westminster City Councils reputation as a responsive, customer-centric organisation.

Laura Savell, Senior Consultant, Sabio

Laura partners with clients across sectors to uncover gaps and challenges in their customer experience journeys and to prioritise strategic roadmaps. She helps organisations ensure they are leveraging the right technology and implementing the most impactful changes to improve CX. Laura is passionate about helping organisations focus on business outcomes first, ensuring technology investments are aligned to support those outcomes, rather than driving them.

Kevin McGachy, Head of Solutions, Sabio

Kevin leads the AI Practice at Sabio, supporting organisations to adopt conversational and generative AI in ways that deliver measurable business outcomes.
Having built his career through the contact centre industry across operations, customer experience, and technology roles. Kevin brings a practical understanding of the challenges leaders face and how to overcome them.

This event is for those who own and / or implement the AI strategic vision within your contact centre. Open to members and non-members. 

Network with peers and learn from others.  

Free of charge.