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
| 09:30 | Registration and Networking | |
| 10:00 | Welcome
Hear the latest news and updates on the CCMA and what to expect from the day. |
Leigh Hopwood, CEO, CCMA |
| 10:15 | Open Mic: Where Are You on Your AI Journey?
Every contact centre leader is on a journey with AI. 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. Where did you start? How far have you come? What lessons have you learnt already? |
Leigh Hopwood, CEO, CCMA |
| 10:45 | Keynote Speaker: AI in Action: Identifying Value and Navigating What’s Next
In this session, Kevin will share his approach to helping organisations identify and adopt impactful AI use cases, define value-driven metrics, and apply a balanced scorecard for a comprehensive assessment. The session will conclude with a forward-looking perspective on what’s next (or already emerging) in the AI landscape. |
Kevin McGachy, Head of Solutions, Sabio |
| 11:15 | Break | |
| 11:30 | Sharing the Journey: Making AI Work
Our member will share how they are navigating their ongoing journey to bring AI into the heart of their contact centre. |
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| 12:00 | Panel Discussion: Beyond the Hype to Deliver Value
AI promises efficiency, personalisation, and cost savings—but with reports suggesting that early adopters may not be delivering the value promised, what does it really take to make it succeed in the contact centre industry? This panel brings together views from operations, technology, and customer experience to debate the critical success factors for AI adoption. From workforce transformation and data quality to ethical deployment and customer trust, we’ll explore the tensions between ambition and reality. Expect candid insights and actionable takeaways to help you move from experimentation to impact. |
Hosted by Leigh Hopwood, CEO, CCMA
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| 12:45 | Final Comments and Close | Leigh Hopwood, CEO, CCMA |
| 13:00 | Lunch | |
| 13:30 | Close | |
About the Speakers
Carl Bishop, Head of Operational Excellence, The AA
Carl leads strategic initiatives to transform Contact Centre Operations including leveraging automation and AI. Focused on delivering exceptional customer experience , operational efficiency, and enhanced agent engagement, Carl drives positive, tech-enabled change. His leadership blends innovation with a deep understanding of operational dynamics, enabling sustainable improvements across complex environments. Carl is passionate about shaping the future of customer operations through data-driven, tech-enabled excellence and continuous improvement.
Wendy Swash, COO, Moneypenny
Moneypenny is a people-first leader who plays a central role in shaping Moneypenny’s culture and success. As COO, Wendy brings energy, empathy, and clarity to everything she does, ensuring teams feel empowered, supported, and equipped to thrive in a fast-moving business. Known for her instinctive approach to change and her belief in leading from the front, Wendy champions innovation that works for people, not just processes. Her passion for delivering brilliant service internally and externally continues to help to drive Moneypenny’s growth and reputation and cement its status as a standout force in the industry.
Supported by
Where and when?
Date: Wed 3 Dec 2025
Time: 09:30 - 13:30
Location: Virgin Media O2, Manchester
Who is it for?
This event is for those who own and / or implement the AI strategic vision within your contact centre. Open to members and non-members.
Why should you go?
Network with peers and learn from others.
How much is it?
Free of charge.
Become a member for
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- Discounts on training
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- A huge peer network
Join today for immediate access.