This CCMA Leadership Report captures key insights from the Emotionally Connected Customer Experience Leadership Forum held in November 2025. Senior contact centre leaders from across diverse sectors came together to discuss how they’re maintaining and strengthening emotional connections with their customers in an era of rapid digital transformation and AI adoption.

Discover how organisations are navigating the paradox of automation – where AI handles routine queries while intensifying the emotional demands on the frontline. Learn about moving beyond efficiency metrics to measuring what truly matters, challenging assumptions about channel preference and building the culture required to deliver genuinely emotionally connected experiences.

Download now to read the full report.

About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.


By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Dr Jillian Manner discusses how to put health and wellbeing theory into practice in your contact centre.

Informer – Creating a Culture of Health and Wellbeing in the Contact Centre

Dr Jillian Manner discusses how to put health and wellbeing theory into practice in your contact centre.

Read more »
Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.

Public Services: Connecting Fragmented Journeys

Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.

Read more »
Explore how behaviour, mindset and meaningful development create engaged teams, motivated colleagues and consistently strong outcomes.

Watch: The Importance of Developing your People

Explore how behaviour, mindset and meaningful development create engaged teams, motivated colleagues and consistently strong outcomes.

Read more »

Supported by

Join Today

Not a member?

For details on membership packages and benefits click here.

Join today and get immediate access to member benefits.

Join CCMA »