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.
- 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.
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| 10:15 – Open Mic: What Insight Are You Acting On Right Now?
Great customer experiences don’t happen by accident. In this session Kate will be asking you the questions to find out what data you’re accessing, what’s stuck in reporting and how you’re using that insight today to make change within your operation or in the wider business. We’ll also see capture the common blockers (ownership, time, confidence, cross‑team dependencies) and the quick wins that help you turn ‘knowing’ into ‘doing’ faster.
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| 11:00 – Making the Right Trade‑Offs: Protecting CX When Operational Pressure Is High
When demand rises, budgets tighten or performance is under scrutiny, you’re often forced to make fast trade‑offs between efficiency, quality, people capacity and customer experience. Many of these decisions look right in the moment, but their impact on customers, colleagues and cost only shows later. In this session, Patricia will focus on how you can use insight day to day to make better calls under pressure. We’ll explore how to spot early warning signals in customer and colleague data, where teams unintentionally erode experience while trying to fix performance, and how practical investment in people, process and service design can stabilise outcomes faster than blunt cost control. You’ll leave with clear guidance on what to pay attention to, what to challenge, and how to balance short‑term delivery with sustainable results, without needing a major transformation programme.
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| 11:30 – Break | ||
| 11:50 – Real-Time CX Insight at Scale: TUI’s Story
TUI will share how they moved from insight as ‘analysis’ to insight as a day‑to‑day operational tool, turning customer conversations into actionable signals at scale. You’ll hear how they reduced payment‑related contacts by 40%, uncovered issues that weren’t visible through traditional reporting, and saved over 100,000 frontline colleague hours a year by using insight to target the right problems and remove avoidable demand. This isn’t about dashboards, it’s about decision speed and what happens next once insight appears. Jack will focus on how they spotted the patterns worth acting on, how they prioritised what to fix first, and how to translate insight into changes that stick across process, journey and frontline behaviour.
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| 12:20 – From Insight to Action: What Will You Do Differently on Monday?
After hearing the thinking and the examples, it’s time to turn the insight into small, achievable actions that you can realistically implement in your own environment. We’ll take a common operational challenge, such as repeat contacts, avoidable demand, quality drift or team capacity pressure, and explore how to use the insights already available to identify one change you can make in the next 30 days.
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| 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.
Supported by
Where and when?
Date: Thu 18 Jun 2026
Time: 09:30 - 13:30
Location: TUI, Swansea
Who is it for?
This event is for contact centre leaders and managers who run departments.
For a limited time only, we’re welcoming a small number of non-members to come and experience the CCMA community.
Why should you go?
Network with peers and learn from others
How much is it?
Free of charge
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.