The contact centre landscape is evolving rapidly. Roles are shifting, workforce models are being redesigned, and leaders face increasing pressure to balance performance, technology, and employee wellbeing.
Join us as we bring together senior contact centre leaders for a focused, practical day exploring how organisations can adapt with confidence. Through keynote sessions, expert panels, and interactive roundtable discussions, we’ll examine how culture, workforce design, and capability building must evolve to meet changing customer and business demands.
Attendees will gain practical insights into redesigning roles and skills for the future, supporting people through change, and building credible career pathways. We’ll explore how smarter use of technology can help identify skills gaps and personalise learning, while also addressing a critical challenge: sustaining a healthy, resilient workforce.
Agenda
11:00 – Welcome
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| 11:15 – Keynote: Culture is the Real Boss
A candid, energising keynote for contact centre leaders that shows how values drive decisions, momentum and performance. How do you spark momentum, build shared ownership, and align everyday behaviours with a purpose, so people feel confident and equipped to move together? Expect real-world insights on navigating external pressures and local realities, turning uncertainty into focus, and creating a resilient, customer-first culture that works.
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| 11:50 – Building Talent That Stays: Skills, Growth and the Real EVP
Contact centre leaders are under pressure to grow capability at the same time as expectations from employees continue to rise. This session focuses on how organisations develop, engage and retain the talent they already have – by understanding which skills will matter most, how roles are evolving, and what genuinely makes people want to stay and grow inside an operation. Drawing on front‑line insight into workforce expectations, Katy will explore how leaders can move beyond surface‑level perks to shape an authentic employee value proposition that reflects real development, meaningful work and clear progression. The session offers practical thinking to strengthen talent from within, reduce churn, and build a workforce fit for the next phase of the industry.
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| 12:20 – Roundtable Discussion: Impact of Role Change
From frontline to team leaders, managers to directors, roles across the entire contact centre operation are changing. We’ll explore the impact of these changes on the people and what we can do to ease the pressure.
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| 13:00 – Networking Lunch |
| 13:45 – Debate: Frontline Insights Powers Future Pathways
The panel will explore how smarter technology and new work in the contact centre is giving way to emerging roles and shaping new opportunities. They’ll discuss how the knowledge and experience from working on the frontline is being redeployed as the operating model adapts, unlocking progression for all. Expect practical perspectives on building visible, credible career pathways from the frontline through to senior leaders. Hosted by Chris Ward, Content Lead, CCMA with:
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| 14:20 – Roundtable Discussion: Personal Learning Plans
What is your L&D strategy for your teams? How are you, as a senior leader, staying up to date? How are you identifying skills gaps – can AI help? Are you building personal learning plans, based on individual need?
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| 15:00 – Networking Break |
| 15:20 – Shaping Success together: The CAMC Story of Confidence, Culture and Collaboration
The Caravan and Motorhome Club’s contact centre leadership team turned a challenging moment into a powerful opportunity to reimagine how they support members and colleagues. By embracing innovation, strengthening collaboration, and placing people firmly at the heart of every decision, they built something better than before. In this session, Phil shares the human stories behind their award‑winning transformation: how innovation, transparency, and a people‑first culture turned disruption into a stronger, smarter, more resilient operation.
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| 15:50 – Q&A + Final Thoughts
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
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| 16:00 – Networking Drinks and Close |
About the Speakers
Lee Houghton, Leadership Coach & Operational Excellence Specialist, Get Knowledge
Lee is a leadership coach, recently recognised as National Coach of the Year at the National Coaching Awards 2026, and author of The People Puzzle. He believes high performance isn’t forced – it’s felt. With a straight‑talking, heart‑led approach shaped by years of operational experience, Lee helps senior leaders and teams solve the real puzzle behind performance: people. As co‑founder of Get Knowledge, he partners with organisations to transform leadership behaviours, embed culture, and create environments where people choose to bring their best. Known for blending challenge with warmth, Lee’s sessions cut through the noise, provoke fresh thinking, and leave leaders with practical tools they can use the very next day.
Katy Bevan, Founder, Stellify
With over a decade in FTSE organisations, Katy has supported 1,000s of people into new roles, unlocking high performance and growth. This experience has given her a clear view of what’s really creating movement across the industry and redefining how contact centre teams are built. By addressing root causes first, Katy ensures roles are built to last. Bold, inquisitive, and unafraid to challenge the brief, she partners with businesses to build resilient customer functions that evolve with the demands of a changing industry. Her company, Stellify, combines strategic consultancy and recruitment to uncover and solve the real hiring and retention challenges facing contact centre teams.
Bill Wilson, Channel Strategy Lead, Severn Trent Water
Bill is a highly experienced and award‑winning digital leader with over 25 years in fast‑paced, service‑driven environments. Known for delivering results on time and on budget, he blends strategic vision with operational excellence to consistently exceed expectations. Bill’s career is grounded in customer focus, lean thinking, and engaging leadership, supported by a talent for creative problem‑solving and exceptional communication at every level. His expertise spans customer experience, digital strategy, e‑commerce, conversational AI, transformation, and continuous improvement. With a passion for extraordinary customer outcomes, Bill brings energy, insight, and a motivating, people‑centred approach to every challenge.
Lisa Range, Chief Commercial Officer, Tyl by NatWest
With over 25 years in contact centre leadership and 15 years in the Payments industry, Lisa blends deep operational expertise with strong commercial acumen. Known for her people‑first leadership grounded in trust, empowerment, and accountability, she builds high‑performing, high‑trust teams that deliver exceptional customer and business outcomes. Passionate about transforming colleague and customer journeys through intuitive, human‑centred technology, Lisa brings clarity, energy, and a relentless focus on real‑world value. Her straight‑talking, impact‑led approach makes her a standout voice shaping the future of customer interaction.
Simone Golden, Senior Operations Manager, Vodafone
With 15 years at VodafoneThree, including the past five in contact centres, Simone leads initiatives that link performance, people, and operational strategy. She drives the company’s strategic transformation across all Assisted Channels and oversees end-to-end specialist operations spanning Social Media, VIP, Sales & Service Analysis, Fraud, and Retail complaints. Her remit also includes contact centre property and long-term strategic planning, shaping environments and capabilities that evolve with customer, agent, and digital needs. Prior to moving into contact centres, Simone spent 10 years in a variety of retail store roles, building a strong frontline foundation and passion for the industry.
Philip Hardy, Head of Operations, Caravan and Motorhome Club
Philip brings more than 35 years of experience leading operations in the Travel & Tourism and Financial Services sectors across EMEA, the USA, and Asia. He focuses on creating strong customer experiences by supporting and engaging the people who deliver them. Philip’s work includes integrating AI and new technologies in practical ways that enhance – rather than replace – frontline roles. Combined with his commitment to apprenticeship programmes and community initiatives, he helps build positive, high-performing cultures that contribute to modern contact centre operations.
Jennifer Lee, President and Co-CEO, Intradiem
Jennifer’s journey from frontline CSR to CEO has shapes her commitment to building responsive, resilient and purpose-driven organisations – an ethos embodied by Intradiem, a company focusing on transforming customer service operations through dynamic workforce orchestration and people-first innovation.
Matt Rumins, Vice President, Sales & Customer Experience UK&I, Intradiem
Matt is a seasoned leader in customer service transformation, with a career dedicated to enhancing agent performance and customer experience. A frequent speaker at industry events, Matt brings valuable insights into the evolving technology landscape and its impact on both agents and customers.
Supported by
Where and when?
Date: Wed 13 May 2026
Time: 10:30 - 17:30
Location: Hotel VOCO, Manchester
Who is it for?
Designed for senior people leaders, including C-suite executives, Directors, Heads of Function and Heads of Department, this event focuses on the strategic challenges of leading workforce change, capability, culture, and performance. Attendees will gain practical insights and valuable peer perspectives.
How much is it?
Included as part of CCMA membership.
£99+VAT for non-members
Why should you go?
Designed for leaders navigating transformation, this event offers an opportunity to step back from day-to-day pressures, exchange perspectives with peers, and leave with practical ideas that can be applied immediately.
Join us for an engaging and thought-provoking day focused on enabling your people, strengthening performance, and preparing your operation for what’s next.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.