Organisations increasingly recognise that learning and development must go beyond standalone training programmes. To deliver real value, development needs to be intentionally aligned with business strategy, future capability needs, and the organisation’s long-term vision.
During this event, we will explore how contact centre leaders are designing development programmes that directly support strategic priorities, strengthen leadership pipelines, and enable teams to perform in an evolving customer environment. Through interactive discussion, expert insight and practical case study examples, we will examine how organisations are moving from learning activity to meaningful impact.
Hear from industry leaders as they share how they are embedding development into everyday work, focusing investment where it delivers the greatest value, and ensuring learning translates into measurable improvements in performance, engagement and customer experience.
Join fellow contact centre leaders to exchange ideas, challenge thinking and explore how development can become a powerful driver of organisational success.
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. Kate Knowles, Director of Services, CCMA |
| 10:15 – Open Mic: Aligning Development to Strategy and Vision
For learning and development to truly deliver impact, it must be more than a collection of training initiatives – it must be intentionally aligned to the organisation’s strategy and long-term vision. This open mic session explores how development programmes can be designed to directly support business priorities, ensuring that learning not only builds capability but also drives measurable organisational outcomes. Kate Knowles, Director of Services, CCMA |
| 11:00 – Keynote: Turning Learning into Lasting Impact
Developing contact centre teams is about more than improving performance today; it’s about creating sustainable career pathways, building leadership capability, and strengthening succession pipelines for the future. This keynote will explore how organisations can move beyond traditional “training events” and instead create development experiences that are continuous, visible, and meaningful. When learning is embedded into everyday work and aligned to strategic goals, it becomes a powerful engine for engagement, growth, and long-term organisational success. Mike Axford, Learning & Development Consultant, MA Training Solutions Ltd |
| 11:30 – Break |
| 11:50 – Case Study: Aligning Learning to Strategy in Practice
Hear how United Utilities are aligning their learning and development programmes to their organisational strategy and long-term vision. Discover the practical steps they’ve taken to ensure development initiatives support business priorities, strengthen capability across the operation, and deliver measurable impact. Alison Heap, Customer Service Manager, United Utilities |
| 12:20 – Panel Discussion: From Learning Activity to Strategic Impact
In today’s rapidly evolving contact centre environment, development programmes must do more than deliver training – they must enable performance, support organisational strategy, and improve customer outcomes. The discussion will go beyond theory to focus on the real decisions leaders make: what development initiatives they prioritise, what they’ve deliberately stopped doing, and how they ensure learning investments translate into meaningful behavioural change on the floor. Expect practical insights into how development programmes can genuinely move the dial for both people and customers. Hosted by Mel Lomax, Learning and Accreditation Manager, CCMA
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| 13:00 – Lunch |
| 13:30 – Close |
Mike Axford, Learning & Development Consultant, M A Training Solutions Ltd
Mike has over 30 years of contact centre experience and is a passionate, highly skilled trainer specialising in Customer Experience. He has designed and delivered a wide range of learning programmes for advisors and managers in the UK and internationally. Known for his engaging style, Mike brings theories and techniques to life with confidence and energy. A dedicated Learning & Development professional, he holds the CITP (Certificate in Training Practice), CIPD.
Katalin Gulyas, Head of Customer Interaction, Worcester Bosch
With more than a decade of experience across HR, Logistics and Strategic Initiatives within the Bosch Home Comfort Group, Kata has built high‑performing teams and delivered major improvements in Logistics, Customer Service, Continuous Improvement and Employee Engagement. Driven to empower people to reach their potential, Kata links individual development with broader business goals and actively promotes cross‑functional moves to expand networks, strengthen capability and enhance collaboration. She believes that long‑term organisational success relies on purposeful investment in people and a culture that enables them to thrive and succeed.
Ingrid Brackley, Head of Customer Service, NHS Property Services
Ingrid is a customer service and contact centre leader with over 20 years’ experience turning operational delivery into strategic impact. She leads in‑house teams to build capability that delivers measurable results; better customer experiences, reduced demand and stronger colleague engagement. She brings practical, real‑world insight into making development stick. Her work focuses on connecting customer and colleague experience, continuous improvement, customer insight and technology change, ensuring transformation delivers lasting value rather than short‑term fixes.
Alison Heap, Customer Service Manager, United Utilities
Alison is a Customer Service Manager with 30+ years’ experience across Banking, Financial Services, Telecoms, and Gas & Water, plus a decade in management consulting delivering major programmes for leading organisations. She leads with a people‑first philosophy, believing that well‑trained, supported teams create loyal, high‑performing cultures and deliver exceptional service. For the past five years at United Utilities, she has championed service excellence and developed teams dedicated to outstanding customer experiences.
Lauren Jack, Senior Operations Manager, Aegon
Lauren is a seasoned customer contact professional with 18 years’ experience, beginning in travel and tourism sales before progressing through contact centre and management roles. For the past seven years, she has specialised in operational leadership, focusing on colleague experience, customer journey optimisation, and continuous improvement. Lauren leads with autonomy, high standards, and a passion for best practice, consistently enhancing customer outcomes and fostering an empowering workplace that supports customers in achieving long‑term financial security.
Nicky Redfern, Head of Service Performance Improvement, HMCTS
Nicky has 15 years of experience leading service centres across the DWP and HMCTS, with a strong people‑first approach and a passion for delivering exceptional outcomes through others. Formerly Head of Operations for Family Digital Services, Nicky led more than 400 colleagues through significant transformation. Now, as National Services Family Head of Service Performance Improvement, Nicky oversees Change, Workforce Management and Service Improvement teams. Nicky’s focus is on enabling operations to excel – ensuring the right skills, efficient processes and continuous improvement through technology drive high‑quality, sustainable performance.
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Where and when?
Date: Fri 12 Jun 2026
Time: 09:30 - 13:30
Location: United Utilities, Warrington
Who is it for?
This event is for contact centre leaders and managers who run departments or larger units.
CCMA members only
Why should you go?
CONNECT and share insight with fellow industry peers.
How much is it?
Included within the cost of your membership.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.