UK National Contact Centre Conference 2020 recordings

Free to CCMA members, our promise is no waffle, no sales pitches, just straight talking from industry experts.

Our annual conference aims to keep our members up to date with the latest trends and developments in the industry. This year was no different as we took the UK National Contact Centre Conference online.

Click on the links below to access all of the presentations delivered on the day.

Facing the Future Together with Leigh Hopwood, CEO, CCMA

The World at Large with Amy Cashman, CEO Insights Division, Kantar

The Impact of Changing Customer Behaviour on the Contact Centre with Stephen Yap, Research Director, CCMA

Interview: Transforming for Growth with Steve Oliver, CEO, Music Magpie

Discovering the Possibilities with Smart CX with Aimie Chapple, CEO Customer Management, Capita

Creating the Most Engaging Experience in Banking with Michael Sherwood, Head of Customer Experience, Atom Bank

Getting the Technology Right for Homeworking with Gil Trotino, Director Portfolio Product Management, NICE

Shifting Culture in a Period of Flux with Mark Billingham, Group CX Director and COO, The Very Group

Debate: How is your operation changing? hosted by Sarah Hunt, Membership Director, CCMA with Jonathan Cowie, Chief Operating Officer, Vivid Housing, Liam Smith, Director of Customer Services, Rank Group, and Phil O’Shiel, Director of Operations, Atos

Cupcakes and Candour: What We’ve Learned About Employee Wellbeing with Judith Yates, HR Director, and Helen Beaumont Manahan, EMEA Quality Solutions and CX Manager, at BPA Quality

How Bupa has Implemented a Wellbeing Solution with Kirk Bradley, Director of Commercial Operations, Bupa

Seven Trent’s Digital Journey with Bill Wilson, Digital Channel Strategy Lead, Severn Trent

Technology Roadmap to the Future with Martin Hill-Wilson, Industry Innovator and Strategist, Brainfood Consulting