As CEO of the CCMA since 2020, Leigh draws on more than 25 years of business experience to champion the contact centre industry, having held leadership positions with a number of membership organisations and as a professional marketer. Her mission is to elevate the importance of contact centres within society and the UK economy, giving the industry a stronger voice and helping to support the organisations and people working within it.
Leigh is a respected keynote speaker and facilitator, known for bringing warmth, honesty and practical insight to conversations about the future of customer contact. She speaks regularly at conferences and executive events across the UK and Europe, sharing perspectives shaped by ongoing engagement with CCMA members, senior operational leaders and solution providers. Her sessions combine strategic thinking with practical experience, creating thought-provoking conversations that are grounded in the realities facing today’s contact centre leaders.
Leigh has been an awards judge since 2006, is a renowned host of the popular podcast, CareerTalk, and regularly appears as a guest on fellow industry podcasts and in wider media, including on BBC Radio Four’s You and Yours programme. She represents the contact centre industry to the Department of Business and Trade (DBT), is Chair of the European Customer Contact Alliance (ECCA), is an Honorary Fellow of the Chartered Institute of Marketing (CIM) and a Chartered Marketer. She was named on the Women in Trade Associations Powerlist for 2026, curated by the Trade Association Forum (TAF) and the Confederation of British Industry (CBI).
Known for her approachable style and genuine passion for the industry, Leigh creates conversations that are insightful, engaging and highly relevant for senior contact centre and business leaders.
Kate Knowles is an admired and well-known industry leader, recognised for her practical and people-focused approach and passion for delivering better customer and colleague experiences.
As Services Director at the CCMA, Kate draws on more than 20 years of experience across customer service, contact centre operations and outsourcing to support organisations in developing high-performing, customer-focused operations.
Kate has held a variety of leadership roles across UK and European contact centres, with extensive experience leading operational teams, managing outsource partnerships and driving service transformation. Prior to joining the CCMA, Kate spent ten years in the insurance sector with Assurant, where, as a Customer Services Director, she was responsible for multiple contact centres and outsource partners across Europe. Her experience also includes roles within telecoms and financial services brands, as well as working with contact centre recruiters and training providers.
A regular speaker at industry events and host of member discussions, Kate is known for sharing practical insight shaped by real operational experience. She is passionate about employee engagement, leadership development and creating frictionless customer experiences, with a strong belief that investing in people is fundamental to delivering sustainable operational performance.
Kate brings honest, experience-led perspectives to conversations around leadership, customer operations and colleague experience.
CCMA Partners benefit from preferential speaker rates as part of their partnership package.
Platinum Partners – 1 Speaking Engagement per year included
Gold Partners – 1 Speaking Engagement per year at 50% discount
Silver Partners – 1 Speaking Engagement per year at 25% discount
Bronze Partners - 1 Speaking Engagement per year at 10% discount
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