CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
customer
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a ‘Brag Book’.
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35‑year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Watch: Contact Centre Predictions for 2026 and Beyond
Explore the trends, challenges and opportunities shaping the next era of customer engagement in 2026.
CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Early Colleague Involvement – the Key to AI Success?
Organisations that involve their frontline colleagues early in AI implementation are the ones that have most frequently declared success.
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
CareerTalk – James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien at First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.