Financial Services: Striking the Right Human and Digital Balance
How do you integrate AI and automation without losing the human connection that customers still need and value?
Leadership Series
The Hidden Cost of Over-Automation
Senior leaders gathered at the House of Lords to explore the impact of ‘over-automation’ within their contact centre operations.
Emotionally Connected Customer Experience
Leaders discussed how they’re strengthening emotional connections with customers during an era of rapid digital transformation.
Insurance: Delighting the Customer at Every Touchpoint
Uncover what it truly means to delight customers in the insurance sector, built on complexity and compliance.
Fraud and the Contact Centre: What Can You Trust?
This CCMA Leadership Report captures key insights from the autumn 2025 Leadership Forum, where senior leaders from across sectors came together to discuss fraud and the contact centre.
Energy & Utilities: Automation for Efficiency
Discover how contact centres are prioritising automation, building businesses cases for projects and starting with ‘small wins’, while focusing on a future or ‘proactive’ over ‘reactive’ service.
Retail and Travel: Being the Voice of the Customer’s Strategic Hub
Senior leaders from across the retail and travel sectors came together to discuss their Voice of the Customer and data strategies.
DEIB: Building a Future-Ready Diverse Workforce
The report explores how UK contact centres are addressing DEIB challenges, fostering safe spaces, and using technology to empower diverse teams.
Insurance: Ensuring the Operational Foundations are in Place to Accelerate Business Transformation
Explore the key trends shaping the future and how leaders in the insurance sector are leveraging technology to stay ahead.
Energy & Utilities: Future-Proofing the Contact Centre for 2025 and Beyond
Discover the strategies to future-proof contact centres amidst challenges like the energy crisis, rising customer expectations, and regulatory pressures.