Contact

AI Leadership Programme

Learning Level: Manager, Strategic Leader

Format: Multi-Session

Delivery: In Person, Virtual

AI is already changing customer contact, but technology alone won’t create value. This programme gives you a practical framework to assess readiness, make informed decisions and lead successful AI adoption across your contact centre.

Where can AI genuinely improve customer journeys? Where should human judgement remain essential? How do you balance opportunity, risk and customer experience? These are the questions every contact centre leader is facing.

The AI Leadership Programme provides practical AI leadership training for contact centres, helping you answer them with confidence. Rather than focusing on technology alone, you’ll explore the leadership mindset, behaviours and skills required to embed AI successfully across your operation.

Across six modules, you’ll assess organisational readiness, determine where AI and people work best together, understand the impact on roles and skills, establish effective governance and redesign customer resolution for an AI-enabled future. Each module builds on the last, creating a structured learning journey.

Delivered through two immersive London masterclasses and four interactive virtual workshops, the programme combines practical frameworks, peer discussion and real-world application. Between sessions, you’ll apply the learning within your own organisation and build towards a personalised AI Leadership Action Plan.

Whether you’re beginning your AI journey or progressing existing initiatives, this programme helps you move beyond hype, engage your people and create a blueprint for success that delivers measurable value.

The Programme

AI Leadership: Readiness
Masterclass | London | 20 January 2027

Build a clear picture of where your organisation is today. Explore AI maturity, challenge common assumptions and assess the capabilities and conditions needed to adopt AI successfully.

AI Leadership: Operational Redesign
Virtual | 11 February 2027

Explore how AI changes the way work flows through the contact centre, where AI and people can contribute most effectively, and what this means for customer journeys and operational design.

AI Leadership: Workforce Transformation
Virtual | 3 March 2027

Consider what AI means for your people, from changing roles and skills to career pathways and AI literacy, and how to lead your workforce through change.

AI Leadership: Governance
Virtual | 31 March 2027

Explore the governance, accountability and controls needed to manage AI responsibly while enabling progress, including regulation, risk and working effectively with stakeholders across your organisation.

AI Leadership: Customer Experience
Virtual | 21 April 2027

Examine the conditions needed for AI to deliver customer and business value, identify gaps and opportunities, and build the evidence needed to make informed decisions about where to invest.

AI Leadership: Action Planning
Masterclass | London | 12 May 2027

Bring your learning together, prioritise where to act and develop a practical AI Leadership Action Plan that turns your priorities into clear next steps for your organisation.

Course content

Assess readiness Understand current maturity, capability gaps and organisational preparedness.

Understand AI realities Separate industry hype from practical operational opportunities.

Design customer journeys Decide where AI, people or both belong.

Evolve workforce capability Prepare roles, skills and career pathways.

Create governance frameworks Establish controls, accountability and risk management.

Redesign resolution models Build conditions required for effective AI deployment.

Develop business cases Link readiness assessments to investment decisions.

Lead organisational change Create confidence during periods of uncertainty.

Apply Beyond Goodhart Use practical frameworks for complex decisions.

Build action plans Translate learning into a clear implementation roadmap.

Learning outcomes

Assess organisational readiness before investing in AI initiatives.

Identify where AI and human expertise create the greatest customer value.

Evaluate workforce implications and future capability requirements confidently.

Establish governance approaches that balance innovation, risk and accountability.

Redesign customer resolution journeys for AI-enabled service delivery.

Build evidence-based business cases that maximise trust and ROI.

Create a practical AI leadership action plan for implementation.

Who should attend?

People shaping, leading or implementing AI change in the contact centre.

What will you learn?

Turn AI ambition into a practical action plan.

How much is it?

£3600+ VAT. Members receive 20% discount.

Format Info

Two in-person Masterclasses in London and four virtual workshops using Zoom.

Group discount

Additional discounts available for group bookings

Enquire

Module Overview

Includes further information and module outlines

Download

Upcoming Dates

Select a date to book. You will be taken directly to our registration page, which will open in a new browser window.

Wed 20 Jan 2027 – Tue 12 May 2026

9:30 – 4:00

Book

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

Quick Links

Resources

Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326