This CCMA Leadership Report captures key insights from the summer 2025 Energy and Utilities Leadership Forum, where senior sector leaders came together to discuss their automation strategies, how they balance efficiency with employee buy-in, and how artificial intelligence is transforming their automation projects.
Discover how contact centres in these key sectors are prioritising automation, building businesses cases for projects and starting with ‘small wins’, while focusing on a future or ‘proactive’ over ‘reactive’ service and using automation to get there.
Download now to read the full report.
About the Leadership Series
The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.
Supported by
Not a member?
For details on membership packages and benefits click here.
Join today and get immediate access to member benefits.
Stay close to the CCMA by signing up today and find out about ...
- Visits to award-winning contact centres
- Latest industry insights
- Upcoming events
- Industry news