As technology evolves at pace, contact centre leaders are under increasing pressure to modernise operations—while staying true to the values that define their people and culture. Balancing the promise of AI and automation with the human elements that make customer experience exceptional is one of the defining challenges of our time.
Failing to prioritise culture during this shift can lead to disengaged teams, weakened service delivery, and long-term reputational risks.
Here’s what to expect during this in-person CONNECT event:
- Share your perspectives in an interactive Open Mic discussion on how to protect and nurture a strong workplace culture as technology transforms the way we work.
- Discover how DHL Express reimagined its contact centre operations to enable AI-readiness—without compromising service standards or its people-first culture.
- Learn from our expert panel how leading brands are building future-ready operating models that balance tech innovation with human connection.
- Connect with industry peers, swap ideas, and walk away with fresh insights to shape the future of your contact centre culture.
Join us at DHL, East Midlands, for a thought-provoking and collaborative session focused on helping you lead through change—without losing what makes your culture great.
This event is now fully booked, however a waitlist is in place. We will notify you if a spot becomes available.
Agenda
| 09:30 – Registration and Networking |
| 10:00 – Welcome
Hear the latest news and updates on the CCMA and what to expect from the day.
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| 10:15 – Open Mic: How do we Protect and Nurture a Good Culture as Technology Evolves?
CONNECT with other leaders from across the contact centre industry in this Open Mic session, where our Membership & Learning Director, Kate, will explore how organisations can retain their cultural identity while navigating technological change. As AI and automation reshape service models, how do we ensure people remain at the heart of our operations?
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| 11:00 – Keynote Speaker – There’s No Algorithm for Trust: Why Culture Still Wins
This one tackles the myth that AI can replace emotional intelligence. I’ll walk through how trust, ownership and human connection remain the foundation of high-performing teams, especially when systems change faster than people can adapt
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| 11:30 – Break |
| 11:50 – Case Study: Human at the Core: DHL’s Blueprint for Balancing Automation with a People-First Approach
Discover how DHL Express transformed its contact centre operations to embrace the next wave of AI and automation, while preserving its industry-leading service standards and people-first culture. This session explores how centralising services and leveraging strategic technology partnerships can prepare organisations for scalable innovation. Learn how DHL maintained a 90% call answer rate within 10 seconds and continued to earn workplace excellence awards, offering a practical blueprint for modernising operations without compromising brand values or the human touch.
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| 12:20 – Panel Discussion: Preserving What Matters: Culture in a Tech-Driven World
Join our panel of industry leaders as they share how they’re adapting their operating models to embrace AI and automation, while staying true to the people-first values that underpin strong workplace culture. Hear how these organisations are maintaining service excellence, employee engagement, and brand identity amid fast-paced digital change. This discussion will focus on practical approaches to balancing technological advancement with the human elements that drive trust, connection, and long-term success in the contact centre environment. Hosted by Kate Knowles, Services Director, CCMA with:
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| 13:00 – Lunch with optional site tour |
| 13:30 – Close |
About the Speakers
Daljeet Kaur, Operations Director, Valda Energy
With over 20 years in operations and 8 years in the energy sector, Daljeet is a seasoned leader known for building service functions from the ground up and driving transformation. She has led early adoption of cloud-based contact centre platforms and more recently introduced AI-powered agent assist and speech analytics tools to enhance insight and customer experience. Daljeet combines strong operational discipline with a forward-thinking, customer-centric approach, focusing on coaching teams to thrive in fast-paced and ever-evolving environments.
Jen Sharp, VP Customer Service, DHL Express
Jen has worked in logistics for over 20 years, with the majority of her career spent in commercial roles. Nearly four years ago, she made the transition to Customer Service and took on the role of Vice President of Customer Service early this year. Jen is dedicated to balancing the creation of empowering, people-focused working environments while driving exceptional customer experience through a “Think Digital” approach.
Lee Houghton, Leadership Coach & Operational Excellence Specialist
Lee is the author of The People Puzzle and a leadership coach who believes high performance isn’t forced, it’s felt. With a straight-talking, heart-led approach shaped by years of experience in operations, Lee helps senior leaders and teams solve the real puzzle behind performance: people.
He’s the co-founder of Get Knowledge, where he works with organisations to transform leadership behaviours, embed culture, and create environments where people choose to bring their best. Known for blending challenge with warmth, Lee’s sessions cut through the noise, provoke thought, and leave leaders with practical tools they can use the very next day.
Whatever topic he’s talking about, one thing stays constant, Lee’s passion for helping people feel seen, heard, and connected in the work they do.
Hannah Ratcliff-Barnes, Social Media Lead, HSBC UK
Hannah has spent the past two years transforming how HSBC connect with customers in this space, to include Trustpilot, App reviews, X and Facebook. Her background spans reputation management, communications, and customer experience with a keen focus on relationship building. She is passionate about authenticity – in leadership, communication, and in how they show up for customers.
Barry Cooper, Group Head of Customer Experience, Moneycorp
Barry began his career as a customer service advisor, not knowing it would spark a lifelong passion for customer experience. Over 20 years later, Barry is proud to lead as Group Head of Customer Experience at Moneycorp, where he champions the voice of the customer, drive strategic improvements, and support the growth of their people. He’s been fortunate to work with inspiring mentors and teams, and remains committed to delivering exceptional service while creating environments where people thrive. Barry didn’t plan to join this industry—but he’s all in, and here to stay.
Stuart Dorman, Chief Innovation Officer, Sabio
Stuart Dorman is at the forefront of customer experience innovation.
As Chief Innovation Officer at Sabio Group, Stuart plays an instrumental role in guiding organisations toward transformative customer interactions – a role he’s been doing for nearly three decades and one which has cemented his position as a visionary CX thought leader.
With an innate understanding of how technology and human insight combine to create brilliant CX, Stuart’s approach goes beyond conventional thinking and challenges organisations to reimagine customer engagement.
At Sabio, Stuart’s vision turns possibilities into realities. He is a well-known and respective figure across the global CX circuit, regularly speaking at industry events and conferences and remains an instrumental mind behind Sabio’s advanced technology portfolio of cutting-edge contact centre, AI, Data and CRM technologies.
Kate Knowles, Services Director, CCMA
As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.
Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.
Supported by
Where and when?
Date: Wed 24 Sep 2025
Time: 09:30 - 13:30
Location: DHL, Derbyshire, East Midlands
Who is it for?
This event is for contact centre managers and above who run departments or larger units looking to balance technology innovation with a strong, people-first culture. CCMA members only.
Why should you go?
Network with peers and learn from others.
How much is it?
Included as part of CCMA Membership
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.