Join fellow senior contact centre leaders driving the technology agenda for a day of bold insights, practical case studies, and thought-provoking discussions. In a climate dominated by automation and AI, this event puts the spotlight back on the human element, showing how empathy and innovation must go hand in hand to deliver exceptional customer experiences. From re-imagining CX strategies to learning from real-world knowledge and CRM transformations, you’ll gain actionable takeaways to lead with both heart and impact.
Through interactive roundtables and debates, you’ll explore the realities of AI adoption, the balance between human and robotic advisors, and whether technology always holds the answer. You’ll also examine how to take a more active role in shaping your contact centre’s tech infrastructure, beyond just following IT’s lead. With plenty of time for peer networking, this is your opportunity to connect, challenge assumptions, and sharpen your strategy. If you’re shaping the future of contact centre tech, this is where you need to be.
Agenda
| 10:30 – Welcome | Leigh Hopwood, CEO, CCMA |
| 10:45 – Keynote: Injecting Human into Every Interaction
In this session, Nerys will consider the importance of putting a beating heart in every CX journey strategy. In a world where we are awash with insight, where channel shift is sitting as a priority and AI is promising to manage everything, Nerys helps us remember the human element amongst all of it. |
Nerys Corfield, Injection Consulting |
| 11:15 – Managing a Tech Stack
The modern day contact centre technology stack is evolving at pace. During this session, WTW will share who is responsible for IT strategy, selection, implementation and ultimately the success of it within their operation. We’ll hear what roles sit in the contact centre take some responsibility for the technology and how systems integrators are helping unify tech stacks and streamline operations, and are acting as translators between vendors and customers. |
Stephanie McDowell, Head of Service Centre, Outsourcing GB, WTW & Ian Nottage, Head of Business Solutions, Outsourcing GB, WTW
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| 11:35 – Roundtable Discussion: What is your AI journey?
Maybe you are on the AI journey already, or maybe you are building out your business cases. We’ll be asking where are you on your journey, the use cases that you’re seeing work best, and the lessons learnt for preparing for AI. |
Wayne Kay, Regional Vice President EMEA, TTEC Digital |
| 12:15 – Networking Lunch | |
| 13:00 – Debate: Using Data to Build the Business Case
Your operation seems to be running smoothly; it has done for years. Your analytics shows areas where customer experience could be improved, so you address them. Colleagues are happy, they have work arounds for where the tech isn’t quite there. Why invest further in tech when it may rock the boat? How do you identify where there could be efficiency savings? How do you make sure that rocking the boat turns your operation into a yacht? We’ll explore these questions and more to help you prioritise your time. |
Hosted by Leigh Hopwood
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| 13:45 – Roundtable Discussion: How To Lead Your Technology Revolution
IT tends to lead when it comes to identifying technologies for the contact centre operation. Maybe this is right. However, contact centre professionals are often left in the wings, or brought into the conversation late, which can result in a technology deployment not going as expected. Kate will be asking how can you take a leading role in the development of your contact centre technology infrastructure? |
Kate Knowles, Director of Services, CCMA
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| 14:30 – Networking Break | |
| 14:45 – Getting Ready for Conversational AI
Creating an effective knowledge base and putting essential guardrails around your LLM (Large Language Model) are critical steps in preparing for conversational AI. You need quality training data with contextual relevance that is maintained in real time to succeed. Jo will share her experience on how to approach your data sets, the guardrails that are needed and the pitfalls to avoid in any conversational AI project. |
Jo Hetherington, Head of Customer Experience, CityFibre
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| 15:15 – Q&A and Final Thoughts | Leigh Hopwood, CEO, CCMA |
| 15:30 – Close | |
About the Speakers
Nerys Corfield, Injection Consulting
With almost 30 years rooted in the rich, messy reality of contact centres, Nerys has lived and breathed every side of the contact centre world — running them, auditing them, judging them and transforming them.
Today, Nerys channels that experience through a sharp lens: combining deep operational expertise with an obsession for contact centre technology. This practical-meets-innovative blend powers her proven Discovery Framework — having conducted over 100 -Nerys is renowned for cutting through noise and complexity to drive operational performance, reduce costs, and deliver outstanding customer experiences.
Jo Hetherington, Head of Customer Experience, CityFibre
Joanna brings over 20 years of experience in Customer Operations and Technology, with a strong track record in delivering CX strategies, tech implementations, and operational improvements across UK and global businesses. Her expertise spans CRM, contact centre management, voice of customer programmes, and customer engagement solutions.
Currently Head of Customer Experience at CityFibre, Joanna leads a team of CX professionals. She focuses on creating customer-centric, self-serve solutions that enhance growth and profitability through ‘humanised’ automation, setting new CX standards in telecoms.
Joanna has chaired awards and actively participates in customer forums. She also leads CityFibre’s Gender Network, advocating for gender equality and women in tech.
Ian Nottage, Head of Business Solutions, Outsourcing GB, WTW
Ian has been working with WTW for 17 years. With over 20 years’ experience of product and technology solutions in pensions, one of the main aspects of his role is the product architecture/direction for the Outsourcing Business and its Pensions Platform. He is responsible for the major developments in the administration platform and have recently defined and led the product vision for the digital Assure platform.
Steph McDowell, Head of Service Centre, Outsourcing GB, WTW
With over 16 years at WTW, Steph leads with a deep commitment to delivering exceptional member experiences. Her leadership is grounded in empathy, operational excellence, and a strong belief that every interaction is an opportunity to build trust and deliver meaningful support. Throughout her career, Steph has championed a culture of care and compassion, ensuring that both people and processes align to create consistently positive outcomes for members. Her passion lies in elevating service standards, empowering teams, and fostering a workplace where excellence in customer experience is the norm.
David Hornell, Head of Global Daily Banking and Lending Operations, J.P. Morgan Chase
David leads the customer operations for Daily Banking and Lending, overseeing teams that provide 24/7 support to customers across a wide range of queries. In addition to managing the customer service teams, David is responsible for lending operations, including underwriting for the Chase UK credit card and offering financial assistance to customers facing financial challenges.
David joined J.P. Morgan Chase in June 2024, bringing with him 18 years of experience from Lloyds Banking Group. His deep expertise in banking operations and commitment to customer service drive the teams to deliver exceptional support and solutions around the clock.
Paul Atkins, Head of Digital Service, Simply Health
Paul is an award-winning professional with over 15 years of experience driving business growth and digital transformation across sectors including Tech, Finance, Telco, Energy, and Education. Specializing in AI deployment, business analytics, and customer insight, he delivers innovative, data-driven solutions that enhance efficiency and customer experience.
Paul’s expertise spans Voice AI, CRM, RPA, and Journey Management, supported by strong leadership in building high-performance teams and fostering collaboration. His strategic approach to operational technologies and customer journey design has established him as a trusted leader in digital service transformation.
Laura O’Neill, Senior Digital and AI Operations Lead, OVO
Laura is an experienced and empathetic people leader with over 15 years in the banking industry. She has a proven track record in leadership, stakeholder management, and driving successful change initiatives. As the leader of the First Direct Business Optimisation team, Laura coaches high-performing individuals and fosters a culture of continuous improvement.
Her qualifications include SAFe Scrum Master certification and a Lean Six Sigma APS/Green Belt, equipping her with the expertise to deliver operational excellence and strategic transformation.
Wayne Kay, VP Sales Leadership, EMEA, TTEC Digital
As a veteran with nearly three decades of experience at the forefront of the contact centre industry, Wayne has helped leading brands and public sector organisations design and deliver award-winning customer experiences. His track record reflects a deep understanding of how people, technology, and process combine to create scalable, efficient, and customer-centric service operations.
Wayne’s leadership is grounded in collaboration, operational excellence, and commercial accountability. Having witnessed the evolution of CX, from transactional interactions to strategic brand experiences, Wayne remains passionate about helping organisations to connect with their customers in more intelligent, human, and sustainable ways.
Supported by
Where and when?
Date: Wed 12 Nov 2025
Time: 10:00 - 15:30
Location: Hotel VOCO, Manchester
Who is it for?
This event is for senior contact centre leaders such as directors and heads of department, shaping the future of contact centres and driving the technology agenda.
How much is it?
Included as part of a CCMA membership.
£99+VAT for non-members.
Why should you go?
To discover cutting-edge AI implementations, optimise your contact centre technology, and network with industry leaders.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.