What are the key trends shaping our industry in 2025? What’s driving operational leaders as they navigate the year ahead? 

The aim of these quarterly sessions on Zoom is to give insights into what we’re hearing in the industry from all the discussions we’re having with industry leaders. We’ll be hosting these online sessions quarterly for you – all employees are welcome to come and listen, whether in sales and marketing, senior leaders or in your support services. 

You can expect to hear from members of the CCMA team, plus industry leaders and influencers, giving you a fantastic opportunity to: 

  • Gain actionable insights to inform your product and service strategies. 
  • Refine your sales and marketing approach based on real-world trends. 
  • Engage directly with experts and ask the questions that matter most to your business. 

About the Speaker

Dan Allen, Deputy Director for Member Services, NRLA

Dan oversees all contact centre operations within the organisation. With over 15 years of experience in the industry—spanning both in-house and outsourced roles—Dan has worked across a range of sectors, including Media (Sky, Disney, BBC), Finance (Homes England, Shawbrook, YBS), and now the complex Private Rented Sector.

He is passionate about fostering people-centric practices, driving continuous improvement, and achieving high performance, with a hands-on approach that focuses on delivering results.

Alison Heap, Customer Service Manager, United Utilities

Alison has worked in contact centre management for 30 + years. She has spent most of her working life within Utilities, Telco and Banking organisations. After working as a contractor for 5 years at United Utilities, she joined them as a permanent member of the team in January 2021 and is currently their Billing Customer Service Manager, looking after 400 seats across 3 sites.

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Fri 14 Feb 2025

Time: 10:00 – 11:00

Location: Online

Who is it for?

Invite only event for Platinum, Gold and Silver partners, sharing industry insights from our members

Why should you go?

Gain insights into what we’re hearing in the industry from all the discussions we’re having with industry leaders.

How much is it?

Free to attend.

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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