Contact Centre Operational Excellence Summit 2026

You are here:
  1. Home
  2. Event
  3. Contact Centre Operational Excellence Summit…

Join us for a high-impact day focused on what separates good contact centres from truly great ones. Hear directly from industry leaders on how to build a culture of innovation, learn from real-world transformation case studies, and explore what tomorrow’s operating model looks like in practice. 

Engage in peer-led discussions on omni-channel strategy and the metrics that genuinely drive performance, not just reporting. 

Connect with fellow senior leaders, exchange proven best practices, and leave with practical, actionable strategies you can take straight back to your operation. 

Agenda

09:30 – Arrival and Networking
10:30 – Welcome

  • Kate Knowles, Services Director, CCMA
10:55 – Keynote: Building a Culture for Innovation

Innovation isn’t just about technology, it’s about mindset. In today’s rapidly evolving customer experience landscape, contact centres must go beyond incremental improvements and embrace a culture where creativity, agility, and continuous improvement thrive. Mel will explore practical strategies for embedding innovation into everyday operations, empowering teams to challenge the status quo, and discuss what it takes as a leader to create an environment where innovation and change becomes part of every day operations.

  • Mel Lomax, Learning and Accreditation Manager, CCMA
11:15 – Creating a Digitally Leading Operation

There is no doubt that technology can deliver greater efficiencies, drive up productivity and enable the frontline to deliver great customer experiences. Building a digitally leading operation to take full advantage of the technology available to them takes a strong understanding of the IT landscape, clear objectives and solid change management that takes your people on the journey. During this session, we’ll hear how one organisation has successfully gone on the journey and is now reaping the rewards.
11:35 – Roundtable Discussion: Tomorrow’s Operating Model Today  

How do you deliver customer contact? Taking into account your people and technology infrastructure, what does tomorrow’s operating model look like?

  • Kate Knowles, Services Director, CCMA
12:00 – Networking Lunch 
13:00 – Debate: Time to Change the Metrics 

How do you measure the performance of your contact centre? How do you measure the impact of your contact centre? And how do you prove that your operation is delivering value? We’ll explore why organisations are revisiting their KPIs at an operational level, and what the emerging strategic metrics are that are giving you a voice in the Board room.

Hosted by Chris Ward, Content Lead, CCMA with:

  • John Murphy, Head of Customer Excellence, NHS SBS
  • Lucie Child, Head of Customer, Transport for Greater Manchester
  • Ed Winfield, Director of Global Partnerships, Content Guru
13:40 – Roundtable Discussion: Is True Omni-Channel Coming Back?

What are your emerging channels? Are you delivering the same experience regardless of channel? Do your customers want a joined up approach? And how do you integrate your channels to meet customer expectations?

  • Ed Winfield, Global Partnerships Director, Content Guru
14:00 – Networking Break
14:20 – The Tools and Support to Thrive

How do you get the best out of your teams – making sure that they have all they need to do their job without their hands tied behind their backs. What does the frontline need today; a single view of the customer, the knowledge to answer customer queries, the skills to handle the challenging conversations and the support network around them. Hear about the journey that this organisation is on to continue to evolve the support for their frontline.
14:40 – Q&A + Final Thoughts

As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.

  • Leigh Hopwood, CEO, CCMA
15:30 – Close 

About the Speakers

Lucie Child, Head of Customer, Transport for Greater Manchester

With a background spanning public and private sectors – from retail and financial services to heritage – Lucie brings a fresh perspective to how organisations connect with the people they serve. She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences. Today, as the Head of Customer at Transport for Greater Manchester, Lucie is on a mission to make the customer experience the best it can be across every touch point.

Mel Lomax, Learning & Accreditation Manager, CCMA

Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations. Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.

Nicole Thomson, Director of Cardnet Direct Sales, Lloyds Banking Group

Nicole has 22 years of sales leadership experience, with 20 of those in the Banking sector with Lloyds Banking Group and previously HSBC. Currently leading a team delivering merchant services solutions to UK businesses- Lloyds Bank Cardnet has big growth ambitions with plans to grow 2.5 times over the next 2 years.

Nicole is skilled in strategic planning and operational excellence- with a view to grow her business with pace whilst navigating the risk and compliance frameworks of one of the UK’s biggest banks! Change leadership, innovation and a highly energised and engaged team are also key priorities for Nicole.

Sabina Onwuka, Head of Customer Services, London Borough of Barking and Dagenham

Sabina Onwuka is an award winner, passionate and knowledgeable Public Speaker who engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow’s world. Sabina teaches how to foster team spirit, team motivation and confidence, she demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

Mick O’Brien, Head of Business Integrity & Compliance, First Customer Contact

Mick is an experienced counter fraud, GDPR, and information security compliance specialist with 30 years of law enforcement experience, followed by 5 years contact centre compliance management. Throughout his career, Mick has developed a deep understanding of regulatory frameworks and has successfully implemented robust compliance programs. He has led teams with excellence, chairs the UK Rail Fraud Forum and Executive Committee. His ability to identify and mitigate risks has been instrumental in safeguarding organisations against fraud and data breaches. Mick holds numerous certifications in counter fraud, GRC and data protection and has successfully guided FCC to attain ISO27001 and 9001 accreditations.

Ed Winfield, VP Global Partnerships Director, Content Guru

Content Guru deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.

Kate Law, Membership and Learning 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.

Book Your Place

Included as part of your CCMA membership.

£99 + VAT for non members – invoice will be sent for immediate payment once your booking has been validated.


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.

Supported by

Where and when?

Date: Tue 3 Mar 2026

Time: 09:30 - 15:30

Location: Hotel VOCO, Manchester

Who is it for?

This event is designed for operational leaders who are striving to build high-performing, efficient, and compliant operations whilst fostering an engaged workforce. 

How much is it?

Included as part of CCMA membership.  
 
£99+VAT for non-members 

Why should you go?

Connect with fellow senior leaders, exchange proven best practices, and leave with practical, actionable strategies you can take straight back to your operation. 

Go Free

Become a member for

  • Free events
  • Discounts on training
  • Member hotline
  • A huge peer network

Join today for immediate access.

Join »
Go to Top