What does the future of the contact centre industry look like, according to operational leaders? Let’s find out! With changes to employment law, fiscal policy and the realising of AI’s potential, our industry is poised for an evolution not seen since covid. How fast this progress transpires will be determined by budgets and time – both of which are being squeezed.  

Discover what industry leaders are predicting for 2025 and beyond during this highly interactive session. Leigh will be asking questions like: 

  • What are industry leaders priorities for the year ahead? 
  • Will investment in the contact centre increase, shrink or stay the same? 
  • When will contact centres be genuinely recognised as the most valuable function in business, as standard? 
  • How fast will AI become true commonplace? 
  • Will organisations be outsourcing offshore more, less or the same?  
  • Is the contact centre operating model set for a transformation? 
  • What roles will emerge as critical within the contact centre? 
  • Will we ever meet customer expectations? 

Leigh will be joined by industry leaders including, Alison Heap, Customer Service Manager at United Utilities, Rula Samara, Head of Customer Experience at Novuna, Dan Allen, Deputy Director – Member Services at NRLA, and Ian Chappell, Director of Consulting at Centrical. Register for this online seminar for ideas and inspiration to help you shape your contact centre strategy. 

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:

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Where and when?

Date: Thu 16 Jan 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Those working in the contact centre industry interested in what the future holds from an operational leaders perspective. Open to members and non-members.

Why should you go?

Be inspired with ideas to shape your contact centre strategy. 

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 [email protected].

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