What lies ahead for the contact centre industry according to those leading the charge? Join us as we explore the trends, challenges and opportunities shaping the next era of customer engagement.
Driven by technological advances, evolving workforce priorities and new fiscal strategies, our industry is entering another exciting phase of change – one filled with myriad opportunity to innovate, adapt and grow. With the rapid development of AI, the transformation ahead promises to be every bit as significant as the one that followed the pandemic.
In this highly interactive session, we will dig into what contact centre leaders and industry influencers are predicting for 2026 and beyond, including:
- What are industry leaders and their organisations prioritising for the year ahead?
- Will investment in people, technology and operations rise, fall or stabilise?
- How is AI and the use of tech set to evolve in organisations over the coming year?
- How are leaders adapting their people strategies to meet the impact of AI?
- How are customer behaviours and expectations evolving, and how much influence is being driven by demographic changes?
- Is the contact centre operating model due for a complete redesign?
- Which roles will emerge as critical to future success?
Leigh Hopwood, CEO at the CCMA, will be joined by a panel of industry leaders, including:
- Kieran Holdcroft, Head of Operations, ManyPets
- David Rickard, Partner, Everest Group
- Stuart Dorman, Chief Innovation Officer, Sabio
Register now to gain insight, ideas and inspiration to help shape your 2026 contact centre strategy and stay one step ahead in an industry that never stands still.
About the Speaker
Kieran Holdcroft, Head of Operations, ManyPets
Kieran joined ManyPets, a leading UK based pet insurer, in 2024. Prior to this Kieran has had a diverse career across senior customer facing roles in Operations, Banking and Finance with organisations such as Cushman and Wakefield and Royal Bank of Scotland.
David Rickard, Partner, Everest Group
With over 25 years of professional experience working across procurement, outsourcing, technology, and consulting, David leads Everest Group’s CXM, Marketing & Interactive Experience, Impact Sourcing, and Trust & Safety programs. He advises global enterprises, service providers, and investors on strategic initiatives, market trends, and pricing. Prior to Everest Group, David served as Consulting Director for a leading CX consultancy and as Senior Procurement Director at Microsoft, overseeing customer service and business process outsourcing. A recognised industry expert, David regularly speaks at CXM and client events and has a proven track record in strategy, change management, and supplier relationships.
Stuart Dorman, Chief Innovation Officer, Sabio
Stuart Dorman is at the forefront of customer experience innovation. As Chief Innovation Officer at Sabio Group, he 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, his 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.
Supported by
Where and when?
Date: Thu 15 Jan 2026
Time: 12:00 – 13:00
Location: Online
Who is it for?
Open to all.
Why should you go?
The contact centre industry is evolving faster than ever and staying ahead means understanding where it’s heading next. This exclusive online session brings together frontline leaders, strategists and innovators to share their predictions, priorities and practical insights for 2026 and beyond.
Whether you’re shaping strategy, leading teams or driving customer experience transformation, you’ll gain:
- Fresh perspective on emerging trends and technologies shaping the industry.
- Actionable insight into how AI, people strategies and customer expectations are changing.
- Practical ideas to future-proof your operations and stay competitive in a shifting landscape.
Join the discussion, challenge the status quo and leave with inspiration to help redefine what success looks like in your contact centre.
How much is it?
Free to attend.
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