Join us for a powerful day designed to equip strategic contact centre leaders — including C-suite executives, Directors, and senior decision-makers — with the tools and insights to unlock the true potential of their operations.
Featuring an energising keynote on transforming your contact centre from a hidden cost to a strategic powerhouse, real-world case studies on data-driven decision-making and driving efficiency through change, and lively roundtable discussions on leadership and AI, this summit is packed with practical advice and inspiration.
Connect with like-minded senior leaders and leave with actionable strategies to reposition your contact centre as a true driver of business value, growth, and sustainability. Plus, enjoy plenty of networking opportunities to share ideas and build lasting connections.
Agenda
10:30 – Welcome
|
| 10:45 – Keynote: Liquid Gold: Tapping the True Power Inside Your Contact Centre
Buried inside your contact centre is something far more valuable than you realise: real-time insights, emotional loyalty triggers, and commercial firepower. But most businesses are sitting on this treasure without knowing how to use it. In this energising keynote, Vinay Parmar challenges conventional thinking about the role of the contact centre, showing how to transform operational data into strategic influence, build trust that fuels growth, and turn frontline experience into unstoppable momentum across the business. It’s time to stop being the forgotten department — and start leading the charge.
|
| 11:15 – Driving Efficiency Through Change
Whether it’s investment in technology or improved processes, the pressure is on to make contact centres more efficient as budgets are scrutinised. Nikki will share her experience and advise on how to drive up efficiencies, the levers to pull and the impact change can have on contact centre performance.
|
| 11:35 – Roundtable Discussion: Your Role as a Contact Centre Leader
What you do today will be more complex and challenging than those that led contact centres before you. Kate will be looking to discover how your role is changing and the skills you need to develop to further both your personal success and the success of your contact centre.
|
| 12:00 – Networking Lunch |
| 12:50 – Debate: Migrating from Cost to Genuine Value Centre
Is your contact centre still seen as a cost to the business, despite other functional areas starting to benefit from some of the value that the operation can bring them? We’ll be discussing how we can migrating both the perception and the reality of the contact centre from being seen as a significant cost centre to a function that generates genuine business value that can be a powerful vehicle for sustainability and growth. Hosted by Leigh Hopwood, CEO, CCMA with:
|
| 13:45 – Roundtable Discussion: Is AI the Answer?
AI is widely considered to support contact centres in four areas: CX, colleague experience, operational efficiency and for data and insights. Tony will set you up to debate where AI can be the answer to your strategic challenges across these areas. With Tony Popham, Head of Client Management, Route 101 |
| 14:15 – Networking Break |
| 14:30 – Leading Strategic Change Through Propensity Metrics, Positive Language, and Passionate People
Contact centres are transforming from measuring simple response metrics to driving proactive customer engagement through advanced data insights, AI, and positive communication. Discover how propensity reporting and a robust data framework can reduce unnecessary contacts, improve customer satisfaction, and empower teams. Jason will share some real-world examples that highlight how passionate people and new technologies are unlocking efficiency, enhancing colleague engagement, and delivering genuine value to both customers and businesses.
|
| 14:50 – 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.
|
| 15:00 – Close |
About the Speakers
Vinay Parmar, Inspirational Keynote Speaker and Managing Director, Customer Whisperers
With over three decades of hands-on experience, Vinay Parmar has established himself as a leading authority on customer loyalty, transforming the way businesses engage with their customers. He believes that the product of customer experience is memory, and those memories shape future behaviour towards a brand. It’s this insight that drives his approach to turning everyday interactions into unforgettable moments—that inspire loyalty, trust, and sustainable growth.
Nikki Powell, Director of Customer Contact Service Delivery, Capita
With over two decades in customer experience (CX) management, Nikki oversees front line contact centre operations for Capita’s UK public sector clients, including Local and Central Government, Ministry of Justice, TFL, Department for Work and Pensions, and NHS England. She designs and implements digital strategies for all contact centres touchpoints, overseeing customer service and complaints management. Nikki focuses on revenue growth, operational efficiency, and customer satisfaction, while engaging with clients, stakeholders, regulators, and technology partners.
Daryl Wilkes, Director of Customer Care, ASOS
Daryl is the Director of Customer Care at ASOS, a global ecommerce fashion retailer operating in over 200 countries across the globe. Daryl has spent the majority of his career in the customer service/care/operations space and lead a number of major customer service/transformation programmes across multiple industries including retail/ecommerce, telecoms and financial services. Now in his 3rd year at ASOS he’s played a major role in the transformation of ASOS customer care including building a digital care function from scratch, delivering a brave channel strategy and helping evolve the customer care function to a fully live operation for ASOS customers. As Director of Customer Care Daryl and his team are responsible for ASOS’ Help strategy, ensuring ASOS are there for every customer when they need help, support, problem resolution and more.
Sarah Williams, Director Customer Experience, Westminster City Council
Sarah Williams is a seasoned CX professional with three decades of experience in Customer Service, Strategic Planning and Organisational Leadership. As the Director of Customer Experience at Westminster City Council, Sarah leads a dedicated multi-disciplinary team of CX professionals in ensuring that residents, businesses and visitors receive the highest level of service.
With a passion for innovation and commitment to excellence, she drives CX initiatives to improve the experience for all of Westminster communities, through customer journey re-design, transformation and and implementing cutting-edge technologies to meet the evolving needs of the community. Sarah’s collaborative approach fosters strong partnerships both internally and externally, driving positive outcomes and continuous improvement. With her passion for putting the customer first, Sarah is instrumental in shaping Westminster City Councils reputation as a responsive, customer-centric organisation.
Nick Edge, Head of Fraud – Technology, Likewize
Prior to joining the insurance industry in 2011 Nick was a Detective Sergeant in the Serious and Organised Crime Group of Greater Manchester Police. Throughout his insurance career he has always specialised in fraud detection, prevention and the design and implementation of robust solutions.
He has specialised in gadget insurance for 7 years and the challenges this presents in comparison to motor insurance having worked in claims, injury and policy fraud. He sits on the board of directors for the Insurance Fraud Investigators Group (IFIG) and is a champion of collaborative working across the industry to combat fraud.
Tony Popham, Head of Client Management, Route 101 Ltd
With an illustrious career spanning over 20 years in Account Director roles at CCT and Capita ITS Services, Tony has honed his expertise in overseeing crucial telephony and contact centre operations.
Tony is deeply committed to proactively guiding and supporting businesses, empowering them to optimise their technology investments and achieve their strategic objectives. His approach is characterised by prioritising consistent engagement with personnel across all levels within client organisations, including executive, operational, and technical contacts. Tony’s unwavering dedication to client-centric methodologies is complemented by his proficiency in a diverse range of technological solutions. This proficiency not only allows him to offer informed advice but also to keep client teams updated with pertinent technological advancements tailored to their specific needs.
Supported by
Where and when?
Date: Thu 3 Jul 2025
Time: 10:00 - 15:00
Location: Hotel VOCO, Manchester
Who is it for?
This summit is tailored for strategic business leaders such as C-Suite executives and Directors, who oversee customer service operations. Members and non-members are welcome to join us.
How much is it?
Included as part of CCMA Membership.
£99 + VAT for non-members
Why should you go?
Unlock the true potential of your operations.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.