Contact centre leaders today are grappling with profound shifts brought about by political, economic and technological change. These shifts necessitate a substantial re-thinking of operations, not least of which include people strategy: recruitment and retention, colleague engagement, organisational structures, ways of working, roles and responsibilities.
Join Stephen Yap, CCMA’s Research Director, as he launches our latest research exploring how industry leaders are responding to change and re-inventing their people strategy. He’ll be discussing the implications of change on :
- Headcount and salaries – what is the industry planning?
- Recruiting and retention – how are approaches changing?
- Learning and development – why is this now so critical?
- Emerging roles and evolving skills – what does the future look like?
With a panel of industry leaders, including Kirk Bradley, Director of Customer Service at Bupa, Sabina Onwuka, Head of Customer Services at London Borough of Barking and Dagenham, and James Adamczuk, Zoom’s CX Evangelist in EMEA. They’ll also consider the risks to customer experience and operational outcomes, and how to mitigate the risks and measure progress.
About the Speaker
Sabina Onwuka, Head of Customer Services at 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.
Kirk Bradley, Director of Customer Service, Bupa
Kirk Bradley is the Director of Customer Service for the UK Insurance business of BUPA and has been for the last 3 years. BUPA is focused on connecting customers to the best healthcare for their needs, supporting around 1,500 agents who deliver exceptional service through various channels, voice and digital. The operational teams are transforming in a number of ways on their mission to become the world’s most customer centric healthcare company. This includes material people changes, professional development and technology changes that support their ambitions with multiple initiatives focused on customer service excellence.
James Adamczuk, CX Evangelist EMEA, Zoom
James has actively contributed to the customer experience (CX) industry through various speaking engagements and collaborations. In November 2024, he presented “AI Driving a Step Change in CX: Zoom’s Leadership in Innovation” at the Call & Contact Centre Expo, highlighting Zoom’s advancements in AI to enhance customer journeys.
Book your place(s)
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Where and when?
Date: Thu 1 May 2025
Time: 12:00 – 13:00
Location: Online
Who is it for?
Open to all.
Why should you go?
Explore how industry leaders are responding to change and re-inventing their people strategy.
How much is it?
Free to attend.
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