Customer expectations are constantly evolving, and delivering exceptional experiences has never been more important. By empowering your frontline with the right skills, embracing new technologies, and staying ahead of emerging demands, contact centres can create lasting customer loyalty and drive real business impact.
This is about more than just meeting expectations; it’s about exceeding them at every touchpoint.
Here’s what to expect during this in-person CONNECT event:
- Share how customer expectations are changing and discuss in our open mic session the innovative techniques used to create memorable experiences. We’ll challenge each other on whether these approaches genuinely foster customer loyalty and value.
- Dive into what it really takes for your frontline to thrive with Mel Lomax, CCMA’s Training & Accreditation Manager. From skills to support, find out how to prepare your team for every customer interaction.
- Our expert panel will tackle the latest in regulatory demands, security, and tech advancements. Join us as we explore how to embrace both the risks and rewards to create brilliant customer experiences.
Bring your ideas, questions, and curiosity to connect, learn, and be inspired! This is a fantastic opportunity to network and bring back actionable insights to your contact centre team.
Agenda
| 09:30 | Registration and Networking | |
| 10:00 | Welcome
Hear the latest news and updates on the CCMA and what to expect from the day. |
Kate Law, Membership and Learning Director, CCMA |
| 10:15 | Open Mic: Delighting Customers
Join Kate Law, CCMA Membership and Learning director, during this open mic session to explore as a group how customer expectations are continually changing. What are the tools and techniques being used to delight customers and satisfy demand? Are the current approaches we are taking, truly creating customer value and loyalty?
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Kate Law, Membership and Learning Director, CCMA |
| 11:00 | Is Your Frontline Equipped to Deliver Exceptional CX?
Whatever your strategy is to delight your customers and raise CSAT (customer satisfaction), it’s imperative to equip your frontline team with the knowledge and skills required to deliver an exceptional customer experience. Join Mel Lomax, CCMA Training & Accreditation Manager, as she explores the challenges that frontline team members face, and how you can ensure they are ready and able to deliver great CX. |
Melanie Lomax, Training & Accreditation Manager CCMA |
| 11:30 | Break | |
| 11:50 | Exceeding Customer Expectations
As customer expectations continue to evolve, navigating and developing a great customer experience will inevitably come with challenges. Inputting additional communication channels and technology, without fully understanding their impact, can bring impact on the customer and on the contact centre operation. Join Jamie Thorpe, Chief Experience Officer at Ipsos, as he shares insights and research on how customer expectations have and continue to change.
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Jamie Thorpe, Chief Experience Officer, Ipsos |
| 12:20 | Panel Discussion: Staying Ahead of the Curve
From regulatory and security challenges to new technologies, how do you embrace the risks and the opportunities that create exceptional customer experiences? We’ll be asking our expert panel of speakers how they have adopted regulatory requirements, protected themselves against fraud and risk, and how technology can be a real enabler to the future. |
Hosted by Kate Law, Membership and Learning Director, CCMA
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| 13:00 | Lunch with Optional Site Tour | |
| 13:30 | Close | |
About the Speakers
Jamie Thorpe, Chief Experience Officer, Ipsos UK
Jamie is a well networked CX professional with over 25 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Chief Experience Officer at Ipsos UK. Jamie’s expertise spans Offer, Marketing, CX Platforms and Delivery. He regularly speaks at events and has been engaged with a number of governing bodies. He prides himself on a pragmatic approach that drives actionable intelligence (the So What!). Jamie recognises the triangulation between customer, employee and brand experience and the growing need for brands to be connected to, and active in, this ecosystem. Jamie has, on a number of occasions, been independently recognised as a Top 10 CX Leader in the UK.
Ali Ping, Enterprise Sales Lead, Odigo
In his current role, Ali is the Sales lead for Odigo CX solutions in the UK. Drawing on almost 30 years experience in the Network, Telco and CcaaS industries, Ali beings a wealth of knowledge in leading Sales and Partner engagements in multiple geographies, focused on supporting clients on a digital and CX transformation path. Quoted elsewhere as a sports fanatic and frustrated lawyer, Ali is passionate about allowing technology to drive better customer experience without neglecting the human touch.
Mel Lomax, Awards & Accreditation Manager, CCMA
As the Awards and Accreditation Manager at the 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.
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.
Nerys Corfield, Contact Centre Consultant, Injection Consulting
Steve Gush, Head of Solutions EMEA, FoundeverBook your place(s)
Supported by
Where and when?
Date: Wed 26 Feb 2025
Time: 09:30 - 13:30
Location: Marcus by Goldman Sachs, London
Who is it for?
Contact centre leaders. CCMA members only.
Why should you go?
Network with peers and learn from others around best practices and approaches to push colleagues forward on their unique career journeys.
How much is it?
Included as part of CCMA Membership
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.