Great CX: How?

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 During this open mic session we will explore as a group how we are seeing customer expectations change and what techniques we’re using today to delight customers. We’ll also ask whether these approaches are truly creating customer value and loyalty.	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, your frontline need to have the knowledge and the skills to be able to respond appropriately to the interactions they are faced with. We’ll explore what they might face and how you can ensure your frontline are ready.	Melanie Lomax, Training & Accreditation Manager CCMA
11:30	Break
11:50	Case Study
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 to create brilliant customer experiences? We’ll be asking how the panel adopts regulatory requirements, protects against fraud and manages risk, and how technology can be a real enabler to the future.	Hosted by Kate Law, Membership and Learning Director, CCMA with: Alex Williams, UK Power Networks Sarah Card, Goldman Sachs
13:00	Lunch with optional site tour
13:30	Close

About the Speakers

Ryan Rubertazzi, Head of Consumer Sales & Care, Vodafone

With 20 years’ experience in the Telecoms sector Ryan currently leads the consumer sales & care operation within Vodafone UK. Prior to this he has held a number of leadership roles across Technical, Marketing and Commercial teams.

Matt Rumins, EMEA Head of Consulting, Intradiem

Matt works alongside Intradiem’s customers to maximise their returns from using their Intraday Automation platform, understanding their challenges, and delivering tailored solutions that improve key metrics – Engagement, Efficiency and Experience.

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

Before setting up her consultancy, Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Since setting up Injection Consulting, Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for, and an assessor of vendor technologies. This 8-year immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits, delivering transformation programmes, judging prestigious awards like the European Contact Centre and Customer Service Awards, chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

For the last 5 years Nerys has worked hand in glove with Atos Unify as a Contact Centre Consultant for their global client base bridging the gap between the operational needs and the contact centre technologies available in the market.

Steve Gush, Head of Solutions EMEA, Foundever

Steve has over 20 experience of designing, building and managing customer experience solutions. Steve’s early career was focussed on managing technology across global BPO contact centres, migrating thousands of contact centre agents voice platforms, implementing new contact centres across Europe, North America, Africa and Asia Pacific. Migrating technology services to cloud and implementing cx solutions to enhance customer experience from process to conversational automation, driving value through analytics and AI.

Today Steve focuses on designing contact centre solutions of the future bringing together people, process and technology to drive value to global brands through enhanced customer experiences.

About the CONNECT event series

Hosted on CCMA member sites around the country, the CONNECT event series aims to bring our members together again, at a local level, as we start to emerge from the restrictions of the pandemic. They aim to deliver insights, enable talking points and give you a chance to hear the views and experiences of others.

Each event will take place in a different town or city around the UK and will cover different relevant topics appropriate for contact centre leaders and those that run contact centre operations.

Agenda

About the Speakers

About the CONNECT event series

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