How Do You Compare with CCMA Benchmark?

How does your contact centre really compare? Unlock the insights that top performers are using.

How confident are you in your contact centre’s performance and how it measures up against the rest of the industry?

Each year, the CCMA Benchmark programme analyses more than 25 critical performance indicators, giving members an unrivalled view of what good looks like, where excellence is emerging, and where improvement opportunities lie.

Join us for a highly interactive online session as we bring this year’s CCMA Benchmark results to life. Kate Knowles, CCMA’s Services Director, will unpack the most significant trends and shifts from the past 12 months, helping you interpret what the data really means for your operation.

We’ll explore:

Key metrics shaping customer experience, colleague engagement, and operational performance
How performance benchmarks have evolved and what that tells us about the direction of travel for our industry
What these trends reveal about current challenges and opportunities
Expert perspectives from our guest panel on what 2026 and beyond might hold for the industry

Whether you’re looking to validate your identify new opportunities for improvement, or stay ahead of emerging trends, this session will give you the insight and context you need to make confident, data-driven decisions.

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.

Where and when?

Date: Thu 7 May 2026

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

If you want to understand how your contact centre truly performs, this is the session to attend. You’ll gain exclusive insights from the CCMA’s latest Benchmark data, see how your KPIs compare across the industry, and hear expert perspectives on the trends shaping the future of customer operations.

How much is it?

Free to attend.