Every contact centre leader is on a journey with AI, but where do you start? Many are in the exploratory phase, under pressure to identify use cases to ‘use AI’, while others have secured investment through strong business cases and are looking for the ROI.
The CCMA has teamed up industry experts, Sabio, to help operational leaders take their first steps in adopting AI. We’ll be exploring key areas for consideration, such as how to prepare your knowledge base for AI, how to integrate Agentic AI with your human team and how to optimise your channel strategy with AI. As well as sharing stories of success, we’ll be educating on the pitfalls too to help you navigate this latest tech opportunity.
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. |
Leigh Hopwood, CEO, CCMA |
| 10:15 | Open Mic: Where Are You on Your AI Journey?
Every contact centre leader is on a journey with AI. Many are in the exploratory phase, under pressure to identify use cases to ‘use AI’, while others have secured investment through strong business cases and are looking for the ROI. Where did you start? How far have you come? What lessons have you learnt already? |
Leigh Hopwood, CEO, CCMA |
| 10:45 | Keynote Speaker: AI in Action: Identifying Value and Navigating What’s Next
In this session, Kevin will share his approach to helping organisations identify and adopt impactful AI use cases, define value-driven metrics, and apply a balanced scorecard for a comprehensive assessment. The session will conclude with a forward-looking perspective on what’s next (or already emerging) in the AI landscape. |
Kevin McGachy, Head of Solutions, Sabio |
| 11:15 | Break | |
| 11:30 | Sharing the Journey: Making AI Work at Benenden Health | Vicky Williams, Head of Digital Transformation, Benenden Health |
| 12:00 | Panel Discussion: Beyond the Hype to Deliver Value
AI promises efficiency, personalisation, and cost savings—but with reports suggesting that early adopters may not be delivering the value promised, what does it really take to make it succeed in the contact centre industry? This panel brings together views from operations, technology, and customer experience to debate the critical success factors for AI adoption. From workforce transformation and data quality to ethical deployment and customer trust, we’ll explore the tensions between ambition and reality. Expect candid insights and actionable takeaways to help you move from experimentation to impact. |
Hosted by Leigh Hopwood, CEO, CCMA
|
| 12:45 | Final Comments and Close | Leigh Hopwood, CEO, CCMA |
| 13:00 | Lunch with optional site tour | |
| 13:30 | Close | |
About the Speakers
Debbie Rankin, Head of Emerging Channels, HSBC
Debbie Rankin is a dynamic leader with over 25 years of experience transforming customer experiences and driving innovation across contact centres. As Head of Emerging Channels at HSBC, she leads pioneering AI and automation programmes shaping the future of customer service, overseeing millions of interactions across chat, social, and automated platforms. Recognised with multiple awards for leadership and impact, Debbie is passionate about unlocking potential in people, harnessing technology to deliver real results, and turning big challenges into even bigger successes.
Vicky Williams, Head of Digital Transformation, Benenden Health
Vicky leads strategic programmes that blend technology, innovation, and business change. She drives the adoption of technology, including AI, across customer journeys, operations, and product development. Vicky champions cross-functional collaboration through innovation forums and agile delivery, enabling scalable transformation. Her background includes roles in service enablement and transformation at BT, underpinned by expertise in data analysis, continuous improvement, and Six Sigma.
Supported by
Where and when?
Date: Wed 25 Feb 2026
Time: 09:30 - 13:30
Location: Sky, Livingston
Who is it for?
This event is for those who own and / or implement the AI strategic vision within your contact centre. Open to members and non-members.
Why should you go?
Network with peers and learn from others.
How much is it?
Free of charge.
Become a member for
- Free events
- Discounts on training
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- A huge peer network
Join today for immediate access.