How to… Succeed with AI – Manchester

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. 

This event is now at capacity, and a waitlist is in operation. Please register your interest below if you would like to join the waitlist.

Agenda

About the Speakers

Rachel Lewis, Head of Businessline, Natwest Businessline

With 40 years of experience across Business, Retail and Operational divisions, Rachel is Head of the Natwest Business Banking Contact Centre and a seasoned leader in financial services. Passionate about engaging people and empowering teams, she focuses on removing friction and creating moments that truly matter for customers and colleagues alike. With a strong background in risk management, she combines strategic insight with a deep commitment to customer experience. Curious and forward-looking, she actively explores how AI can enhance human connection, operational efficiency, and service delivery across banking operations.

Lucie Child, Head of Customer, Transport for Greater Manchester

With a background spanning public and private sectors – from retail and financial services to heritage – Lucie brings a fresh perspective to how organisations connect with the people they serve. She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences. Today, as the Head of Customer at Transport for Greater Manchester, Lucie is on a mission to make the customer experience the best it can be across every touch point.

Ray Biggs, Chief Operating Officer, Ventrica

With over 20 years of experience, Ray has progressed from agent to C-suite executive, working with leading UK brands including John Lewis & Waitrose, Sainsbury’s, and Argos. Ray has led large in-house and outsourced teams both onshore and offshore, and driven strategy and change initiatives across the industry. Now Chief Operating Officer at Ventrica, he oversees Operations, HR, and Technology

Dave Labrow, Customer Service Manager, Bupa UK Insurance

In his role, Dave is responsible for ensuring that leaders and advisors are engaged, equipped, and supported to deliver exceptional service to every customer. Within Bupa, the ambition is to become the world’s leading customer-centric healthcare company. This is achieved through data-driven decision-making, a focus on operational excellence, and the creation of memorable customer experiences.

Joanne Tidy, Senior Business Consultant, Sabio

Jo brings more than 20 years of contact centre expertise, including five years as a Business Consultant in one of the UK’s largest public-sector operations. She works with senior leaders to identify challenges and deliver transformational change. Jo’s specialisms include speech analytics, natural language speech recognition, biometric authentication, performance management and intelligent workload distribution. She has driven digital transformation across a range of sectors, improving outcomes for both customers and employees.

Kevin McGachy, Head of Solutions, Sabio

Kevin leads the AI Practice at Sabio, supporting organisations to adopt conversational and generative AI in ways that deliver measurable business outcomes. Having built his career through the contact centre industry across operations, customer experience, and technology roles. Kevin brings a practical understanding of the challenges leaders face and how to overcome them.

This event is for those who own and / or implement the AI strategic vision within your contact centre. Open to members and non-members. 

Network with peers and learn from others.  

Free of charge.