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
In this session, Alvin will take us through Dojo’s journey to successfully integrate AI into the heart of their contact centre. |
Alvin Lobo, Head of Performance, Dojo |
| 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 | |
| 13:30 | Close | |
About the Speakers
Alvin Lobo, Head of Performance Management, Dojo
Alvin leads the customer-centric support functions – Forecast & Planning, Training, Quality & Knowledge and Operational Data and Insights.
Over the last 5 years Alvin has helped build and develop the contact centre at Dojo into a multi-award winning Operation. With Dojo’s international expansion, Alvin is now focused on leveraging AI to augment the customer and agent experience
Starting his career at Zurich Insurance, Alvin held various positions in the organisation over a 10 year period before joining Ovo Energy as Head of Forecasting & Planning before joining Dojo.
Alan Mullen, Senior Customer Care Manager, Superdry
With 20 years of experience as a Contact Centre Leader in Financial Services and Retail, Alan leads the Superdry Customer Service Team alongside his role as Business Change Manager.
Having transformed Superdry’s Customer Service to a Digital First approach, and leading the operations teams through a full CRM re-platform to Salesforce, he is now deploying automation and Gen-AI in the Contact Centre to deliver faster resolutions aligned with industry-leading FCR and CSAT.
Supported by
Where and when?
Date: Wed 28 Jan 2026
Time: 09:30 - 13:30
Location: Worcester Bosch, Worcester
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
- Member hotline
- A huge peer network
Join today for immediate access.