Knowledge Management: Balancing Efficiency, Empathy and Human-AI Collaboration 

Knowledge management in contact centres is evolving. Once seen mainly as a tool for driving efficiency, it is now central to enabling authentic human connection, and increasingly, to shaping effective collaboration between people and AI.

This online seminar will explore how to design knowledge strategies that reduce friction for both customers and frontline colleagues, while also creating space for empathy, judgment, and personalised service. We’ll also look ahead to how organisations can prepare today for a future where knowledge management is a foundation for human-AI synergy. 

During this interactive panel session, we will explore the following themes: 

• Human-centred design – building knowledge tools that support frontline colleagues in real conversations. 
• Consistency with flexibility – delivering fast, accurate answers while allowing room for empathy and personalisation. 
• Colleague empowerment – using knowledge to build confidence and reduce stress in high-pressure environments. 
• From efficiency to experience – balancing operational gains with improved customer outcomes. 
• Preparing for human-AI collaboration – how knowledge management will underpin the next generation of customer service. 
• Measuring success – going beyond efficiency to track customer satisfaction, loyalty, and frontline colleague wellbeing 

Join Leigh Hopwood, CEO at the CCMA, as she hosts an informative and advice-laden debate with:   

• Gillian Lamb, Knowledge Manager, John Lewis Partnership 
• Blanche Limousin, Knowledge and Customer Success Manager, Mayday 
• Radostina Petrova, Unit Lead, NatWest Businessline

Together we will discuss how the next generation of Knowledge Management can blend AI, empathy, and colleague empowerment to create interactions that are not only smoother and faster but also more human and effective. 

About the Speakers

Radostina Petrova, Unit Lead, NatWest Businessline

With a strong background in risk strategy, emerging risks, and consumer duty, Radostina is passionate about improving outcomes for customers in vulnerable situations and driving service excellence through thoughtful leadership. She is curious by nature and currently leads on AI integration, exploring how intelligent tools can enhance both agent performance and customer experience. Known for her collaborative style and commitment to continuous improvement, she brings energy, empathy, and innovation to every challenge. Her work reflects a deep belief in purposeful service, empowered teams, and the potential of technology to transform customer care.

Gillian Lamb, Partner & Knowledge Manager, John Lewis Partnership

With over 25 years’ experience in Contact Centre Customer Service, and the last 4 years dedicated to knowledge management, Gillian looks forward to a future embracing human and AI collaboration in knowledge management. She is passionate about enabling and empowering frontline colleagues to deliver brilliant retail experiences.

Blanche Limousin, Knowledge & Customer Success Manager, MayDay

With several years of experience in the SaaS and AI ecosystem, and a Master’s degree from a French international business school, Blanche is passionate about empowering brands through customer success and effective knowledge management.

Open to all.

Join us while we discuss how the next generation of Knowledge Management can blend AI, empathy, and colleague empowerment to create interactions that are not only smoother and faster but also more human and effective. 

You’ll gain actionable insights on how to: 

• Design smarter KM strategies that harness AI for faster, more personalised customer experiences without losing the human touch. 

• Empower frontline colleagues by reducing stress, supporting judgment calls, and building confidence in high-pressure environments. 

• Look ahead to 2026 and beyond, with a roadmap for turning knowledge management into a true competitive advantage that balances efficiency, customer experience, and innovation 

Free to attend.