AI continues to be the hottest topic in the business world and it’s no different within the contact centre. The challenge is that it can be difficult for operations leaders to cut through the hype and jargon to understand where the greatest potential resides, and how to achieve it.  

For several months we’ve been bringing contact centre leaders together to discuss and debate the merits and use cases of using AI to enable the frontline and to deliver exceptional customer experiences. We have now undertaken a deep dive research project to explore exactly what’s going on.  

Join us as we launch this research, supported by Route 101, which reveals:  

  • the most valuable AI use cases in the contact centre 
  • how to select the right technologies and partners 
  • what you need to know when implementing to maximise the chances of success

Our Research Director, Stephen Yap, will share the findings and discuss the outcomes with a panel of industry leaders including, Dan Cotton, Head Of Operational Innovation at  Simply Business, Nick Coleman, Senior Manager, Customer Care Process and Technology Improvement at Dunelm, and Ben Smith, Technical Solutions Consultant at Route 101.

About the Speaker

Dan Cotton, Head Of Operational Innovation, Simply Business

Dan is a contact centre leader at the forefront of the insurance industry’s evolution. With a passion for driving operational excellence through innovation, Dan has been instrumental in transforming the contact centre technology capabilities on a global scale in his current role at Simply Business. With 19 years of experience in both Insurance and Operations, he possesses a deep understanding of the intricacies and challenges facing the industry.

Nick Coleman, Senior Manager, Customer Care Process and Technology Improvement, Dunelm

Nick is an experienced & dedicated leader driving his teams to deliver service excellence through the implementation of process and technology solutions. With experience across Retail and CPG brands in the UK & globally, his mission has become one of enabling both Customers and Colleagues to have simpler service experiences. At both Mars and Dunelm, Nick has led digital transformation within Customer Care settings with excellent results.

Ben Smith, Technical Solutions Consultant, Route 101

An experienced, highly adaptable technology consultant, Ben is passionate about achieving positive outcomes through intelligent applications of tech. As part of the Route 101 Solutions Engineering team, Ben specialises in the design and deployment of automation and AI solutions to enhance the customer and agent experience.

Stephen Yap, Research Director, CCMA

Stephen designs and delivers bespoke research on topics of interest to the contact centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation.

Prior to this Stephen spent almost 20 years with two blue-chip research firms: Kantar and Ipsos. For more than 20 years Stephen has helped some of the world’s most recognisable brands uncover and satisfy their customers’ wants and needs.

Paul Whymark, Chief Operating Officer, Sensée

Having joined the business in January 2020, Paul is the COO at the UK’s leading pureplay homeworking BPO, Sensée.

Prior to this Paul has spent most of his career in financial services contact centres, with senior leadership roles at Hastings Direct, Royal and Sun Alliance (RSA) and Direct Line Group.

Book your place(s)


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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Supported by

Where and when?

Date: Thu 27 June 2024

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all members and non-members.

Why should you go?

Cut through the hype to find out how leading contact centres are deploying AI, and what to do and not to do when implementing AI systems. 

How much is it?

Free to attend.

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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