Personalised Customer Connections at Scale: Making Every Interaction Count

In January, we reported that personalisation was emerging as one of the key trends to watch in 2025.  In this day and age, customers expect businesses to know who they are, understand their needs, and communicate in a way that feels personal, regardless of channel. Despite talking about personalisation for several years, AI is enabling contact centre operations to deliver it, seamlessly. So, how do you achieve that level of personal connection at scale?

In this webinar, we’ll dive into strategies that help businesses create meaningful, relevant, and timely interactions with every customer.

We’ll discuss:

How personalisation can build loyalty and deliver for the bottom line
Using AI and automation to enhance, not replace, human connections
The importance of crafting dynamic content that speaks to individual needs
Building trust through responsible data use and privacy

Leigh Hopwood, CEO, CCMA will be joined by industry leaders including Lisa Beeching, Head of Business Support at ManyPets, Rachel Lewis, Head of Businessline at Natwest, Ray Biggs, COO at Ventrica and Brendan Jackson, COO at Deepdesk, to discover how to make every customer feel valued—at scale—by blending technology with authentic, human-driven interactions.

About the Speaker

Lisa Beeching, Head of Business Support, ManyPets

Lisa Beeching is a seasoned insurance professional with 25 years of experience in the industry. She has a proven track record of delivering innovative change and driving automation in large-scale operations. Lisa’s expertise lies in streamlining processes, enhancing efficiency, and implementing cutting-edge technologies to improve service delivery. Her leadership and strategic vision have consistently resulted in significant operational improvements and cost savings. Lisa is passionate about leveraging technology to transform traditional insurance practices, ensuring her teams are always at the forefront of industry advancements.

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Where and when?

Date: Thu 8 May 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

Discover how to make every customer feel valued—at scale—by blending technology with authentic, human-driven interactions.

How much is it?

Free to attend.