Customer expectations are rising, and as AI plays a bigger role in contact centres, trust is critical. This CONNECT event focuses on adopting AI with intent – improving CX while protecting credibility, empowering agents, and delivering real value.
This is about moving beyond trends and tick-box compliance to make choices that create better experiences and lasting impact.
Here’s what to expect at this in-person CONNECT event:
- See how your peers are approaching CX in 2026 from proactive engagement and better journeys to building business cases and using AI across channels.
- We will explore the risks of AI in CX and why clarity, accuracy, and credibility are essential to maintaining customer trust.
- Westminster City Council will share practical lessons from introducing AI into their customer contact operation, from careful planning to rapid expansion.
- Our panel of Leaders will discuss purposeful AI adoption to reduce friction, protect trust, elevate agents, and deliver long-term value.
Connect with peers, share ideas, and leave with practical insights you can take back to your contact centre.
Agenda
| 11:30 – Registration and Networking | |
| 12:00 – Welcome
Hear the latest news and updates on the CCMA and what to expect from the day.
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| 12:15 – Open Mic: What are your strategies to improve CX?
Let’s find out how you’re looking to improve the customer experience in 2026. From proactive outreach to improving customer journeys; and are you building business cases or already using AI in front of your customers via any channels?
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| 13:00 – Don’t Put Trust at Risk
AI could transform CX, but it also threatens customer trust. Credibility is everything: when something is 90% right and 10% wrong, it’s 100% untrustworthy. During this session, we will explore the risks of AI in CX, recognising that customers reward brands that prioritise clarity and value over volume and automation.
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| 13:30 – Lunch | |
| 14:00 – The Art of Implementing AI CX As part of a major transformation of their customer contact operation, Westminster City Council introduced AI onto the website. Taking a measured approach, the result was to expand the use quickly. Find out the steps they took and hear the lessons they learnt.
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| 14:30 – Panel Discussion: AI in the Contact Centre: Compliance or Conviction?
In this panel session we will ask leaders why, and how, they implement AI. Instead of chasing trends or ticking boxes, we’ll focus on adopting AI with intent: to reduce customer friction, protect trust, elevate agent roles, and create long-term value. Hosted by Kate Knowles, Services Director, CCMA
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| 15:00 – Optional site tour | |
| 15:30 – Close | |
Supported by
Where and when?
Date: Tue 24 Feb 2026
Time: 11:30 - 15:30
Location: Westminster City Council, London
Who is it for?
This event is for contact centre leaders and managers who run departments or larger units. CCMA members only
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.