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 the frontline, 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 the frontline, 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 frontline 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 | |
About the Speakers
Don Haddaway, Founder and Director, Artisiam Ltd
Don brings over 35 years of expertise in customer experience and technology innovation. He has guided global enterprises including HSBC, Marks & Spencer, Legal & General, AT&T, and Philip Morris International through strategic transformations that balance cutting-edge innovation with operational excellence. Don specializes in what he calls “The Art of the Possible” – designing and implementing CX solutions that leverage AI, cloud contact centres, conversational analytics, and automation while managing the inherent risks of technological change. His cross-industry perspective spans finance, retail, insurance, telecommunications, and media, making him uniquely positioned to address the complex relationship between trust, risk, and customer experience innovation.
Sarah Williams, Director Customer Experience, Westminster City Council
Sarah is a seasoned CX leader with over two decades of experience in Customer Service, Strategic Planning and Organizational Leadership. As Chief Customer Experience Officer at Westminster City Council and a Head Judge for the national Contact Centre Awards, she leads a dedicated team focused on delivering exceptional service to residents, businesses and visitors. Driven by innovation and a passion for excellence, Sarah advances initiatives that enhance the customer journey, streamline processes and introduce cutting‑edge technologies. Her collaborative approach strengthens internal and external partnerships, fostering continuous improvement and a truly customer‑centric culture.
James Blackwood, Head of Contact Centres (UK and Belgium), Eurostar
James has spent 27 years at Eurostar, building extensive experience across a wide range of operational and leadership roles. His career includes positions such as Ticket Office Manager and Operations Manager at St Pancras, as well as responsibility for managing Eurostar’s UK‑based train crew. Currently Head of Contact Centres for the UK and Belgium, he leads the delivery of a customer‑focused strategy. James is committed to ensuring his teams have the right skills and tools to effectively support customers who genuinely need assistance, providing tailored, personalised service while leveraging the most appropriate technology.
David Goodchild, Continuous Improvement Manager, Car Care Plan Group
David is a continuous improvement leader specialising in contact centre transformation and the practical use of AI in customer operations. With over twenty years’ experience across technology, performance management and customer experience, he has delivered major programmes including CCaaS migration, voice analytics, WFM, Salesforce optimisation and AI‑driven service redesign. David combines operational pragmatism with deep technical capability to improve customer journeys, efficiency and colleague experience. As part of Car Care Plan’s wider innovation efforts, he helps shape how AI and emerging technologies are adopted responsibly and effectively to create simple, scalable solutions that work for customers, advisors and the business.
Amit Namjoshi, Executive Director for Microsoft Technologies in EMEA, TTEC Digital
Amit is an ardent promoter of collaboration and collective excellence, with a passion for using technology to accelerate growth and transform lives in Customer Experience. As Executive Director for Microsoft Technologies in EMEA, he leads Microsoft Delivery, the CCaas Practice and is involved in AI transformation programmes across the region. With over two decades of global experience across technology, engineering, marketing, and customer experience, he has built and scaled practices from the ground up, delivered complex digital transformations, and pioneered innovative delivery models. Amit brings energy, creativity, and an outcome-driven mindset to every engagement, with a proven track record of leading multicultural teams and shaping strategic customer relationships.
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.