The opportunity to harness artificial intelligence to improve service delivery, streamline operations, and better support the public is growing fast.
Join us for a practical and thought-provoking session exploring the evolving role of AI in public sector contact centres. We’ll discuss how leaders can identify high-impact use cases, overcome barriers to adoption and build credible test cases that deliver value – without losing the human touch.
We’ll share real-world insights from peers who are already experimenting with AI, as well as expert views on what works and what doesn’t.
This interactive online session is designed to help public sector leaders shape their AI strategy with confidence, clarity and purpose, as well as ask questions and leave with ideas to take back to fellow organisational stakeholders.
Agenda
Topic: The Evolving Role of AI in the Public Sector
| 12:00 – Introductions, Welcome and CCMA Update
Members will be invited to introduce themselves and the organisation which they work for.
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| 12:15 – Artificial intelligence: The good, the bad and the ugly
We will share a selection of use cases and applications for the use of AI-powered customer journeys in public sector contact centres and highlight the need for a focus on humans and how technology can help them.
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| 12:45 – Roundtable: How do you build a case for AI?
During this session we’ll open the conversation on where you are on the AI journey. What’s working? What’s not? What are the key challenges? What are the barriers to adoption? How do you build test cases for AI?
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| 13:25 – AOB & close |
Where and when?
Date: Wed 3 Dec 2025
Time: 12:00 - 13:30
Location: Online
Who is it for?
Managers who are responsible for leading contact centre operations within the public sector. Members only.
How much is it?
Free for CCMA members
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.