The UK National Contact Centre Conference

Get ready to be inspired by the people and stories driving real change in customer contact.

A key benefit for CCMA members, we are inviting you to come together, to be inspired and network with senior leaders and industry colleagues.

Taking place on the top floors of the QE11 Centre in Westminster, in a private event suite, with stunning views of the Houses of Parliament, Big Ben and Westminster Abbey, delegates will have the opportunity to meet and listen to award winning contact centre professionals, whilst exploring the latest technology and meeting with potential partners in a small expo.

08:00 – Registration and Networking
09:00 – Dreaming Big As our industry prepares for the future, so does the CCMA. Leigh will share how the CCMA continues to support contact centre professionals and how you can take advantage of the opportunities available. With Leigh Hopwood, CEO, CCMA
09:30 – The Future is Not Written From AI-driven transformation and the rise of digital colleagues to the evolution of human roles and proactive customer care, Stephen and Nicola will discuss the trends, threats and opportunities set to define the contact centre industry in the coming months and years ahead. With: Stephen Yap, Research Director, CCMA Nicola Millard, Principal Innovation Partner, BT Business
09:55 – Lloyds Bank: At the Heart of the Fight Against Organised Crime The Complex Fraud and Investigations (CFI) team at Lloyds plays a unique role ensuring that customer accounts are safe from fraud and that contact centre colleagues can do their jobs without the stress of dealing with fraudsters. Dan shares the team’s innovative approach to fraud prevention and tackling organised crime. He highlights some of the unique attempts at fraud they’ve experienced, why an attempted attack on the bank’s IVR system led to new learnings about fraudster activity, and why collaboration has been a critical factor. UKNCCA Gold Winner: Change & Innovation Team of the Year (CX) With Liam Bamford, Fraud Systems and Control, Lloyds Bank
10:15 – Check In: Your AI Journey We all want to know where everyone else is on their AI journey. Are you behind the curve or is someone doing something that you could be doing? During this open mic session, Kate will be asking you to share your progress, tapping into use cases that focus on supporting colleagues, where AI is delivering for CX and how this new technology is transforming operations through the use of powerful insights. With Kate Knowles, Services Director, CCMA
10:45 – Networking Break – Visit the Experts
11:15 – Customer Vulnerability: Breaking Down Barriers Vulnerability is something all contact centres are dealing with. For this council, their Vulnerability Project focused on improving the support for vulnerable residents. Sarah discusses the mechanisms that helped this project get off the ground, and why pushing boundaries and delivering ‘relentless innovation’ have been fundamental to its subsequent success, which includes closing over 13,000 cases in less than a year, a 13% reduction in the existing repairs inbound queue and a 97% satisfaction rate in post-case surveys. With Sarah Williams, Chief Customer Experience Officer, Westminster City Council
11:35 – Restructure Results in ENPS Uplift at The AA In 2022, the AA merged three siloed contact centres to align processes and strengthen their collective impact. After a restructure that impacted colleagues, Kate will invite the team to reflect on how the QA function has transformed with a new framework focused on measuring real customer outcomes and how they have overhauled their resource planning, from revamped shift patterns for 2,300 frontline colleagues to introducing flexible working. The result is a significant increase in Employee Net Promoter Score with a more engaged team. UKNCCA Gold Winner: Quality Team of the Year, Contact Centre Support Team of the Year Hosted by Kate Knowles, Services Director, CCMA with: Laura Muriel, Group Customer Outcomes Manager Simone James, Scheduling Manager Stuart Noone, Real Time Manager
12:05 – CX & AI: What’s Possible? AI is transforming customer experience—fast. Advancements in computing power, synthetic data, and new language models are reshaping how we engage with customers. The AI Agent era is here. A future of experiences, enhanced by AI. Are your strategies ready? Stu will break down what’s happening and what’s coming. With Stuart Dorman, Chief Innovation Officer, Sabio Group
12:30 – Networking Lunch – Visit the Experts
13:30 – Shaping Your Leadership Skills We all talk about the future of customer contact, but how often do we stop and ask how our leadership is shaping it? In this practical advisory session, Mel Lomax will invite you to reflect on where you’re focusing your energy and how that’s driving real change. Together, we’ll dig into what’s working, what’s missing and what’s next. Expect practical advice, shared experiences and a chance to rethink how bold ambition becomes meaningful action. Rethink how you can take your bold ambitions and turn them into meaningful outcomes for your colleagues and customers. With Mel Lomax, Learning & Accreditation Manager, CCMA
13:50 – Panel Debate: A Contact Centre Strategy for Tomorrow The opportunities and challenges industry leaders are facing today require a different contact centre strategy for the customer and operation of tomorrow. Gone are the days of trying to do more with less. Total transformation is the order of the day. During this panel debate, we’ll uncover how leaders are adapting to the strategic challenges around them; from the onslaught of AI on a backdrop of rising costs, to streamlining channels that work and the endless chase to meet customer expectations. How do contact centre leaders need to think differently and adapt their operations to meet the needs of tomorrow? Hosted by Leigh Hopwood, CEO, CCMA with: Kirk Bradley, Customer Service Director, Bupa Marko Ivanovic, Global Consumer Relations Director for Digital Strategy and Product Innovation, Haleon Sarah Leff, Operations Director, Interact Pierre Coppin, Senior Director Strategy & Operations – Customer Service Group, Sky Tom Watsham, Head of Global Customer Service, Vivo Barefoot
14:25 – Interview with Francesca Rea, Director of Customer Operations, NewDay Hosted by Leigh Hopwood, CEO, CCMA
14:45 – Networking Break – Visit the Experts
15:15 – Heineken Building a People Focused and Positive Culture What makes Heineken’s contact centre a great place to work? Paul details the global drinks brand’s focus on its people, the culture it has nurtured and the leadership secrets behind why its customer care team was able to thrive and hit significant performance targets last year, including First Contact Resolution of 75% on a target of 70% and Average Speed of Answer of 39 seconds on a target of 45 seconds. UKNCCA Gold Winner: Leadership Team of the Year in a Small Contact Centre With Paul Mazoyer, Head of Customer Care, Heineken
15:35 – Presentation of Futures Graduates Let’s recognise the first cohort of future leaders who will be presented with their certificates having passed the Futures: Leadership Programme, accredited by the CCMA. With Leigh Hopwood, CEO, CCMA
15:45 – Experiences That Shape Us This year’s keynote will take a more personal turn, with an inspiring session that goes beyond the corporate lens. Our guest keynote speaker will share reflections of the mind, how our experiences shape our reactions and our destiny, and how to feel good about yourself in order to achieve your dreams. It’s a chance to pause, connect and be reminded that we are human, and as humans we have some fundamental psychological needs. With Dr Linda Papadopoulos
16:30 – Close: A Final Thought Closing this year’s conference, Leigh will reflect on the day and provide one final thought for you to take away. With Leigh Hopwood, CEO, CCMA
16:45 – 18:00 – Close and Networking Drinks with The Experts

About the Speakers

Stuart Dorman, Chief Innovation Officer, Sabio

Stuart Dorman is at the forefront of customer experience innovation.

As Chief Innovation Officer at Sabio Group, Stuart plays an instrumental role in guiding organisations toward transformative customer interactions – a role he’s been doing for nearly three decades and one which has cemented his position as a visionary CX thought leader.

With an innate understanding of how technology and human insight combine to create brilliant CX, Stuart’s approach goes beyond conventional thinking and challenges organisations to reimagine customer engagement.

At Sabio, Stuart’s vision turns possibilities into realities. He is a well-known and respective figure across the global CX circuit, regularly speaking at industry events and conferences and remains an instrumental mind behind Sabio’s advanced technology portfolio of cutting-edge contact centre, AI, Data and CRM technologies.

Leigh Hopwood, CEO, CCMA

As CEO at the CCMA since 2020, Leigh is drawing on her 20+ years’ experience in supporting the contact centre industry, holding leadership positions in a variety of membership organisations and as a professional marketer. Her mission is to support the development of the contact centre industry, give it a voice in society and to improve its overall reputation.

Leigh has been an awards judge since 2006, industry speaker and host of CareerTalk, and she sits on the Profession and Business Services Council in the Department of Business and Trade (DBT) on behalf of the contact centre industry. She is an Honorary Fellow of the Chartered Institute of Marketing and a Chartered Marketer.

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.

The Venue: QEII, Westminster, London

Going into it’s 13th year, and a key benefit for CCMA members, the UK National Contact Centre Conference will take place on the top floors of the QEII Centre in Westminster in a private event suite with stunning views of the Houses of Parliament, Big Ben and Westminster Abbey.

Directions

The nearest tube is Westminster. For transport links and for parking information, click here.

Where to stay

Situated in the heart of Westminster, the QEII Centre is within walking distance to lots of hotels. The nearest hotels to the conference venue can be found here. Please contact these hotels directly to book your accommodation.

Where and when?

Date: Tue 29 Sep 2026

Time: 09:00 - 18:00

Location: QEII Centre, Broad Sanctuary, Westminster, London, SW1P 3EE

Who is it for?

This event is for contact centre managers and above who run departments or larger units. If you guide teams, set strategy, or make key decisions, you’re encouraged to attend.

How much is it?

Included in CCMA membership.

£199 + VAT for non-members.

Why should you go?

Be inspired. Hear award-winning case studies. Network with peers.

Agenda