The Future is Now

Free to CCMA members, our promise is no waffle, no sales pitches, just straight talking from industry experts.

Our annual conference aims to keep our members up to date with the latest trends and developments in the industry. This year will be no different as we take the UK National Contact Centre Conference online.

Have we got a line up for you! And it’s all FREE! Great stories, loads of ideas for your contact centre operations and insights to help build business cases.

We’ll even be running some never-been-done-before live industry research and sharing the results with you on the spot!

Take advantage of the virtual platform to connect with your peers and industry experts on chat and video in interactive group discussions or one-on-one. Will you be brave enough to try out our networking ‘speed-dating’ feature?


We have Kantar looking at the post-pandemic and post-Brexit world; original CCMA research on changing customer behaviour; and sessions on CX, homeworking, culture, wellbeing, digital and more with leaders like Atom bank, Bupa, The Very Group, musicMagpie, Severn Trent, NICE Ltd, Capita and many others. See the full agenda below.


Once you’ve logged in to the online platform you can have a look around, familiarise yourself with the layout, do a spot of networking, and get ready for our first session of the day.

Leigh will open the conference reflecting on some of the recent changes at the CCMA before sharing news on how the CCMA will continue to support its members through these turbulent times.

Amy will share with us the latest insights into how the world is changing following the pandemic, the impact of the current economic situation across multiple industry’s and a glimpse into what Brexit will bring. She will also share predictions from Kantar exploring the shape of the marketplace ahead, what brands need to do to succeed and crucially what it means to the overall customer experience.

We know customer behaviour has changed. Stephen will reveal how it has changed and how the contact centre is responding by sharing the CCMAs latest research sponsored by Odigo.

Music Magpie has demonstrated that continual change and transformation is the way to survive. Steve will share how the business has responded to recent events and how it is gearing itself up for the future.

Try the ‘speed-dating’ feature to meet new industry peers, experts, vendors, and partners. Select the Networking option in the main menu to be connected with another attendee. Or you can join in the group chat panel or invite someone for a one-to-one.

Capita is a business built on the importance of powerful customer experiences. Aimie will talk about how the business is using technology to improve CX.

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Banks have been under pressure to deliver an engaging customer experience. Michael reveals how Atom Bank is transforming its customer experience in the contact centre and the results so far.

With homeworking here to stay, using technology to enable a smooth customer experience, effective colleague engagement and the ability to meet compliance needs is critical. Hear how NICE has successfully deployed a homeworking technology infrastructure that has supported recent events.

Join one of three breakout discussion groups hosted by an industry expert. Join any session you like where you can ask questions and participate in the debate. Jump in and out of all the sessions if you like, or use the platform’s networking functions to have your own discussions. Choose from the topics below:

Talent Acquisition, Attraction and Retention – Michelle Ansell, Managing Partner, Douglas Jackson

Hosted by Sarah Hunt

Who you hire and the success and retention of your appointments are some of the biggest business decisions you will make and will directly impact your ability to achieve your goals, have more time and be more successful.

This is your opportunity to gain expert advice on your challenges, learn more about wider industry job market trends and how to source the right individuals for your business. Whether you are looking for advice on candidate attraction, the candidate experience, go to market strategy, hiring virtually best practice, or the success and retention of your hires, Michelle is an expert in this field and will be on hand to answer your questions.

CX in the Contact Centre – Gerry Brown, The Customer Lifeguard

Hosted by Stephen Yap

Our lives and customers’ expectations continue to change and evolve faster than ever and as a result your customer experience should be continually adapting to stay ahead of the competition. It’s the survival of the fastest, and those organisations that have reacted more positively, swiftly and effectively than others will survive and thrive.

If you have a question about your approach to CX, CX strategy, customer journeys, technology for CX and how to overcome current CX challenges, please drop in and discuss it with Gerry.

Technology Procurement – Tina Fernandez, Managing Partner, Orbital Law

Hosted by Jackie Pringle

With investment in technology growing, procuring quickly and effectively is critical. Tina is a lawyer specialising in the procurement of hardware, software, telecoms service and cloud, including AI and robots.

She will answer your questions and share her advice in how to avoid common pitfalls and the importance of creating a partnership with your technology provider.

One of the toughest challenges facing contact centre leaders right now is developing a culture that is motivating, engaging and rewarding. Mark will tell us the story of how The Very Group has progressed to build a rich culture that works.

With Jonathan Cowie, Chief Operating Officer, VIVID Housing, Liam Smith, Director of Customer Services, Rank Group and Phil O’Shiel, Director of Operations, Atos.

We ask our members how their operation is changing and what plans they have for 2021. What are their priorities now and how are they investing in the future?

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Implementing a structured and effective colleague wellbeing programme can be challenging but will deliver great results. Judith and Helen will share BPA’s ongoing journey to create an authentic, supportive environment that has adapted well to recent events.

Your last chance to try the networking ‘speed-dating’ feature to meet new industry peers, experts, vendors, and partners, or join in the group chat panel.

Looking after colleague health and wellbeing is in the ethos at Bupa. Learn from Kirk how the business has pushed boundaries to deliver a solution that is valued and delivering for colleagues.

Followed by Live Polls: Planning for 2021 with Stephen Yap, Research Director, CCMA

Following an award-winning culture change programme, Severn Trent has successfully migrated to greater self-service while implementing new digital channels releasing advisors to handle more complex interactions and drive up CSAT.

With contact centres turning to technology to support changing business models, Martin will take us on a tour of what is possible and what your priorities should be to improve both the customer and employee experience.

As she closes this years’ conference, Leigh will reflect on the day and provide one final thought for you to take away.

About the sponsor

Odigo, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world.

Visit us at

Odigo has been supporting the UK National Contact Centre Conference for several years and we are delighted that they have continued this support as we moved to virtual this year.

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Where and when?

Date: Tue 3 Nov 2020

Time: 9:00 am - 5:00 pm

Location: Online

Who is it for?

Contact Centre Directors, Customer Service Directors, Customer Experience professionals, Contact Centre Leaders, Quality Managers, Insight Managers, Business Improvement Leaders, Business Change Managers, HR contact centre business partners, Contact centre learning and development leaders.

Why should you go?

The CCMA’s annual conference shares the latest trends and developments in the contact centre industry. The event offers a balance of industry speakers and member case studies. No sales pitches, no waffle, just straight talking from industry leaders.

Who can attend?

Places are limited to CCMA members and CCMA invited guests. CCMA members can book an unlimited number of places.

How much is it?

Free to attend.

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