Using AI to improve CX whilst reducing costs

Despite the immense value that contact centres bring to organisations through their understanding of, and engagement with customers, the financial pressures are impacting how contact centre leaders operate.

As a result, there is a growing shift towards using technology and AI (artificial intelligence) to support a programme of reducing costs. Critically, these technologies need to not only support the customer experience, but significantly enhance the experience in order to retain customers as their expectations continue to evolve.

During this one hour online seminar, our host, Martin Hill-Wilson, will chair a discussion that explores how the use of AI can provide true customer experience improvements that exceed customer expectations, whilst reducing costs and delivering a strong ROI.

He’ll be supported by a panel of contact centre leaders that will share their experiences and their views, and by our friends at TechSee who are pushing boundaries with their visual AI.

About the Speakers

James Blackwood, Head of Contact Centre at Eurostar

James has been at Eurostar for 23 years in a variety of roles including Ticket Office Manager and Operations Manager in St Pancras, as well as managing our UK-based train crew.

James is currently Head of Contact Centre, and is delivering a strategy to make sure their customers can self-serve effectively through AI and automation, and their Contact Centre teams have tools at their disposal to easily assist those customers who genuinely need their help.

Michael Gartside, Head of Central Operations at Wesleyan

Head of Central Operations at Wesleyan covering Planning, MI, CI and Small change for both our Life and Pensions business as well as our Practice Plan Brand. Working originally at Practice Plan I joined the business for just over 2 years ago and led operational modernisation and digital change programmes to increase self service and drive customer satisfaction. Previously worked at a number of organisation in people leadership roles such as Nationwide, Yell and Santander.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Thu 6 Oct 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

If you’re looking to AI to solve your CX challenge while also under pressure to reduce costs, come and join the debate.

How much is it?

Free of charge

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Go to Top