We invite you to join this group if you’re responsible for technology in your contact centre, or you’re involved in specifying what technology your organisation uses.
These interactive roundtable events include presentations from industry experts sharing insight and research, member case studies and great debates.
As always, these groups provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.
Agenda
Topic: Demystifying AI: Insights from the Frontline
12:00 – Welcome & Introductions
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| 12:50 – Ask The Expert
As contact centres begin to dip their toes into the AI waters and Agentic Agents, it’s clear there’s no one-size-fits-all approach. Many CX leaders are wondering where to start, how they should build a roadmap to create Agentic AI agents for customer service. Some leaders are even wondering if this is just another hype cycle. Your strategy, processes, customer expectations and existing systems all play a crucial role in shaping how AI can best be integrated into your operations. That’s why we’ve invited David Tainton from Vodafone and Oliver Lennon from Syndeo to join us for an exclusive Q&A session. They’ll be tackling your AI questions head on, helping you navigate the highs, the lows and everything in between on your AI journey. Hosted by Kate Knowles, with:
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13:20 – AOB & close
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Where and when?
Date: Wed 19 Nov 2025
Time: 12:00 - 13:30
Location: Online
Who is it for?
Those responsible for the technology in the contact centre. 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.