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Organisations increasingly recognise that learning and development must go beyond standalone training programmes. To deliver real value, development needs to be intentionally aligned with business strategy, future capability needs, and the organisation’s long-term vision.
During this event, we will explore how contact centre leaders are designing development programmes that directly support strategic priorities, strengthen leadership pipelines, and enable teams to perform in an evolving customer environment. Through interactive discussion, expert insight and practical case study examples, we will examine how organisations are moving from learning activity to meaningful impact.
Hear from industry leaders as they share how they are embedding development into everyday work, focusing investment where it delivers the greatest value, and ensuring learning translates into measurable improvements in performance, engagement and customer experience.
Join fellow contact centre leaders to exchange ideas, challenge thinking and explore how development can become a powerful driver of organisational success.
Hear the latest news and updates on the CCMA and what to expect from the day.
For learning and development to truly deliver impact, it must be more than a collection of training initiatives – it must be intentionally aligned to the organisation’s strategy and long-term vision. This open mic session explores how development programmes can be designed to directly support business priorities, ensuring that learning not only builds capability but also drives measurable organisational outcomes.
Developing contact centre teams is about more than improving performance today; it’s about creating sustainable career pathways, building leadership capability, and strengthening succession pipelines for the future.
This keynote will explore how organisations can move beyond traditional “training events” and instead create development experiences that are continuous, visible, and meaningful. When learning is embedded into everyday work and aligned to strategic goals, it becomes a powerful engine for engagement, growth, and long-term organisational success.
Hear how United Utilities are aligning their learning and development programmes to their organisational strategy and long-term vision. Discover the practical steps they’ve taken to ensure development initiatives support business priorities, strengthen capability across the operation, and deliver measurable impact.
In today’s rapidly evolving contact centre environment, development programmes must do more than deliver training – they must enable performance, support organisational strategy, and improve customer outcomes.
Our panel of senior contact centre leaders will explore how learning and development is intentionally aligned to business vision and priorities.
The discussion will go beyond theory to focus on the real decisions leaders make: what development initiatives they prioritise, what they’ve deliberately stopped doing, and how they ensure learning investments translate into meaningful behavioural change on the floor.
Expect practical insights into how development programmes can genuinely move the dial for both people and customers.
