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Automate with Care: Preserving Culture in the Age of AI

Wed 24 Sep 2025
09:30 - 13:30
Derbyshire, East Midlands
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As technology evolves at pace, contact centre leaders are under increasing pressure to modernise operations—while staying true to the values that define their people and culture. Balancing the promise of AI and automation with the human elements that make customer experience exceptional is one of the defining challenges of our time. 

Failing to prioritise culture during this shift can lead to disengaged teams, weakened service delivery, and long-term reputational risks.

Here’s what to expect during this in-person CONNECT event:

  • Share your perspectives in an interactive Open Mic discussion on how to protect and nurture a strong workplace culture as technology transforms the way we work.
  • Discover how DHL Express reimagined its contact centre operations to enable AI-readiness—without compromising service standards or its people-first culture.
  • Learn from our expert panel how leading brands are building future-ready operating models that balance tech innovation with human connection.
  • Connect with industry peers, swap ideas, and walk away with fresh insights to shape the future of your contact centre culture.

Join us at DHL, East Midlands, for a thought-provoking and collaborative session focused on helping you lead through change—without losing what makes your culture great.

This event is now fully booked, however a waitlist is in place. We will notify you if a spot becomes available.

How much is it?

Included as part of CCMA Membership.

Why should you go?

Network with peers and learn from others.

Who is it for?

This event is for contact centre managers and above who run departments or larger units looking to balance technology innovation with a strong, people-first culture. CCMA members only.

Agenda

09:30

Registration and Networking

10:00

Welcome 

Hear the latest news and updates on the CCMA and what to expect from the day.

Kate Knowles, Services Director, CCMA
10:15

Open Mic: How do we Protect and Nurture a Good Culture as Technology Evolves?

CONNECT with other leaders from across the contact centre industry in this Open Mic session, where our Membership & Learning Director, Kate, will explore how organisations can retain their cultural identity while navigating technological change. As AI and automation reshape service models, how do we ensure people remain at the heart of our operations?

Kate Knowles, Services Director, CCMA
11:00

Keynote Speaker – There’s No Algorithm for Trust: Why Culture Still Wins

This one tackles the myth that AI can replace emotional intelligence. I’ll walk through how trust, ownership and human connection remain the foundation of high-performing teams, especially when systems change faster than people can adapt

Lee Houghton, Leadership Coach & Operational Excellence Specialist, Get Knowledge
11:30

Break

11:50

Case Study: Human at the Core: DHL’s Blueprint for Balancing Automation with a People-First Approach

Discover how DHL Express transformed its contact centre operations to embrace the next wave of AI and automation, while preserving its industry-leading service standards and people-first culture. This session explores how centralising services and leveraging strategic technology partnerships can prepare organisations for scalable innovation.

Learn how DHL maintained a 90% call answer rate within 10 seconds and continued to earn workplace excellence awards, offering a practical blueprint for modernising operations without compromising brand values or the human touch.

Jen Sharp, VP Customer Service, DHL Express
12:20

Panel Discussion: Preserving What Matters: Culture in a Tech-Driven World

Join our panel of industry leaders as they share how they’re adapting their operating models to embrace AI and automation, while staying true to the people-first values that underpin strong workplace culture. Hear how these organisations are maintaining service excellence, employee engagement, and brand identity amid fast-paced digital change. This discussion will focus on practical approaches to balancing technological advancement with the human elements that drive trust, connection, and long-term success in the contact centre environment.

Hosted by Kate Knowles, Services Director, CCMA with:

  • Hannah Ratcliffe Barnes, Social Media Lead, HSBC
  • Daljeet Kaur, Operations Director, Valda Energy
  • Barry Cooper, Group Head of Customer Experience, Moneycorp
13:00

Lunch with optional site tour

13:30

Close

Speakers

Kate Knowles

Services Director
CCMA
Kate uses two decades of contact‑centre expertise to support members and strengthen the industry through guidance, collaboration and operational insight.

Lee Houghton

Leadership Coach & Operational Excellence Specialist
Get Knowledge
Lee coaches senior leaders to transform culture and performance, using a straight‑talking, heart‑led approach to reshape leadership behaviours and create environments where people choose to excel.

Register for this event here

Join us and your industry peers at this exclusive CCMA event
Secure your place today.
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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