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Contact centres are being pulled in two directions at once: reduce cost-to-serve and raise the bar on experience, while demand volatility, talent pressure, fraud, regulation and AI acceleration all increase the stakes of every customer interaction. The result is that contact centre decisions are no longer ‘operational’, they shape customer trust, revenue protection, risk exposure and brand reputation. This summit is a timely place for senior leaders to come together, compare what’s working, and align on the few moves that will matter most over the next 12–18 months.
This senior-level forum is for leaders who want to move beyond ‘optimising the operation’ and start activating the contact centre as a strategic asset. The agenda is interactive to give you real conversations: how customer insight influences enterprise decisions, how workforce strategy flexes through volatility and change, how to lead restructures fairly, how to prove ROI, and how to protect trust in a higher-risk world shaped by regulation, fraud and AI.
If you’re shaping decisions on customer, cost, risk, people or transformation, this is a high-value day out of the business, and we have an incredible line-up of speakers.
Join us on Tuesday 14 July in Manchester, or send a senior leader who can bring your challenges and take practical answers back. Places are limited, so please confirm attendance early.
Hear the latest news and updates on the CCMA and what to expect from the day.
The contact centre is no longer an operational function to be optimised, it is a strategic asset to be activated. Kirk will set out a clear point of view on how contact centres are evolving from tactical delivery engines into enterprise-wide creators of value and sustainability.
He will challenge you to rethink the role of the contact centre as the organisation’s heartbeat and most powerful source of customer insight; one that actively shapes strategy, informs decision-making, and influences outcomes far beyond the operation itself.
Through a strategic lens, Kirk will frame where leadership attention should be focused and how contact centre leaders can create the space, credibility and influence needed to engage confidently with Boards and senior peers. You’ll leave with a sharper understanding of your role in repositioning the contact centre at the core of organisational success.
Contact centres are operating in a period of constant volatility, shifting demand, evolving customer expectations and rapid organisational change. Fibrus will take a strategic view of workforce planning, exploring how leaders can build future-ready capability, design workforce models that flex, and maintain performance when the ‘normal’ model no longer applies.
Centred on people leadership, Stefan will explore how to plan for future skills, protect culture and engagement, and use coaching-led performance management to help people succeed as roles and channels change. He’ll share his practical thoughts into aligning workforce strategy with operational reality, supporting leaders to lead through ambiguity, and designing an employee experience that sustains resilience, motivation and results at scale.
Workforce restructures are among the most high‑stakes moments a contact centre leader will face, commercially, operationally, and culturally. In this fast-paced, highly practical Q&A, Leigh will be asking Kate what the key HR considerations leaders need on their radar when reshaping teams.
We’ll cover the people-impact decisions that can make or break trust: how to approach restructure planning and process risk, how to think about pay and role changes, and what to consider to protect fairness and consistency.
We’ll finish on the positives: how to come out of change with a stronger culture by rebuilding confidence through reward and recognition, making sure colleagues feel seen, valued, and clear on what great looks like in the new structure.
Whether investing in technology or people, your FD is looking for a return on that investment. How are you proving the ROI? Have attitudes to investment changed? Can you link investment to operational metrics to customer outcomes?
As contact centres take on a bigger strategic role, the risks they carry grow too. Data privacy, regulatory scrutiny, fraud prevention and AI now sit squarely with contact centre leaders, not just legal or compliance teams. This panel debate will explore what it really means to lead with confidence in today’s complex risk landscape where customer trust is increasingly fragile.
The discussion will unpack leadership responsibility and accountability, particularly in increasingly automated environments and when outsourcing services. We’ll debate the risks that come with AI‑driven tools and automated decision‑making and how leaders balance efficiency with protection, especially for vulnerable customers.
Expect to be challenged in your thinking, to consider how risk, trust and responsibility shape long‑term organisational resilience given a secure, compliant and ethical contact centre operation is no longer optional but fundamental to sustainable success.
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Which parts of the organisation are creating the most repeated contact? Will proactive contact make a difference? Does the customer journey irritate or support the experience? Can the customer’s issue be solved first time?
Your contact centre isn’t just a service or sales channel, it’s where your brand is experienced, tested, and believed (or not) in real time. When customers feel the experience matches the promise, loyalty follows.
In this session, we’ll explore how to connect brand experience to every conversation and build consistency so the tone, decisions, and outcomes feel unmistakably ‘you’, regardless of channel. We’ll discuss approaches used by brands with high customer expectations, including the policies and processes that protect the brand promise, the tone of voice and behavioural standards that bring it to life, and the quality and governance habits that keep delivery consistent at scale.
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As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
