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Energy & Utilities: Automation for Efficiency

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This CCMA Leadership Report captures key insights from the summer 2025 Energy and Utilities Leadership Forum, where senior sector leaders came together to discuss their automation strategies, how they balance efficiency with employee buy-in, and how artificial intelligence is transforming their automation projects.

Discover how contact centres in these key sectors are prioritising automation, building businesses cases for projects and starting with ‘small wins’, while focusing on a future or ‘proactive’ over ‘reactive’ service and using automation to get there.

Download now to read the full report.

About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.

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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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