26 June 2018, Etihad Stadium, Manchester


  • Inform on the latest award-winning innovations in our market;
  • Explore what ‘must have’ technologies you need to consider;
  • Share detail on a proven, flexible operating model for a truly digital environment;
  • Explain how you engage your current and future workforce to truly support your brand and customer experience


Speakers Announced

Anne Marie Forsyth

Chief Executive

David Holmes

Head of Sales Operations

Ian Black

Head of Customer Service
Coventry Building Society


We know that technology is disrupting how we engage with customers and employees. We know that the pace of change will continue. Our job is to make sense of what the future might look like to best serve our customers and our organisations.

Many of our businesses are still set up for a more traditional and 20th century environment that is no longer fit for purpose. Innovation in how we relate to customers and employees will be critical for future success. How can we begin to make sense of it all? How can we understand what parts of our service offering to leverage and what parts need to be decommissioned? What balance do we need to strike between automation and use of smart technologies and the power of the human touch?

Opening remarks from event chair: Anne Marie Forsyth, CEO, CCA

Keynote: Future Insights

True Customer Service Innovation – a glimpse to the future

Industry Debate

Discussing the critical questions you need answers to, our leading panel of experts will explore customer expectations to 2020, what drivers for change will shape the technology we use and how can we ensure our teams are fully equipped for the challenges ahead.

Employing a global operating model for a digital service environment

Having the right foundation to your operation is the key to success, particularly as we move forward in an ever-changing, 24/7 world. Knowing that the operating model you apply is fit for a digital world offers the confidence to your business, your employees and your customers.

Round-Table Focus Groups

Formally facilitated round-table discussions will offer you the chance to explore the critical questions from the morning's presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

Building an Award-Winning Team

David Holmes, Head of Sales Operations, Sky
Sky's Glasgow Contact Centre Team was described by one of CCA's Excellence Awards judges as, "A genuinely compelling story of how the leadership team, all working together with the absolute belief in doing their best for their people, which in turn benefits the customer."
The Glasgow operation is Sky's biggest contact centre for the 'Save' team, it is the most complex site in the Save Estate for call types and is a base for new customer and offer trials.
Winning 'Team of the Year' for their sector at CCA Excellence Awards 2017, the Sky team will take us on the journey they have travelled to increase engagement and transform their leadership approach and how they resulted in an award-winning centre.

Creating an environment for people to flourish

Ian Black, Head of Customer Service, Coventry BS
"A great demonstration of how putting colleagues at the heart of what you do makes a real difference to overall engagement. The contact centre has led the way for the organisation and is seen as a shining beacon of good practice across the organisation. It is evident that the organisation is doing its best to embed learning across all departments." CCA Excellence Awards Judging Panel 2017
Coventry Building Society are CCA Excellence Awards 2017's Great Places to Work winner. Having the right people who live and breathe their values is paramount to providing the ongoing success at the Society. In today's economic climate, it's becoming increasingly more difficult to hire great talent, which is why they have ensured they have a first-class recruitment and onboarding experience that engages a candidate from the outset and really sets us apart. In this session they will share the secrets of their success and how the wider organisation are adopting their principles for success.

Round-Table Focus Groups

Formally facilitated round-table discussions will offer you the chance to explore the critical questions from the morning's presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

Closing remarks

Networking & drinks

Delegate testimonials and convention 2017 film

"I loved being part of this event. I met some really interesting people and the speakers were very engaging."
CEO, Ten
"Great topics, very focused and delivered by highly qualified and experienced presenters."
Business Development Director - Capita
"I enjoyed the keynote speakers and the wealth of information shared."
Business Partner - HR: People, Planning & Communication, Chartered Banker
"Highly relevant topics and presenters who were experts in their subject matter and who could share in simple language their experience, learning and opportunities presented."
Head of Operations, CYBG
"You really got an amazing attendee list and engagement. I loved the questions, the energy and the thoughtful and provocative discussion. Unstoppable CCA. Congratulations on a fabulous event and generating the best sort of conversations"
Director VGE Portfolio and Chairperson Vodafone Norway, Vodafone
"It was a fast paced, interesting day sharing industry standards and updates, teamed with the opportunity to network with like-minded colleagues."
Customer Service Manager, HomeServe

Previous Speakers

Ben Page

Chief Executive, Ipsos MORI

Kaye Adams

TV Presenter and Radio Host

Greg Reed

Chief Executive Officer, HomeServe Membership

Leon Smith

Captain of GB Davis Cup Team

Kate Mollinson

CBT Therapist, NHS 24

Maureen McIntosh

Head of Customer Experience, SGN

Dr Liberty Vittert

Mitchell Lecturer, University of Glasgow

Sally Fuller

Product Director, Vodafone Global Enterprise

Jules Collins

Head of Call Centres, Nationwide Building Society

William Montgomery


Chet Chauhan

VP Product Management, Salesforce

Pam Heslop

Head of Customer Support Operations, Lloyds Banking Group

Laura Irvine

Partner and Solicitor Advocate, BTO Solicitors LLP

Julie Howe

Quality Assurance Manager, Journeycall

Ola Clark & Carla Savelli

Customer Centric Design Analysts, Atos

Claire Davey


Daniel Liu Yin


Steve Benton


Simon West

Director of Alliances, Twilio

Alex Ayers

Sales Director, Gamma Network Solutions

Mike Baker CBE

Director Personal Tax Operations, HMRC

Lesley Heaney

Head of Consumer Service, Telefónica UK

Christine Nunn

Head of Service Improvement, Student Loans Company

Mark Bloom

Sr. Director, Strategy and Operations, Salesforce

Rich Alvis

Director of Customer Service & Quality, HarperCollins

Paula Kennedy

Vice President, Global Account Management, Convergys

David Johnstone

Managing Director, After Digital

Chris Stroud

Director Customer Management, Sainsbury's Argos

James Leech

Head of Digital Contact, Technology & Innovation – Customer Management Centres, Sainsbury's Argos

Steve Fearon

Applications for Offices of Finance, Supply Chain & HR, Oracle

Mark Walton

Vice President – Europe, Arise Virtual Solutions

Paul Watson

Business Manager, Barclays Global Contact Centres, Barclays

Nicola Collister

CEO, Custerian

Luis Lemus

Global Customer Engagement Director, Plantronics

Who Will Attend

Previous delegates include;

Aberdeen City Council • ACCA • Adactus Housing Group • Advice Direct • After Digital • Agilisys • AIG Insurance • AproCS • Arise Virtual Solutions • Arvato UK and Ireland • Ascensos • Atos • ATOS (NS&I) • Barclays Bank • Barclays Retail Bank • Barclays Wealth • BBC • British Gas Smart Metering • Calmac Ferries • Capita Dixons Carphone • Capita BBC Audience Services • Capita Customer Management • Capita Life & Pensions Regulated Services • Capita O2 • Chelmer Housing Partnership • Cheshire East Council • City Facilities Management • Convergys • Co-operative Bank • Coventry Building Society • CPM UK • Custerian • CYBG • Dacarnie • Diageo • Dixons Carphone Group • DPD Ireland • DVLA Contact Centre • DWP • Easyjet • Ember Services • Equiniti • ESB Networks • Etihad Airways • FEXCO • Financial Conduct Authority • Findel Education • Firstsource • Gas Networks Ireland • GAVI Alliance • Glasgow Caledonian University • Glory Global Solutions • Halifax General Insurance • Harper Collins Publishing • HMRC • HomeServe • HRSC • ICON Communication Centres • Indigo Lighthouse Solutions Europe • Intradiem • Invest Northern Ireland • Irish Water • JB Global • Journeycall • Kcom • KNOWHOW • KURA • Legal & General Retirements • Liberata UK • Liverpool Victoria • Lloyds Banking Group • Marks & Spencer • MBNA • Merchants South Africa (A Dimension Data Company) • Nationwide Building Society • NFU Mutual • NHS 24 • nPower • NS&I • Open Text • Oracle • Orbit Group • Panviva Pty • Parseq • Pearson VUE • People's Postcode Lottery • Pindrop • Plantronics • Police Scotland • QPC • RAC • RBS • RBS Group • Sainsbury's Argos • Sainsburys Bank • Salesforce • SalesSense • Samsung • Santander • Scottish Power • Scottish Widows • Search Consultancy • Servion Global Solutions • SGN • Shop Direct Group • Sky UK • Standard Life • Stellar Europe LLC • Student Loans Company • Sussex Police • Sykes Europe -Telefonica UK • TeleTech • Ten • Tesco Bank • Tesco Mobile • The Pensions Regulator • This is Ape • United Utilities • Virgin Atlantic • Virgin Money • Vodafone Global Enterprises • Vodafone Ltd • Voxpro • Webhelp TSC • Wheatley Group • WorldPay

Book Now

Platinum/Gold Members* Member Rate Non Member Rate Supplier Rate
One day pass - early bird rate until 31 Jan 2018 £279 +VAT £299 +VAT £399 +VAT £799 +VAT
One day pass - rate from 1 Feb 2018 £349 +VAT £379 +VAT £499 +VAT £899 +VAT
* Complimentary Entitlement
All Platinum/Gold Members 1 x comp place per organisation
Platinum/Gold Members who purchased Convention tickets 1 x additional complimentary place per organisation

Registration Form


Gold Sponsor

Servion enables business transformation for enterprises in the area of Customer Experience Management (CEM). Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience. Servion manages over 10 billion customer interactions annually across 60 countries in 6 continents. 3 out of the top 5 banks, 2 out of the top 5 insurance firms and 5 out of the top 10 telcos work with Servion to improve their customer experience.

For more information, visit www.servion.com

Silver Sponsor

Plantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, please visit http://www.plantronics.com/uk/


The conference will held at the Etihad Stadium – Manchester.