27 June 2019, 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

Liz Barclay

CCA Special Adviser and Chair of People & HR Forum

Martin King

Head of Customer Vulnerability
Lloyds Banking Group

Gill Adkins
& Alice Gowers-Taylor

Chelmer Housing Partnership

Riffat Tufail

Vulnerable Customer Programme Lead, Standard Life

Craig McDonald

Director of Customer Service Operations

Paul Lambert

Head of Customer Operations

Paula Kennedy-Garcia

Vice President

Spencer Brooks

Managing Partner



Simon Rainbow


David Cousins

Solutions Architect

Jo Mayer

Co-op Bank

Josh Llewellyn-Jones OBE

World Record Holder


0915-1000 - Registration and coffee

1000-1010 - Opening remarks from event chair

Liz Barclay, CCA Special Adviser and Chair of People & HR Forum
Liz has extensive knowledge of consumer concerns and is one of CCA’s Special Advisers, facilitating workshops and strategy debates on consumer-related issues. She is a distinguished journalist who developed an early interest in consumer affairs in an early career role as money adviser with Citizens’ Advice Bureau. She is highly knowledgeable on consumer issues in general, and on money issues in particular and has presented and produced high-profile consumer affairs radio and TV programmes. She is an Ambassador for the Money Advice Trust and a Consumer Advice Columnist for a national newspaper which gives her keen insights into the issues worrying consumers today as well as an informed view on potential future problems. She has worked as a moderator for organisation including: Consumer Financial Education Body; Financial Services Agency; Trading Standards Institute; and the World Council of Credit Unions. She is also a lay member of the NHS Equality and Diversity Council.

1010-1015 - Welcome and address from the Lord Mayor of the City of Manchester, Abid Latif Chohan

Councillor Abid Latif Chohan was born in a remote village in the Jhelum District in Pakistan’s Punjab province. Abid has lived in Manchester since August 1998 with his wife, Azra.
Abid has worked as a solicitor since 2007 and specialises in immigration and civil litigation law. Abid is the founder and Chair of the British Pakistani Cultural Association which aims to promote Pakistani heritage and culture in the UK. He supports a number of charities and as an active trade unionist has previously chaired the Manchester and Oldham East branch of Unite.
In 2004 Abid was first elected as a Manchester City Councillor for its Longsight ward. He has served as Lead member for Race and Equality and has sat on a number of scrutiny committees including Children and Young People, Communities, Neighbourhoods and Environment, and the Planning and Highways Committee. He has sat on the Licensing and Appeals Committee for several years and served as Deputy Chair for four years.
Abid will formally welcome CCA Summer Convention delegates to the City.

1015-1055 - One size doesn't fit all - Vulnerability and wellbeing

Vulnerability and wellbeing are some of the top issues organisations are tackling – both from a customer and an employee perspective. How can we better support our colleagues to be more resilient and feel more equipped to deal with ongoing disruption? – change ‘disruption’ to ‘uncertainty’
Led by Martin King, Head of Customer Vulnerability, Lloyds Banking Group, this session will look at a number of great examples of how organisations are tackling this to offer the right support to ensure teams are best equipped to deal with increasingly challenging and often difficult conversations with customers. A panel session will follow Martin's keynote with leading brands committed to doing the best for their customers and colleagues.
Participants will include;
• Gill Adkins, Service Centre Manager, Chelmer Housing Partnership
• Alice Gowers-Taylor, Tenancy Support Team Leader, Chelmer Housing Partnership
• Riffat Tufail, Vulnerable Customer Programme Lead, Standard Life, winners of CCA Excellence Award on Skills, Learning & Development.

1055-1125 - Successful Channel Shift

Sky Messaging Team – Winners of CCA Excellence Award - Innovation in Customer Service 2018
Craig McDonald, Director of Customer Service Operations, Sky
Offering the right self-service channels to improve CX and business performance takes real skill and is the nirvana for most organisations. Too often opening new channels with the expectation to reduce voice contact doesn't always come to fruition. However, when it does succeed it can be a game-changer for customer engagement and experience.
This session will showcase the award-winning Sky Messaging Team on how they successfully used customer insight, knowledge and journey mapping to implement a new service offering to customers that is shifting demand and at the same time increasing customer satisfaction. This service gives our customers the option to make contact through the Sky App, Facebook Messenger or SMS. Sky are now one of the biggest providers of messaging in the worldwide service industry with more than fifty thousand messages being handled weekly.

1125-1155 - How industry standards are supporting customer success

CCA Global Standard© bearers lead the way in driving continual improvement in their service proposition. This session will showcase how engaging with colleagues, paying close attention to voice of customer and securing commitment across the business. Knowing you have the correct principles and foundation to build your service proposition reassures and supports confidence in any future change and investment.

1155-1220 - Tea & Coffee and Networking

1220-1300 - 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.

1300-1400 - Lunch, Exhibition and Networking

1400-1440 - KEYNOTE DEBATE: Re-imagining CX to 2020 and beyond - how future tech will transform our people and customers

Why aren't businesses adopting new digital technology advances quicker? What are the fears? What are the barriers? How can we build better ROI business cases so that investment and customer service is not just seen as a cost?
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.


Paul Lambert, Head of Customer Operations, Camelot
Paula Kennedy-Garcia, Vice President, Concentrix
Spencer Brooks, Managing Partner, gobeyond
Simon Rainbow, VP Sales EMA,
David Cousins, Solutions Architect, Twilio

1440-1510 - Inspirational Leadership - Joanne Mayer, Customer Service Director, The Co-operative Bank

What does it take to inspire others to perform at their best? How can you engage your teams across the whole operation to do the right thing for customers because they feel empowered and enabled to do so? Creating an environment for people to flourish is the hallmark of any successful leader.
CCA Director of the Year, Jo Mayer has worked in financial services for almost 30 years progressing from customer facing activity to her current position as Director of Customer Operations at The Co-operative Banking Group. Described by Andrew Bester, Co-op Banks’s CEO as a passionate leader, Jo’s presentation will leave you inspired and motivated to reimagine your people strategy to deliver results for customers and your team.

1510-1550 - Round-Table Focus Groups

Formally facilitated round-table discussions will offer you the chance to explore the critical questions from the afternoon’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.

1550-1630 - Being Resilient - World Record Holder: Josh Llewellyn-Jones OBE

Born with cystic fibrosis, doctors didn't expect Josh Llewellyn-Jones to survive beyond the age of 30. Now heading towards his 32nd birthday, Josh has not only defied the odds to live with a chronic condition, he is now a world-record holder for lifting 1,000,000 kg's in under 24 hours.
A true inspiration, Josh will share his story and explain about building resilience, turning problems into opportunities and the importance of having the right people around you to succeed.

1630-1640 - Closing remarks

1640-1730 - Networking & drinks

Download The Programme

Previous Speakers

Nicola Collister
David Holmes
Head of Sales Operations
Ian Black
Head of Customer Service
Coventry Building Society
George Roberts
Vice President Sales
Servion Global Solutions
Lindsey Rigby
B Manager
Luis Lemus
Director Customer Engagement
Neil Pridham
Director of Sales Strategy EMEA
Ameer Badri
Director, EMEA Sales Engineering
Keiron Sanders
Deputy Director PT Operations
Stuart Balnaves
Head of Learner Experience
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
Prakash Arunachalam
Chief Information Officer, Servion
John Connors
Senior Director, Digital Transformation EMEA, eGain
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

Delegate Testimonials

"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

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

CCA Members qualify for one complimentary place to attend

Standard Rate
CCA Member £200 ex VAT
CCA Member Group (4) £700 ex VAT
General Admission £350 ex VAT
General Admission Group £1100 ex VAT


Gold Sponsors

  • gobeyond are a practioner led Digital and Transformation solutions service provider. We advise, design, test and deliver end-to-end services across all elements of Customer Experience Management. We support clients with CX Strategy, Journey Design, Operating Model, Service Improvement, Multi-channel Operations, Digital Solutions, and Artificial Intelligence. We have a unique and differentiated capability to explore all aspects of change through our Model Office and Lab environments. Using our proprietary Discovery Methodologies we can deliver balanced,  pragmatic and scalable service improvement for customers and colleagues by getting the best out of the latest technology innovations.

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

  • With more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

    Customers worldwide rely on Oracle's complete, modern, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enterprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle's solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds.

    For more information, please visit: https://www.oracle.com/.

  • TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates omnichannel customer experiences on behalf of leading brands across the world. The Company provides outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that creates human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Founded in 1982, The Company's 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience

    visit www.ttec.com/emea

  • Twilio's mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their web, desktop, and mobile software.

    We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software.

    For more information, please visit https://www.twilio.com/

Silver Sponsors


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The conference will held at the Etihad Stadium – Manchester.