Open to both members and non-members for the first time, this year’s Convention brings together cross-sector leaders at a time when organisations are navigating rapid change in customer expectations, accelerating AI adoption and evolving workforce models.
 
Under the theme Rebuilding Trust. Embracing Technology. Leading Transformation., today’s programme explores how organisations can lead large-scale change while balancing technology, people and accountability.
 
The opening keynote will be delivered by Nagla Thabet, Customer Service Director at Scottish Widows, who will examine human-led leadership in a technology-enabled world, exploring how purpose, culture and workforce capability underpin trust and performance.
 
Public sector transformation will be a key focus, with Tim Moss, CEO of DVLA, sharing insight into leading digital and workforce change at national scale, including joined-up customer journeys, AI in customer contact and capability building across complex public services.
 
The afternoon keynote will be delivered by Jim Foster, Senior Director Global Support at HP, exploring AI at scale and the reinvention of the contact centre as a strategic driver of organisational capability and customer experience.
 

CEO Leadership Debate

A major feature of today’s agenda is the CEO Leadership Debate, led by Anne Marie Forsyth, Executive Chair of CCA Global.
 
Bringing together senior leaders from across sectors, the session explores how automation, personalisation and human-centred leadership will redefine customer experience over the next decade, while examining accountability for workforce readiness and the evolving role of CX leaders.
 
Panellists include Nagla Thabet, Tim Moss, Corinne Ripoche, CEO of Capita, Jim Foster, and David Hornell, Executive Director Service Operations at JP Morgan Chase.
 

CCA Future Scenarios 2030

Today’s programme also includes the launch of CCA Future Scenarios 2030, developed over the past year with CCA Global’s Industry Council in partnership with PA Consulting and NICE.
 
The research explores how customer service is being fundamentally rewritten by AI-driven transformation and argues that the future of service leadership is no longer defined by faster and cheaper alone, but by knowing where to move fast and where to slow down.
 
Using future scenarios and emerging customer personas, the session will challenge how leaders think about service, trust and transformation over the next decade.
 

Breakout Leadership Labs

The Convention will close with Breakout Leadership Labs, where delegates will join one of three small-group, discussion-led sessions designed for senior leaders to collaborate, challenge thinking and share practical experience.
 
Sessions include:
  • AI, Accountability & the Customer Agenda

How organisations adopt AI responsibly while maintaining governance, trust and accountability. 

  • Workforce of the Future

How roles, skills and expectations are evolving, and what this means for capability, culture and customer experience. 

  • Fraud, Security & the Frontline Experience

How organisations support frontline teams to balance risk, trust and operational pressure in real time.

Convention Partners

The CCA Annual Convention 2026 is supported by strategic partners working at the forefront of customer experience and service transformation, including Platinum Partner QStory, Gold Partner eGain, Silver Partner Capita, Bronze Partner NSN and Breakout Partner Smartnumbers.
 

 

PLATINUM PARTNER: QSTORY
Tactics for aligning your workforce performance
The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance. QStory works with organisations to unlock smarter, more agile performance, without compromise, helping them not only to implement new tools, but rethink the way work gets done. Read more here...
 
GOLD PARTNER: EGAIN
10 Use Cases for Gen AI
From creating effective prompts to generating follow-up correspondence, each use case shows how to derive tangible value from generative AI. Whilst generative AI is available to all, it will be organisations that have robust Knowledge Management processes and practices and seamlessly integrate generative AI into those processes that will be able to gain the greatest advantage. Read more...
 
SILVER PARTNER: CAPITA
Designing the next era of CX: AI where it helps, human where it matters
Check out this recent interview with Capita Experience CEO, Corinne Ripoche where she talks all things AI and future CX. She says, “I believe the next era of customer experience belongs to organisations that use AI to lighten the load for both customers and employees, while protecting the empathy and discretion that only people bring.” Read the full interview here: Designing the next era of CX: AI where it helps, human where it matters  | The AI Journal
 

 

CCA Excellence Awards

Taking place later this evening as a separate event, the CCA Excellence Awards will celebrate outstanding achievement across customer experience, contact centres and service leadership, recognising organisations and individuals setting the benchmark for excellence across the sector.
 
Follow along on LinkedIn throughout the day for the latest updates!