CCA Annual Convention 2026

Rebuilding Trust. Embracing Technology. Leading Transformation.

As organisations face accelerating change, from AI and automation to rising customer and workforce expectations, leadership has never mattered more.

The CCA Annual Convention 2026 brings together senior CX, contact centre and digital leaders to explore how people, technology and leadership come together to deliver transformation that is trusted, sustainable and human-centred. Through keynote insight, leadership debate and interactive peer discussion, the Convention focuses on the real decisions leaders must make now to build capability for the next decade.

Speakers and format

Under the theme Rebuilding Trust. Embracing Technology. Leading Transformation., the Convention will explore how organisations can lead large-scale change while balancing trust, technology and people. As customer expectations rise, AI adoption accelerates and workforce models continue to evolve, the event focuses on the leadership choices shaping the future of customer experience. 

Anne Marie Forsyth, Executive Chair at CCA Global, will open the Convention by setting out the leadership context for the day and the priorities shaping the future of customer experience. 

The opening keynote will be delivered by Nagla Thabet, Customer Service Director at Scottish Widows, who will explore human-led leadership in a technology-enabled world. Her session will examine how purpose, culture and workforce capability underpin performance and trust during periods of change. 

Public sector transformation will be a central focus, with Tim Moss, CEO of the DVLA who will explore how digital innovation can be embedded at scale across complex public services. Drawing on the DVLA’s transformation journey, Tim shares insight into joined-up customer journeys, workforce capability, and the role of AI in customer contact - demonstrating how leadership, people and technology combine to deliver effective, customer-focused services at national scale. 

The programme will also include a CEO leadership debate, featuring Corinne Ripoche, CEO of Capita Experience, contributing perspective on experience-led transformation, trust and leadership at scale within complex service environments. 

The afternoon keynote will be delivered by Jim Foster, Senior Director of Global Customer Support Strategy and Innovation at HP. His session will examine AI at scale and the reinvention of the contact centre, positioning customer contact as a strategic engine for organisational capability and experience transformation. 

The CCA Annual Convention 2026 will feature keynote sessions, senior leadership debates and facilitated Leadership Labs, designed specifically for those responsible for customer experience, service delivery and workforce capability. 

The programme will also include a senior leadership debate examining how technology, talent and accountability will shape the customer of 2030, alongside small-group discussions focused on experience strategy, workforce capability and sustainable transformation. 

The Convention is supported by a small number of strategic partners working at the forefront of customer experience and service transformation, including Platinum Partner QStory and Silver Partner Capita. 

Taking place later the same day, the CCA Excellence Awards will be held as a separate evening event. The Awards recognise outstanding achievement across customer experience, contact centres and service leadership, celebrating organisations and individuals setting the benchmark for excellence across the sector. 

What to expect

• Senior leadership insight from public and private sector organisations leading transformation at scale

• Practical perspectives on AI, workforce capability and the evolving role of the contact centre

• Leadership debate on technology, talent and trust in the customer experience of 2030

• Interactive Leadership Labs designed for peer learning, challenge and collaboration

• High-value networking with senior leaders across CX, contact centres and digital

Key themes 

• Human-led leadership in a technology-enabled world
• Building trust with customers and employees during change
• AI, accountability and responsible innovation
• Workforce capability, skills and future-ready operating models
• The contact centre as a strategic engine for customer experience

Who should attend

• CX, Contact Centre and Customer Operations leaders
• Digital, Transformation and Technology leaders
• HR, Workforce and Capability leaders
• Senior executives accountable for customer experience and service transformation

Convention Pricing

NB Prices displayed are exclusive of VAT

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Group discounts are available for bookings of 5 or more places - contact the team to find out more!