The New Leadership Equation in the Age of AI- Webinar

Date: 29th January 2026 | 2pm GMT

Location: Virtual

CX + EX: The New Leadership Equation in the Age of AI: Why customer experience can’t improve unless employee experience does.

This webinar brings together an expert panel featuring Natalie Calvert, Founder of HuddleCX (and board advisor for The Lloyds Bank British Business Awards), alongside Nicola Copcutt, Head of UK Contact Centre at Direct Line Group, and Ben Scales, Elephants Don’t Forget.

Frontline jobs have changed more in the past three years than in the previous thirty. AI now handles the simple work; what remains for people are fewer, more complex and emotionally demanding customer interactions, where judgement, confidence and consistency matter more than ever. Yet many organisations still treat employee experience and customer experience as separate priorities, managed in isolation. 

Natalie Calvert’s research shows this separation is a mistake. The way frontline teams are supported, led and developed directly shapes the experience customers receive — with poor leadership costing organisations around £17,000 per employee, per year.

This webinar explores why frontline teams are feeling more overwhelmed and disconnected, how this shows up in day-to-day performance and customer outcomes, and what leaders must do to rebuild confidence, competence and consistency across teams.

You’ll gain insight into:

• A clear view of how AI has reshaped frontline roles — what’s working, what isn’t, and where human judgement now matters most.
• Why engagement and confidence are dropping, and the operational impact.
• The emotional load on Team Leaders and what it means for service consistency.
• How properly supporting employees, and building their confidence and competence, directly improves customer experience.
• Practical leadership rhythms and approaches that rebuild trust, belonging and consistency — creating the conditions for strong operational performance and consistently great customer experiences.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson