Date: Tue 30 Sep 2025 | 09:00 – 18:00
Location: QEII Centre, Broad Sanctuary, Westminster, London, SW1P 3EE
Get ready to be inspired by the people and stories driving real change in customer contact. Built to Lead: Turning Ambition into Action brings together winners of the UK National Contact Centre Awards and leading industry voices to share how they’ve transformed bold ideas into meaningful results. From innovative uses of AI to culture-first leadership, this event will showcase practical insights, proven strategies, and the people-centric approaches that are shaping the future of our industry.
Taking place on the top floors of the QE11 Centre in Westminster, in a private event suite, with stunning views of the Houses of Parliament, Big Ben and Westminster Abbey, delegates will have the opportunity to meet and listen to award winning contact centre professionals, whilst exploring the latest technology and meeting with potential partners in a small expo.
Hear the inspiring stories behind the UK National Contact Centre Awards winners and industry experts, such as:
- Paul Mazoyer, Head of Customer Care from Heineken will share how a strong focus on people and culture helped Heineken’s customer care team exceed key targets.
- Stephen Yap, Research Director from CCMA and Nicola Millard, Principal Innovation Partner from BT Business as they explore the evolving contact centre landscape, from AI and digital colleagues to the future of human roles and proactive customer care.
- Kate Knowles, Services Director from CCMA will be hosting an Open Mic session, where we invite you to share where you are on your AI journey, exploring real use cases, colleague support, CX wins, and how AI is reshaping operations.
- Sarah Williams, Chief Customer Experience Office for Westminster City Council will share how a bold, innovative approach helped one council support vulnerable residents, closing 13,000+ cases in under a year, reducing repair queues by 13% and achieving 97% satisfaction.
- Stuart Dorman, Chief Innovation Officer from Sabio will explore how AI is reshaping customer experience, from synthetic data to the AI Agent era, and what your strategy needs to stay ahead.
- Jaguar Land Rover will share how they are driving ‘Customer Love’ through immersive learning, extended inductions and a culture that puts colleague development first with Marlon Powell, CRC Cultural Development Lead.
- CEO of the CCMA, Leigh Hopwood hosts a Q&A with the AA, exploring how a major restructure and new QA framework boosted employee engagement, resulting in a significant ENPS increase.
They will be unveiling more award-winning speakers soon, with the complete agenda coming shortly.
Author: Guest Author
Reviewed by: Jo Robinson
Published On: 22nd Jul 2025 - Last modified: 17th Sep 2025
Read more about - Call and Contact Centre Events, CCMA, Sabio
