CCA Global Unveils Annual Convention 2026 Exploring Trust, Technology and the Future of CX
Senior customer experience, contact centre and digital leaders will come together in Glasgow on 23 April for the CCA Annual Convention 2026, a flagship leadership event bringing leaders together for a day of insight, discussion and debate. For 2026, the Convention will be open to both CCA members and non-members, welcoming leaders from across the wider customer experience and service landscape.
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.
Commenting on the announcement, Sharon Johnston, Managing Director of CCA Global, said:
“We’re delighted to be bringing senior customer and service leaders together at a time when the challenges organisations face are no longer theoretical. Trust, technology and workforce capability are live leadership issues playing out every day.”
“The CCA Annual Convention creates space for leaders to share experience and explore how to lead transformation in a way that is credible, responsible and people-centred. Opening the Convention to a wider audience reflects the importance of bringing broader perspectives into the conversation as the sector navigates change.”
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, Gold Partner eGain 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.
Early Bird tickets for the CCA Annual Convention 2026 are now on sale and can be booked at CCA | Annual Convention 2026
Tickets for the CCA Excellence Awards can be booked at CCA | CCA Excellence Awards Gala Dinner 2026
CCA Global is dedicated to helping organisations enhance the service and experience provided to customers.
With almost 30 years’ experience, CCA is recognised as a trusted reference point for research, insight and expertise across customer service and customer experience. CCA’s network of leaders from public and private sectors come together to challenge norms, share best practice and shape future customer service strategies.
