CCMA Launches Educational Series to Support Contact Centre Professionals with Operational Challenges of AI Deployment.
√ Extensive series kicks off with five-part online seminar series starting 12 November
√ Contact centre professionals can gain knowledge and guidance on AI adoption from industry experts and operational leaders
√ Programme is in response to CCMA survey that finds the adoption of AI and automation is the top priority for 58% of leaders over the coming 12 months
Contact centre professionals can gain knowledge and guidance on AI adoption from industry experts and operational leaders
Programme is in response to CCMA survey that finds the adoption of AI and automation is the top priority for 58% of leaders over the coming 12 months.
The CCMA (Contact Centre Management Association) has announced the launch of an extensive programme of online and in-person events and workshops aimed at supporting contact centre professionals as they continue to tackle the challenges and complexities of deploying and operationalising AI technologies.
The programme comes at a time when a significant proportion of contact centre leaders rank AI and automation adoption as their primary task for the 12 months ahead. In a CCMA member survey conducted in June 2026, 58% of respondents said “the adoption of AI and automation” was their top priority over the coming year. 54% of respondents rank AI adoption and integration as their top support requirement from the CCMA.
The programme begins on 12 November 2026 with AI Readiness for Customer Operations, a five-part online seminar series exploring how organisations can move from experimenting with AI to redesigning customer operations around it. Chaired by the CCMA’s Head of Content Chris Ward, the series will feature AI and customer-operations and AI specialist Martin Hill-Wilson alongside operational leaders, combining expert perspective with practical experience and audience debate.
Alongside the seminar series, the CCMA Academy has launched its AI Leadership Programme, a structured six-module learning journey for people shaping, leading or implementing AI change in the contact centre. The programme is designed to help leaders assess organisational competence, distinguish practical opportunities from hype, determine where AI and human expertise create the greatest value, prepare roles and skills, establish effective governance and redesign customer resolution for an AI-enabled future.
Delivered through two immersive London masterclasses and four interactive virtual workshops, the programme runs from 20 January to 12 May 2027. Participants will apply learning within their own organisations and build towards a personalised AI Leadership Action Plan, turning ambition into clear priorities and practical next steps.
In addition, a UK-wide AI Reality Check Roadshow will complement the online series and Academy programme, creating highly interactive forums where contact centre leaders can compare experiences, hear practical AI stories and learn from others across the CCMA community. Hosted at member sites around the UK from December 2026 and across the first quarter of 2027, the exact dates, venues and agendas for the roadshow events are set to be revealed in the coming weeks.
Leigh Hopwood, CEO of the CCMA, said of the educational series:
“Contact centre leaders do not need more AI hype. They need practical support to decide where AI can create genuine value, how to prepare their people and operations and how to move forward responsibly.”
“By combining expert thinking with honest experiences and learning from within our community, this programme will help leaders turn AI ambition into confident action.”
