CCMA: How to Bring Your Frontline with You on the AI Journey
In this CCMA Circle session, we explore why successful AI implementation is about far more than technology alone. True adoption depends on people — their confidence, understanding, and belief in the change. When organisations actively involve frontline colleagues in AI initiatives, they create stronger engagement, smoother implementation, and better outcomes for both colleagues and customers.
This session will focus on how early inclusion, clear communication, and practical support can build trust in new echnologies. We’ll discuss how organisations can reduce resistance, address uncertainty, and ensure AI enhances rather than disrupts the advisor experience. By bringing the frontline into the conversation from the outset, businesses can avoid stalled adoption and instead create lasting, meaningful change.
Join the Circle discussion to share experiences, challenges and practical ideas for engaging your people in AI transformation in ways that build confidence, strengthen performance, and support long-term success.
For additional information on the event or to register Click Here
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.
The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations – and we live by that to this day.
We give those who work in contact centres the chance to discuss ideas and share experiences through member-only Special Interest Groups and online and in-person events. Member organisations are invited to become Accredited through the Contact Centre Standards Framework and get independent guidance on where they can improve. There is the opportunity to compare operations against industry standards and 25+ KPIs, via our annual CCMA Benchmark.
Our training arm, CCMA Academy gives contact centre professionals at all levels a structured learning opportunity to support both personal and professional development for the benefit of their operations. We also celebrate the progress our industry is making through the UK National Contact Centres Awards. Those that win go on to share their stories through channels such as the UK National Contact Centre Conference, Best Practice Visits and CareerTalk, while also providing input into our Special Interest Groups and other events.
