CCA Leaders’ Summit – Session 1 : Edinburgh

22. februar 2024
Join us at NatWest HQ, Edinburgh for the first CCA Leaders’ Summit of 2024 designed exclusively for customer service and CX leaders. 
As we explore these critical themes, you will have the opportunity to hear inspiring keynotes from organisations including Natwest, Capita Experience and Gallup and discuss and debate critical issues with your peers who share your passion for providing great customer service.

CCA Leaders’ Debate 1:
Organisations are grappling with the unique challenge of seamlessly integrating human touch and automation to elevate customer service. This debate delves into the evolving role of technology, emphasising the intricate balance required to foster great customer experiences.

CCA Leaders’ Debate 2:
Following on from the earlier discussions, the focus will shift towards the profound impact and influence that the balance of human and automated capabilities has on both frontline colleagues and customers. The discussion aims to uncover insights into fostering positive experiences for all stakeholders.

The one-day Leaders’ Summit brings together experts, executives and professionals who have a wealth of experience and knowledge in their field.

CCA Leaders’ Summit is not just about learning; it’s a platform for meaningful engagement, discussion, and debate. Engage with industry experts, participate in enlightening keynotes, and network with fellow leaders who share your passion for providing great customer service.

At this event, we will:

  • Raise awareness of the most pressing issues, challenges, and opportunities impacting customer service leaders.
  • Inspire you to lead your teams with confidence and vision.
  • Equip you with the knowledge and strategies needed to shape the future of customer service.

Reserve your complimentary passes or get in touch for more information.


Registration and networking
Opening introduction and welcome from event Chair Nicola Collister
Keynote: Catherine Meldon, Operations Lead, RBS
Keynote: Corinne Ripoche, Chief Executive, Capita Experience
Break-out session
Attendees will break out into small groups to review the questions which will be discussed as part of the CCA Leaders’ Debate.  Attendees will have an opportunity to put forward additional questions to the panel.
CCA Leaders’ Debate – Part 1
How can we balance human and automated capabilities to create great customer experiences?
Networking lunch
Keynote: Chris Fitch, Vulnerability Lead, Money Advice Trust & Research Fellow, Bristol University
CCA Leaders’ Debate – Part 2
How can we balance human and automated capabilities to create great customer experiences?
Keynote: Jeremie Brecheisen, Managing Director, CHRO Roundtable, GALLUP
Round up and close of conference sessions
Drinks and Networking