A live panel unpacking key insights from CCMA’s 2025 research on tech, economic shifts, and evolving customer expectations.

Discover the latest insights from groundbreaking research, commissioned by CCMA and supported by CallMiner, revealing The Impact of Technology and Economic Shifts on UK Consumers.

Key talking points include:

  • Key insights from CCMA’s 2025 ‘The Impact of Technology and Economic Shifts on UK Consumers’
  • Humans in the loop – how technology can be an enabler, not a replacement
  • How organisations can enhance efficiency and drive better CX while preserving human connection

Speakers:

Kate Law
Membership and Learning Director
CCMA

As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

Luke Ollerhead
Senior Insight Manager Customer Care
The Very Group

Graduate Statistician with 10+ years experience working in and managing Data Science, Analytics and Reporting teams. Focused in operational and customer roles in contact centers, logistics, CX and BPO Insight Services. Worked within FCA and Ofcom regulated businesses.
Adrian Swinscoe
CX Thought Leader
Punk CX

Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk.

He has been growing and helping develop customer-focused large and small businesses for over 25 years now.

His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses.

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