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Customer expectations continue to rise, and organisations are under pressure to respond faster, smarter, and with greater confidence. This CONNECT event focuses on turning data and insight into action and helping teams move from analysis to impact in minutes, not weeks.
This is about going beyond dashboards and reports to make insights usable and valuable across the customer journey.
Here’s what to expect at this in-person CONNECT event:
Connect with peers, share practical perspectives, and leave with ideas you can take back and apply immediately.
Hear the latest news and updates on the CCMA and what to expect from the day.
Great customer experiences don’t happen by accident. In this session Kate will be asking you the questions to find out what data you’re accessing, what’s stuck in reporting and how you’re using that insight today to make change within your operation or in the wider business.
We’ll also see capture the common blockers (ownership, time, confidence, cross‑team dependencies) and the quick wins that help you turn ‘knowing’ into ‘doing’ faster.
When demand rises, budgets tighten or performance is under scrutiny, you’re often forced to make fast trade‑offs between efficiency, quality, people capacity and customer experience. Many of these decisions look right in the moment, but their impact on customers, colleagues and cost only shows later.
In this session, Patricia will focus on how you can use insight day to day to make better calls under pressure. We’ll explore how to spot early warning signals in customer and colleague data, where teams unintentionally erode experience while trying to fix performance, and how practical investment in people, process and service design can stabilise outcomes faster than blunt cost control.
You’ll leave with clear guidance on what to pay attention to, what to challenge, and how to balance short‑term delivery with sustainable results, without needing a major transformation programme.
TUI will share how they moved from insight as ‘analysis’ to insight as a day‑to‑day operational tool, turning customer conversations into actionable signals at scale. You’ll hear how they reduced payment‑related contacts by 40%, uncovered issues that weren’t visible through traditional reporting, and saved over 100,000 frontline colleague hours a year by using insight to target the right problems and remove avoidable demand.
This isn’t about dashboards, it’s about decision speed and what happens next once insight appears. Jack will focus on how they spotted the patterns worth acting on, how they prioritised what to fix first, and how to translate insight into changes that stick across process, journey and frontline behaviour.
After hearing the thinking and the examples, it’s time to turn the insight into small, achievable actions that you can realistically implement in your own environment.
We’ll take a common operational challenge, such as repeat contacts, avoidable demand, quality drift or team capacity pressure, and explore how to use the insights already available to identify one change you can make in the next 30 days.
