CCMA Member Forum

CCMA & IDA Members Event - Bringing AI to the Customer Service Experience: Empowering Teams with Future Ready Skills.

Organisations across every industry are reimagining how they deliver customer service, driven by rapid advances in artificial intelligence. This event explores how AI can elevate both the customer experience and the employee experience, enabling service teams to work smarter, respond faster, and deliver more personalised support. The focus for our discussion is the skills, culture, and operational strategies required to thrive in an AI‑enhanced future. We are delighted to be joined by a panel of industry experts to discuss how their organisations are bringing AI to the Customer Service Experience and empowering their teams with Future Ready Skills. Co-hosted with IDA this is an opportunity to understand how to build Future‑Ready Skills within your teams, learn about upskilling strategies for your team & the essential competencies for working alongside AI. Upskilling strategies for frontline agents, supervisors, and managers How to foster a culture of continuous learning and innovation