WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Fola Olafare
Customer Service Delivery Manager Transport for London
Wednesday 13th May 2026 - Summit Day 2
11:10 AM PANEL DISCUSSION: WHERE HUMANS THRIVE. DESIGNING THE AI ENABLED CONTACT CENTRE
AI is changing the role of the contact centre, enabling people to focus on what they do best: building human connection, resolving complexity and strengthening customer confidence. As automation scales, the priority becomes designing an environment where AI and people work together to deliver better outcomes.
This conversation explores how to shape a contact centre where technology enhances human capability, supports frontline teams and maintains trust at scale.
• Reshape skills, roles and workforce strategy as automation grows
• Use data to close the loop and improve every interaction
• Combine intelligent automation with empowered people for stronger outcomes
• Safeguard governance and trust to ensure responsible deployment
Check out the incredible speaker line-up to see who will be joining Fola.
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