The future of customer engagement.
Join us for our leadership forum and executive roundtable, hosted by Connect.
Managing vulnerable customers is no longer simply a regulatory obligation. It's becoming a defining measure of how effectively organisations deliver customer experience, manage risk and build long-term trust.
With regulatory expectations continuing to evolve across financial services, utilities, gambling and other regulated sectors, we invite you to an exclusive leadership event hosted by Connect at The Treehouse in Manchester.
The event will bring together senior executives and industry specialists to explore how organisations can move beyond simply demonstrating compliance, towards delivering measurable improvements in customer outcomes, operational performance and commercial efficiency.
- Date: 24 November 2026
- Time: 09h45 arrival for 10h00 start. Networking drinks at 15h00.
- Venue: Treehouse Hotel, Blackfriars street, Manchester, M3 2EQ
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Agenda:
| Time | Session |
|---|---|
| 09:45 | Arrival and coffee. |
| 10:00 | Welcome and introductions. |
| 10:10 | Trevor Butterworth UKCCF and Contact Centre Monthly Opening perspective: The forces reshaping UK customer engagement. |
| 10:15 | Connect The customer engagement landscape: From ambition to measurable outcomes. |
| 10:35 | DEMSA Expert advice and analysis of latest regulations. Guidance for responsible and effective customer engagement. |
| 11:30 | StepChange case study Customer vulnerability, debt support and designing better outcomes. |
| 12:00 | Networking lunch Lunch provided. |
| 1:00 | Kevin Still Turning strategy into action: Leadership, innovation and operational change. |
| 1:30 | Effortless experience Delivering real world success: Removing friction, with people where it matters most. |
| 2:30 | Q&A, commitments and closing remarks Key takeaways, next steps and final networking. |
| 3:00 | Event close and networking drinks |
The event will provide attendees with:
- The latest regulatory requirements across regulated industries including FCA, Gambling Commission, Ofwat etc.
- Summary of how Connect is helping organisations in regulated markets deliver effortless customer experience.
- StepChange case study overview: How we help StepChange adhere to regulations and improve services and approach to continuous optimisation.
- High level solution summary overview of regulatory adherence, improving resolution rates, reducing agent churn and improving customer contact outcomes.
- Networking opportunity with like minded peers.
- Unique venue, cinema style setting with lunch and refreshments provided.
Following the event, Connect's CX team will conduct and provide an external analysis of customers chosen voice and digital channels, analysed against external customer feedback.
About'Connect.
Connect is a global AI-enabled CX specialist and digital transformation partner. Founded in 1990, we help organisations modernise customer journeys and optimise service operations across every touchpoint, applying AI where it delivers measurable operational value.
Our differentiation lies in the experience we’ve gained from operating CX in the real world. We deliver end to end; from the network that carries customer contact, through interactions in the contact centre, to the integrated back-end systems that support them. This end-to-end accountability creates a unified view of the customer and operations, enabling consistent, reliable outcomes at scale.
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Connect's expertise is centred around CCaaS, Customer experience (CX), Employee experience (EX), AI and automation, Data and Insights, Cloud transformation, UCaaS and Network services. We bring global expertise to organisations seeking transformative solutions.
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