AI Business Consultancy Day | Manchester
- 15th September 2026
- 10:00 - 16:00
AI IS CHANGING YOUR BUSINESS. THE CHALLENGE ISN’T THE TECHNOLOGY, IT’S EVERYTHING AROUND IT.
Join senior Contact Centre and CX leaders for a day focused on the real business challenges of AI adoption.
The Reality of AI Adoption
AI is already reshaping contact centres, but many organisations are struggling to keep up. Not because of the tools. Because of the impact on people, structure, and strategy.
You may already be experiencing:
- Resistance or fear from employees
- Broken or imbalanced operating models
- Misalignment between AI initiatives and business goals
- Difficulty scaling beyond pilot programmes
We’ll explain how you can put your organisation in a position to succeed, by addressing these key questions:
- How do you bring your people with you on the AI journey?
- What does a future-ready operating model actually look like?
- How do you rebalance teams after automation shifts demand?
- Where should AI sit in your broader business strategy?
You’ll leave the event with a clearer approach to AI-driven change management, practical insight into operating models and some real world examples from organisations already navigating AI.
Register now to join us in Manchester on Tuesday, 15th September 2026.
10:00
Welcome and Introductions
10:15
Real-World AI Adoption: Lessons from the Frontline
Client Case Study
11:00
The Human Side of AI: Change Management Fundamentals
Explore the human side of AI adoption, focusing on why successful transformation depends as much on people as technology. Examine why AI initiatives often fail without structured change management and learn how proven change management frameworks can be applied to AI, alongside insights into common employee mindsets such as fear of redundancy, lack of trust in AI, and skills anxiety. The session will also highlight the critical role of early engagement and transparent communication in building trust, reducing resistance, and driving meaningful adoption across the organisation.
11:30
Designing Your AI Adoption Strategy Around People
How to design a people-first AI adoption strategy that drives meaningful and sustainable change across the organisation. Explore how to build a structured adoption roadmap centred on employees, including identifying impacted roles and key personas to tailor approaches effectively. During this session you will learn how to create a skills and capability framework that supports workforce readiness, alongside a communication strategy designed to build trust and confidence in AI.
12:00
Overcoming Resistance to AI
This interactive session explores the challenge of overcoming resistance to AI adoption by inviting participants to share their own experiences with questions such as “What resistance are you seeing today?” and “How are you working to overcome this?”. Through open discussion, it surfaces common barriers and practical approaches, highlighting what has worked—and what hasn’t—across different organisations. The session encourages shared learning and reflection, helping attendees identify effective strategies to address resistance, build trust, and drive stronger engagement with AI initiatives.
12:30
Lunch and Networking
13:35
Building AI Skills, Culture and Leadership Capability
This session explores how organisations can build the skills, culture, and leadership capability needed to succeed with AI. It highlights the evolving skills landscape, emphasising the importance of AI literacy for all employees alongside the balance between specialist and generalist roles. The session also examines how to foster a culture of continuous learning, experimentation, and psychological safety to encourage adoption and innovation. Finally, it focuses on the critical role of leaders in role modelling AI usage and reinforcing desired behaviours, ensuring that capability-building efforts are embedded and sustained across the organisation.
14:30
Leading people through AI Change
This panel discussion explores how leaders can effectively guide their organisations through AI-driven change, addressing both the opportunities and the challenges involved. Panelists will share perspectives on the biggest mistakes organisations make when managing AI change, along with practical strategies for bringing sceptical employees on the journey and building trust. The conversation will also examine how to balance the pursuit of efficiency gains with maintaining a positive employee experience, ensuring people remain engaged and supported. Finally, the panel will look ahead to what the next 12 months may bring, offering insights into emerging trends and priorities for leaders navigating AI transformation.
15:00
Wrap Up and Close
Who is the event for?
This event is designed for leaders responsible for customer experience and contact centres including: Chief Customer Officers, Heads of Contact Centre, Heads of Customer Experience (CX)