CCMA Sponsor Breakfast Briefing - ScorebuddyCX - The Contact Centre in 2027: What Happens Next?
Date: 11/11/2026
Venue: Fallon & Byrne, 11–17 Exchequer Street, Dublin 2.
AI, automation and rapidly changing customer expectations are reshaping the contact centre. But as we head towards 2027, the bigger question is no longer simply what the technology can do, it is whether organisations are ready to take advantage of it.
Join CCMA Ireland and ScorebuddyCX for a breakfast briefing bringing together technology, operational and practitioner perspectives to explore what the next phase of contact centre transformation could look like.
Rather than another session of technology predictions, the morning will focus on the practical questions facing contact centre leaders today: where AI is delivering meaningful impact, how the role of frontline teams is changing, whether existing operating models are keeping pace, and how the growing volume of customer intelligence available to organisations can be turned into action.
What we'll discuss
The conversation will explore:
- From AI adoption to AI impact: How do organisations determine whether AI is genuinely improving performance, customer outcomes and employee experience?
- Organisational readiness: The technology may be ready for 2027, but are organisations? What needs to change across culture, leadership, skills, governance and operating models?
- The changing frontline: As automation handles more routine interactions, what happens to the role of the agent, the skills they need and the way managers support and coach them?
- From quality data to customer intelligence: Can the contact centre become a listening post for the wider organisation — and what happens when it uncovers customer problems that need to be solved elsewhere in the business?
- Rethinking measurement: Are traditional contact centre and QA metrics still sufficient, and how should organisations connect operational performance more closely with customer and business outcomes?
- Preparing for 2027: What should contact centre leaders start doing now to prepare for the changes ahead?
We'll also put a series of 2027 predictions to our panellists and audience to encourage debate and test some of the assumptions shaping the industry.
Speakers
- Derek Corcoran – CEO, ScorebuddyCX - Derek will bring a technology and industry perspective, exploring how developments in AI, quality assurance and customer intelligence are changing what contact centres can understand and act upon.
- Dara Kiernan – Industry Expert - Dara will bring an independent operational and transformation perspective, drawing on his work with organisations navigating what AI, new technology and changing customer expectations mean in practice for operating models, frontline teams, leadership and customer experience.
- Lucy Ann Turner – Technical Quality Lead, Flutter UKI - Lucy Ann will bring the practitioner perspective, grounding the discussion in the realities of quality, frontline operations and introducing change within a complex contact centre environment.
- Moderator: Philip Bourke – ScorebuddyCX
Agenda
- 10am – Arrival, breakfast and networking - Meet fellow contact centre and CX leaders over breakfast.
- 10.30am – Welcome - Introduction to the morning and the questions we'll explore.
- 10.35am – Setting the scene: The Contact Centre in 2027 - Derek Corcoran sets the context for the discussion, looking at the changes already reshaping the contact centre and what they could mean for 2027.
- 10.40am – Panel discussion - Derek Corcoran, Dara Kiernan and Lucy Ann Turner join Philip Bourke for a practical discussion about AI, organisational readiness, the changing frontline and the evolving role of the contact centre.
- 11.15am – Audience Q&A - Put your questions directly to the panel.
- 11.30am– Networking and close - The aim is simple: to leave attendees with a clearer view of what is changing, the questions they should be asking within their own organisations and the priorities they should be considering as they prepare for 2027.
Please note competitors to ScorebuddyCX are kindly asked not to register to attend this event.
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