Step inside one of the world’s most iconic airlines and discover how British Airways is setting a new standard for customer care.
This exclusive event offers a rare opportunity to meet the BA team, tour the site, and hear first-hand how their bold £7bn transformation programme led to Gold for Best Innovation in Customer Service at the European Contact Centre & Customer Service Awards.
You’ll gain behind-the-scenes insight into Connected Teams, a groundbreaking inflight platform that enables real-time collaboration between cabin crew and ground teams to resolve issues before passengers even land. From measurable improvements in NPS and thousands of proactive customer conversations, to live inflight updates that build confidence and loyalty, this is a powerful case study in innovation, adoption, and impact, brought to life through practical insights, highlights, and an interactive Q&A with the people who made it happen.
Agenda
Hear the latest news and updates on ECCA and what to expect from the day.
Leigh Hopwood, Chair of ECCA and CEO, CCMA
British Airways welcomes you to meet the team where they will share the background of their operation and their incredible journey to winning Gold for Best Innovation in Customer Service at the European Contact Centre & Customer Service Awards (ECCCSA) in November.
Hannah Fuller: Head of Customer Care, Business Performance
British Airways is redefining the day-of-travel experience with a game-changing approach to proactive care.
As part of their £7bn transformation programme, BA launched Connected Teams, a first-of-its-kind inflight platform that enables real-time, two-way communication between cabin crew and ground teams, resolving issues before customers even land.
In this session, you’ll discover how British Airways:
- Introduced Connected Teams, empowering crew to deliver personalised, in-the-moment resolutions at 38,000ft.
- Delivered measurable impact: 15,000 proactive conversations and disrupted NPS scores 3x higher.
- Enhanced customer confidence with live updates on baggage, seating, and rebooking details mid-flight.
- Drove strong adoption, with 92% of eligible crew actively using the platform to elevate service.
With:
- Finola O’Sullivan: Head of Customer Care, Customer Retention
- Francesca Marshal: Senior Manager, Proactive Customer Care
- Robert Pritchard: Lead Proactive Customer Care Manager
With:
- Jessica Hoque, Supplier Manager
- Donna Law, Contact Centre Manager
In this session you’ll hear about how the ‘Best Advisor’ Programme became a dynamic, colleague-driven learning initiative that transformed agent development by tailoring training to the real needs of front-line colleagues.
Born from post Covid operational challenges, it reinvented learning through a powerful two-phase approach blending colleague insights with team leader expertise to deliver timely, targeted upskilling. Covid operational challenges, it reinvented learning through a powerful twophase leader expertise to deliver timely, targeted upskilling.
The result is a confident, capable workforce empowered to deliver exceptional service in an ever-evolving customer landscape.evolving customer landscape.
With:
- Donna Law, Contact Centre Manager
- Robyn Dack, Team Leader
What have you learnt today? Let’s look back on the day and use this time to ask any questions you may have.
Hosted by Leigh Hopwood, Chair of ECCA and CEO, CCMA
With:
- Hannah Fuller
- Finola O’Sullivan
- Francesca Marshal
- Donna Law
When is it?
Date: Wed 11 Mar 2026
Time: 13:00 – 17:00
Location: British Airways, Manchester
Who is it for?
How much is it?
Free