Contact Centre Leadership in the Digital Age
The contact centre landscape is evolving at unprecedented speed. Leaders are expected to stay ahead of rapid technological change while navigating the realities of digital Darwinism, where the pace of adoption can determine long-term success or decline. This webinar explores how forward-thinking leaders can embrace this brave new world with confidence.
From sharpening digital skills to understanding emerging capabilities, organisations that prioritise learning at every level will be best positioned to take advantage of the opportunities ahead.
With digital technologies transforming the way contact centres operate, collaborate, and serve customers, we’ll explore how leaders can build a culture of continuous learning that equips management teams, operational colleagues, and the frontline to adapt confidently to new tools and digital workflows.
Through this learning, leaders and their teams will be able to better challenge assumptions, vendors, and legacy processes. We’ll explore how to separate hype from reality, what questions leaders should be asking technology providers, and how traditional processes may be slowing down meaningful progress.
Join us to take advantage of the lived experiences and guidance from a panel of industry leaders and gain:
- An appreciation of how to create a culture of learning and innovation to enable digital adoption.
- Practical insights into how you and your teams can personally adopt and confidently use AI tools in day-to-day roles.
- A clear understanding of the foundational steps required to be ‘AI ready’ across every level of the contact centre.
- Guidance on how to challenge technology vendors, ask the right questions, and demand meaningful demonstrations.
- Awareness of how organisational processes may be blocking progress, and how to overcome those barriers.
With Jen Sharp, VP Customer Service, DHL, Ramón Delima, SVP, Global Director Customer Services, Sales & Operations, TUI, Omar Ruiz, Vice President – Partner & Customer Care, Go City®, and Soumya Unni, EMEA Solution Architecture Leader, AWS,
When is it?
Date: Tue 31 Mar 2026
Time: 12:00 – 13:00 (BST)
Location: Zoom
Who is it for?
People responsible for customer contact in their business or looking to learn more about what is possible in our industry
How much is it?
Free to attend.
About the Speaker
Ramón Delima, SVP, Global Director Customer Services, Sales & Operations, TUI
Ramón Delima is a dynamic Customer Service & Customer Experience leader with a proven track record of transforming operations into customer-centric powerhouses. He spent over two decades at Air France-KLM, rising to CEO of its captive contact centre Cygnific, where he honed a passion for frontline excellence and operational innovation. In December 2022, he embraced a new challenge as Global Director Customer Services, Sales & Operations at the TUI Group, championing frictionless journeys for more than 33 million holidaymakers and uniting global teams across continents. As President of the Dutch Customer Service Federation, Ramón inspires service professionals to position customer experience and customer service as relevant and distinctive success factors for organizations.
Jen Sharp, VP Customer Service, DHL
Jen brings over two decades of logistics experience across commercial and customer-facing roles. A passionate people‑first leader, she consistently balances people‑focused leadership with a forward‑thinking “Think Digital” approach, creating empowered teams and delivering exceptional customer experience. Known for her strategic, collaborative style, and commitment to meaningful change, Jen is recognised as a forward‑thinking voice in customer experience and service transformation.
Omar Ruiz, Vice President – Partner & Customer Care, Go City®
Omar leads global customer and partner support operations with a strong focus on service excellence and AI-driven transformation. Since joining Go City in 2020, he has held senior leadership roles, including Regional Director EMEA, driving performance across international markets. Omar has extensive experience in customer experience, operations, and digital optimisation, with a particular interest in leveraging AI to enhance support efficiency and personalisation. He previously held roles at Booking.com, Hotelbeds, and Sheraton. Omar holds a Law degree and a Master’s in Hospitality Management.
Soumya Unni, EMEA Solution Architecture Leader, AWS
Soumya leads the Amazon Connect Solution Architecture team across Europe, the Middle East, and Africa (EMEA), bringing over 15 years of experience in Digital and Customer Experience Transformation. She guides organisations through digital innovation journeys, architecting solutions that leverage cloud technology, generative AI, intelligent automation, and agentic AI capabilities to deliver exceptional customer experiences. A passionate people leader, Soumya builds high-performing teams and fosters a culture of innovation, collaboration, and continuous learning. Under her leadership, the EMEA Solution Architecture team has enabled numerous organisation’s to reimagine their customer service operations, driving improved efficiency, enhanced customer satisfaction, and measurable business value through Amazon Connect’s AI-powered platform.