London Contact Centre Forum joins the established network that already connects communities across Scotland, the North and the South West.
Additionally, Co-Founders Jane Thomas and James Connors bring complementary experience, perspectives and ambitions to the new London community.
Their shared belief is that the London Contact Centre Forum should offer a dedicated space for London’s CX industry. Moreover, leaders can build genuine relationships, exchange ideas, learn from peers and discuss opportunities and challenges shaping customer contact.
From a conversation to a new London community
The idea for LCCF grew from conversations between Jane and James about what was missing from London’s customer experience landscape. While the capital is home to an extraordinary concentration of customer-led organisations, technology businesses, vendors and industry talent, there was an opportunity to create a dedicated Forum that could bring those communities together in a more meaningful and consistent way.
For Jane, the opportunity was a natural next chapter for the Contact Centre Forum network: take the community-led model already established elsewhere in the UK and create a Forum shaped specifically around London’s market, leaders and challenges.
For James, the opportunity was equally clear from a business and technology perspective. Through Quetzel and his experience across the vendor ecosystem, he has seen the value created when customer organisations and technology partners move beyond transactional conversations and build a better understanding of one another.
Jane Thomas: building communities around people
Jane’s role in LCCF is rooted in the community philosophy that has shaped the wider Contact Centre Forum network. Her focus has always been on bringing people together in environments where they can speak openly, learn from one another and build relationships that continue long after an event has finished.
Across the existing Forums, that has meant creating opportunities for peer-to-peer learning, practical insight and honest conversations between people facing many of the same operational and leadership challenges.
For Jane, launching LCCF is not simply about adding another location to the Forum map. It is about taking what has worked across the established communities and giving London’s contact centre leaders the opportunity to help shape a community of their own from day one.
“The best communities are built together. We can create the platform and bring people into the room, but it is the members, their openness, ideas and willingness to support one another, that ultimately create the Forum. I’m incredibly excited to see that community take shape in London.”
James Connors: connecting London’s CX and technology ecosystem
James brings a complementary commercial, technology and vendor perspective to LCCF. As Founder of Quetzel and Co-Founder of the London Contact Centre Forum, his focus is on strengthening the connections between the organisations delivering customer experience and the technology businesses helping to enable it.
With AI, automation, communications technology and customer expectations evolving at extraordinary speed, James believes there is increasing value in creating spaces where operators, CX leaders, vendors, partners and innovators can understand one another’s challenges and opportunities more clearly.
Rather than creating another sales environment, the ambition is for LCCF to facilitate better industry conversations — giving customer leaders a place to discuss what they genuinely need while allowing technology partners to listen, learn and build more valuable relationships with the market.
“London has the talent, technology and ambition. LCCF brings the ecosystem together. Better conversations create better partnerships, and better partnerships help move our industry forward.”
London’s only dedicated Contact Centre Forum
Together, Jane and James bring two sides of the LCCF proposition: a proven commitment to community and peer connection, combined with an understanding of the commercial and technology ecosystem shaping the future of customer contact.
The result is a Forum designed to be bigger than a calendar of events. LCCF will create a year-round community focused on real conversations, practical insight, senior peer-to-peer connections and the issues that matter to London’s contact centre and CX leaders now — and next.
The programme will explore themes including AI and agent assist, employee experience, leadership, voice and digital channels, operational excellence, customer loyalty, automation and the evolving relationship between people and technology. Just as importantly, the agenda will be shaped by the community itself.
The official LCCF launch at Zoom London HQ
The London Contact Centre Forum will officially open its doors on Thursday 1 October 2026 at the London headquarters of headline partner Zoom.
The launch will bring the LCCF community together for the first time, connecting senior leaders and people shaping the future of customer experience and contact centre operations across the capital.
For Jane and James, however, 1 October is only the beginning. Their ambition is to build a trusted, relevant and collaborative community that becomes a genuine home for London’s contact centre industry.
Be part of the London Contact Centre Forum
If you work in customer experience, contact centre operations, leadership or the technology ecosystem supporting customer contact in London, LCCF is your opportunity to join the conversation from the beginning.
Discover LCCF, explore upcoming events and join London’s new contact centre community: https://contactcentreforum.co.uk/london/membership/