From 2008 to 2011, I worked alongside the Customer Contact Association’s in-house team as overall event manger for the CCA Annual Convention, one of the largest conferences in the customer service industry calendar, attracting some 500 delegates. Over the four years the event moved between the EICC and the Glasgow Royal Concert Hall.

My role extended to speaker sourcing and management, venue management, production and AV management, literature, managing VIP receptions at Edinburgh Castle and Glasgow City Chambers, and liaison with and script writing for the event chairs Fiona Bruce (2008), Gavin Esler and Kay Burley (2009), Ben Page (2010) and Nicky Campbell (2011).