Brand Evolution for Membership Network

CCNNI evolves its identity to reflect evolving customer contact industry in Northern Ireland

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Published: 2nd April 2026

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Contact Centre Network NI Ltd (CCNNI) has announced the evolution of its brand, becoming the Customer Contact Network Northern Ireland, while retaining its established acronym.

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The change reflects the continued transformation of the industry and broadens the organisation’s scope to represent the full spectrum of customer engagement across Northern Ireland.

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Since 2018, CCNNI has been the leading network for contact centres, business process outsourcing (BPO) providers, shared services and customer experience operations. The updated identity recognises the shift from traditional voice-based contact centres to a more complex, digitally enabled customer contact ecosystem.

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Reflecting a Changing Industry

The move from “Contact Centre” to “Customer Contact” acknowledges how organisations now engage with customers across multiple channels, technologies and touchpoints.

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Today, CCNNI members operate across a wide range of disciplines, including omnichannel communications, digital and AI-enabled service delivery, customer experience design, and large-scale shared service operations.

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This evolution ensures the network remains relevant to organisations that may not identify as traditional contact centres, but play a critical role in delivering customer support and experience.

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Supporting Growth and Innovation

The refreshed identity reinforces CCNNI’s commitment to supporting the continued growth of the sector and its people.

As the Customer Contact Network Northern Ireland, the organisation will represent the full breadth of the customer contact industry, support the development of emerging roles and skills across CX, digital and operations, strengthen collaboration across sectors and disciplines and promote Northern Ireland as a leading global hub for customer experience and service delivery.

Jayne Davies, Managing Director of CCNNI said:

“Today marks a proud and forward-looking moment for our community. After listening closely to our members and reflecting on the evolving nature of our industry, Contact Centre Network NI Ltd (CCNNI) is delighted to announce our refreshed identity: Customer Contact Network Northern Ireland – still CCNNI, but representing so much more.

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While the name has evolved, CCNNI’s core mission remains unchanged. The network will continue to connect organisations, share best practice, support workforce development and champion excellence across the sector. Its programme of events, workshops, awards and collaborative initiatives will continue to provide a platform for learning, networking and industry recognition.”

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The new trading name will be rolled out across CCNNI’s platforms in the coming weeks, alongside refreshed messaging and content reflecting the future of customer contact in Northern Ireland.

This marks the beginning of a new chapter for the organisation as it continues to support an industry that is central to the region’s economy and employment.

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