In Conversation With CCW Europe Digital

Sarah Williams – the Chief Customer Experience Officer at Westminster City Council – deconstructs the journey she’s on with customer-facing generative AI.

Sophos' Remi Preghenella and Coveo's Geoff Branch join us in the podcast studio to discuss their work with customer-facing generative AI technology.

Sutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning dissect the AI transformation journey they're on together.

Shell’s Global B2C CX Lead Pierluigi Bosco unpacks the challenges associated with leading an AI-based transformation within such a large organisation.

Mike Essam and Graeme Mushet of Zurich Insurance together break down the digital transformation journey they are on and the results they’re reaping as they go.

Utilita Energy’s Chief Customer Contact Officer Louise Walsh takes us on a tour of the journey her team is on to meet their customers exactly where they are.

Jessica Ham of npower Business Solutions draws on her experience to offer some best practices around managing customer care amidst a large-scale takeover.

TDX Group’s Isobel Crosse and Beth Whelan together share a host of best practices around how to manage and engage effectively with vulnerable consumers.

The Chief Customer Officer at FSCS, Sarah Marin, unpacks how the unique positioning of the company translates into some unique customer services challenges.

B&Q’s Head of Customer Experience Bethan Lynch explores how mobile apps (when done right) can become a strong vehicle with which to drive brand loyalty.

Leaders from Tesco Bank, NewDay, and Experian take a deep dive into how brands can ensure their business model and their actions are inclusive for all consumers.

Graeme Matheson, Planning and Performance Lead at John Lewis & Partners, gives his expert perspective on what it takes to deliver a great employee experience.