Shorts

UKHO’s Johanna Marks breaks down how customer intelligence can improve service performance, influence product direction, and strengthen customer-centricity.

When the easy work disappears, what remains for people? Mark Devlin of Lloyds Banking Group discusses the role of human judgement and empathy in modern CX.

Dr. Hady Khalaf of Bel Group explores how AI is reshaping work and leadership, alongside the challenge of balancing innovation with governance.

Listen to EDF’s Tom Appleton explore how the energy provider is embedding AI while balancing operational excellence, customer trust, and human judgement.

Katy Howell explains why social is becoming a critical CX blind spot – and how leaders can turn customer conversations into competitive advantage.

Eve Kolesova reveals how Henkel is transforming customer understanding into stronger propositions, smarter decisions, and commercial value.

Zack Wragg of Merlin Entertainments shares practical insights on scaling personalisation, data governance, and digital product leadership.

The Estée Lauder Companies’ Karen Ehrlich discusses customer-first strategy, integrated marketing, and the organisational choices behind enduring brand growth.

Abbott Lyon grew business by 20% without adding a single penny to service costs. Jason Richardson explains the philosophy and framework behind it.

Leo Ooms explains how TUI’s customer care is evolving fast through strategic BPO integration and a programme of continuous innovation.

Alex Langlois outlines how Tommy Hilfiger blends global brand consistency, local strategies, and innovation to engage consumers in a fast-changing fashion world

CCW Europe Summit 2025 host, Maryam Moshiri, describes her key takeaways from the event - from leadership lessons to the importance of human-centred service.