Customer Experience

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

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

Renowned thinker, global keynote speaker, and best-selling author Terence Mauri speaks to us about the pillars of successful leadership, AI, and innovation.

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.

This report examines how leading organisations are responding to the evolution of contact centres

Explore CCW Europe's masterclass series: The Contact Centre of 2030, as we explore the themes driving change in 2026 and beyond.

For nigh on two decades, driving omnichannel excellence has been the prevailing mandate in customer strategy. We unpack where brands stand today.