Customer service and digital experience are undergoing rapid transformation, and Maryam Moshiri – Chief Presenter at BBC News – is uniquely positioned to interpret what’s changing. Maryam played host at the CCW Europe Summit 2025, and in this interview, she distils her key insights from the event, spotlighting the innovators, technologies, and trends redefining the future of CX.
Maryam explores the accelerating role of AI and emphasises the catalytic effect of true collaboration across companies and functions. She also shares standout takeaways from her conversations on-site with industry leaders – from crisis management discipline to keeping humanity at the heart of service.
Key themes:
- Where AI is driving the next wave of CX disruption
- The importance of uniting teams and breaking down silos to accelerate impact
- Leadership lessons and practical strategies from CX pioneers
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To watch more video interviews with thought leaders from our community, check out our Shorts series.
