The #1 UK Event for Progressive Customer Engagement, CX, and Digital Service Leaders
12 - 14 May, 2025 | Allianz Stadium, Twickenham, London
Uniting the UK’s Most Innovative and Forward-thinking Customer Management Professionals
With consumer expectations on the rise and technology advancing at a rapid pace, experience leaders today are equipped to redefine engagement across every stage of the customer journey. As AI weaves further into the fabric of society, its potential to enhance customer interactions is aligning with a market that is both cautiously optimistic and increasingly expectant. But the path to truly transformative customer engagement involves tackling complex challenges: from maintaining trust through robust data security to navigating talent shortages in service and customer-facing roles.
Returning in May, the Summit brings together thought leaders and pioneers in customer management with new content empowering organisations to elevate experiences across the entire consumer journey. CCW UK will provide attendees with insights to break down organisational silos, align cross-functional goals, and integrate human-centric and AI-driven strategies seamlessly.
Returning in May, the Summit brings together thought leaders and pioneers in customer management with new content empowering organisations to elevate experiences across the entire consumer journey. CCW UK will provide attendees with insights to break down organisational silos, align cross-functional goals, and integrate human-centric and AI-driven strategies seamlessly.
Join the CCW UK SummitGet in touch with our partnerships or delegate team for more information on the event.
Join the CCW UK Summit
Get in touch with our partnerships or delegate team for more information on the event.
2025 Star Speaker
Matt Dawson, MBE
Matt Dawson, MBE
As an integral member of the England squad that took the country to victory in the 2003 World Cup, Matt is an institution in the world of rugby, winning 77 caps for his country in total, including 9 as captain. Matt has played for Northampton and the London Wasps and represented the British Lions on two tours. During the 1998 tour to Australia and New Zealand, “The Tour from Hell’, Matt was congratulated on his leadership.
The success he has achieved both on and off the rugby field and the insights he has gained along the way have taught him much about the importance of the right attitude, hard work and determination. This combined with his candid nature and a sharp sense of humour will set the scene for a highly interactive "A Question of CX" quiz at the Summit welcome party.
The success he has achieved both on and off the rugby field and the insights he has gained along the way have taught him much about the importance of the right attitude, hard work and determination. This combined with his candid nature and a sharp sense of humour will set the scene for a highly interactive "A Question of CX" quiz at the Summit welcome party.
Thoughts on the 2023 Flagship Summit from Valeria Khimach & Elena Athanasakou at the British Council
Event highlights from Laetitia Grammatico
at Philips
2025 Expert Speakers
Matt Dawson MBE
Former Wasps, England & British Lions Scrum Half
Television Host & Celebrity
Danny Gonzalez
Chief Digital & Innovation Officer
London North Eastern Railway
Dom Dwight
Strategy & Innovation Director
Bettys & Taylors
Stijn Bannier
Global Product Director
adidas
Jen Hobbs
Digital Director – Experience & Development
The AA
Curig Johnston
Director of Base Value & Personalisation
EE
Alex Milanovic
Head of Data Science
loveholidays
Sarah Medcalf
Head of Supporter Services
Newcastle United Football Club
Ben Dales
Head of Digital Marketing
Persimmon Homes
Emma Collings
Head of Marketing
British Land
Sabina Onwuka
Head of Customer Services
London Borough of Barking & Dagenham
Jessica Ham
Head of Customer Experience
National Grid
Jason Bloomfield
Global Head of People Change & Experience Design
Ericsson
Robin Spinks
Head of Inclusive Design
RNIB
Melda Sofuoglu
Global Senior Manager, Expert Resolution
Vodafone
Chantal Mitchell
Customer Experience Manager
VIVID Homes
Katheryn Thomas
Senior CRM Manager
L'Occitane
Bukola Odunaiya
Senior Integrated Campaigns Manager
Expedia Group
Douglas Sheard
Consumer Engagement Lead, UK & Ireland
Reckitt
Luke Ollerhead
Senior Insight Manager
The Very Group
Zain Rawji
Vulnerable Customer Manager
Kroo Bank
Nessa O’Gorman
Senior Product CRM Strategist (Customer Data & Intelligence Services)
Expedia
Oliver Priestman
Regional Client Experience Manager
Air Charter Service
Hannah Bailey
Digital CX Lead
VIVID Homes
Angel Tania
Product Owner Chatbot & Conversational Technology
adidas
Amani Darr
Strategy & CX Lead
TDX Group
Ashwin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms
British Gas
Kai Bentley-Grey
Senior Technology Business Partner
DFS Furniture
Alan Ranger
Vice President of Marketing
Cognigy
Ben Fuggles
Director, Customer Experience UK
Conduent
Andrew Wyse
Vice President, Commercial, EMEA
Conduent
Huw Jones
Director, Solutions Consulting
Verint
Keith Barrow
Director, Solutions Consulting
Verint
Private Site Visit - LUSH
Take part in an exclusive tour of LUSH's iconic Beak Street London office, limited to just 15 guests. Discover vibrant pop-ups, dynamic workspaces, and gain a unique insight into the LUSH employee experience. Highlights include a tranquil spa visit, a rooftop bee colony exploration, and an inspiring talk from global CX leaders.
Setting a New Standard in Interactivity
Say goodbye to back-to-back presentations! Experience a range of interactive formats - including games, quizzes, polls, and icebreakers - designed to foster discussion and leave you with a wealth of valuable connections.
Agent of the Future
This exclusive, hands-on focus day equips agents with the skills, confidence, and inspiration to excel in a transforming industry. Through personalised coaching, real-world career stories, and soft skills development, agents will explore strategies for resilience, emotional intelligence, and career progression in the age of AI.
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