BE COUNTED AMONG THE UK’S 80 MOST INFLUENTIAL CX LEADERS

Name: CCW UK Executive Exchange November
Start: 2026-11-02
End: 2026-11-04

AI and CX leaders are under pressure to move beyond ambition and deliver measurable impact. Yet fragmented data, legacy systems and the challenge of embedding change across teams continue to slow progress and limit personalisation at scale.

The CCW UK Executive Exchange brings leaders together to explore what is working in practice across AI, CX, personalisation and loyalty. Across three days, we will share honest lessons on how organisations are aligning people, processes and technology to move from isolated initiatives to embedded, operational impact.

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SPEAKERS

Abhishek Khandelwal

Managing Director, Chief Analytics Officer

Barclays UK

Louise Walsh

Chief Customer Contact Officer

Utilita Energy

Rebecca Fitzgerald

Director of Data & AI

Yorkshire Building Society

Paul Gernon

Head of Customer Service

Travelodge

Jane Brine

Deputy Director Bereavement Service and Tax Credits

HMRC

Daniel Edwards

Head of Customer Centre Operations

Cadent Gas LTD

Sushant Pandita

Head of Customer Program Management UK & Ireland

A.P Moller Maersk

Ash Blattner

Head of Houses of Parliament Switchboard Customer Experience and Service Deliver

UK Parliament

David Hawksworth

Customer Engagement Director

Auto Trader UK

Emma Woollett

Customer Insights Director

Tripadvisor

Rosie Franca

Head of Customer Experience, Midlands & East

Natwest

Hazem Taha

Global Head of MarTech

HSBC.

Jason Richardson

Head of Customer Experience

Abbott Lyon

Stuart Balnaves

Deputy Director of Customer Experience

Department for Education

Isobel Crosse

Head of Financial Care

Santander

Jenny Briars

Head of Customer Governance

LV=

Abby Hugglestone

Director, Contact Centre

Norwegian Cruise Line

Clive Martison

Head of Customer Experience - UK, India & South Africa

Experian

Georgia Bradbury-Adams

Head of CX Transformation

Motorway

Eugene Neale

Director of Business IT and AI operations

Loveholidays

Dan Marrington

Director of Transformation

Flutter

Ryan Hilton

Customer Director

Nottingham Building Society

Tommy Guthrie

Head of Fan Engagement

The Premier League

VIEW ALL SPEAKERS

WHAT'S NEW THIS YEAR?

New for this year, these interactive formats are designed to make every discussion more relevant, practical and tailored to where you are on your transformation journey.

AI Maturity Workshops

AI adoption isn’t one-size-fits-all. Whether you’re starting out, scaling initiatives or leading transformation, these workshops offer practical guidance, peer discussion and clear next steps tailored to your organisation’s maturity.

Personalised Working Groups

Personalised working groups bring together leaders facing shared challenges for targeted, practical discussion. Grab a drink, join your group and exchange ideas with peers navigating similar transformation journeys in a relaxed, collaborative setting.

INSIDE THE EXPERIENCE THAT SHAPES WHAT’S NEXT

Scaling AI, Automation & Productivity Gains

Applying AI practically to improve productivity, reduce manual effort and deliver measurable outcomes beyond early adoption.

Data, Insight & Personalisation

Connecting fragmented data to improve customer understanding, enable more relevant experiences and support stronger engagement.

Workforce Transformation, Skills & Change Adoption

Upskilling teams, supporting change and helping employees use new technologies confidently in day-to-day operations.

Operational Efficiency & Contact Centre Transformation

Streamlining work, reducing unnecessary effort and improving productivity while maintaining service quality and managing cost.

Omnichannel Delivery & Proactive CX

Improving customer journeys across channels, using real-time data and insight to resolve friction before issues escalate.

Governance, Risk, Culture & Leadership Alignment

Embedding governance, managing risk and aligning leadership so transformation is delivered in a controlled and consistent way.

WHAT OUR ATTENDEES HAD TO SAY

“So if you want a CX event that really moves your thinking to another level, get along to CCW. Something for everyone and so slick in the delivery.”

“There’s a real cross section of industries and markets represented here. Everyone's very willing to share ideas, share views and get involved."

“What I liked about the one-to-one meetings is that it’s quite a focused discussion. People are there to understand your business problems, they’re not there to sell you something. Yes, they share how they might help you solve some of those problems, but they are very comfortable and natural conversations.”

“So if you want a CX event that really moves your thinking to another level, get along to CCW. Something for everyone and so slick in the delivery.”

“An insightful day with though provoking content and engaging speakers. Reassuring to hear the challenges experienced in other organisations and exciting to consider the opportunities that AI and contact centre tools could bring. "