Welcome to the CCW UK EXECUTIVE EXCHANGE
2 - 4 November 2026
| London, UK
Day 1 - Setting the Foundations
8:35 am - 9:25 am
WELCOME BREAKFAST & HOTEL CHECK IN
9:30 am - 9:35 am
EVENT DIRECTOR OPENING REARKS
9:35 am - 9:40 am
CHAIRPERSON'S OPENING REMARKS
Sabina Onwuka -
Head of Customer Services,
London Borough of Barking and Dagenham
9:40 am - 10:05 am
KEYNOTE STAR SPEAKER: PERFORMING UNDER PRESSURE: LEADERSHIP, DECISION-MAKING AND DELIVERING RESULTS WHEN IT MATTERS MOST
In high-pressure environments, success is rarely defined by strategy alone, but by the ability to make clear decisions, adapt quickly and deliver consistently when it matters most. In this headline session, a recognised leader with a track record of performing at the highest level will share their perspective on leadership, resilience and what it takes to succeed when expectations are at their peak.
Drawing on their experience operating in high-stakes environments, this keynote will explore how individuals and teams maintain focus, navigate uncertainty and deliver results under pressure. Offering
powerful insight and practical takeaways, this session will challenge how leaders think about performance, accountability and execution, with lessons that translate directly into driving results across teams,
operations and customer experience.
Star Speaker to be Announced
10:05 am - 10:45 am
PANEL DISCUSSION: MAKING AI WORK IN REALITY: FROM FRAGMENTED DATA TO CONNECTED CX DELIVERY
Emma Woollett -
Customer Insights Director,
Tripadvisor
Amelia Mansell - Director of Customer Experience Transformation, Rightmove
Amy Blackwell - Executive Director, Service Design, JPMorgan Chase
Vanessa Milan - Head of Voice of the Customer, Global Operations, Cambridge University Press & Assessment
Marcus Nolan - Enterprise Account Executive, Cretsa
Organisations have invested heavily in AI, data and analytics, yet many still struggle to translate this into consistent value in day-to-day operations. Fragmented data, disconnected systems and siloed teams continue to limit impact.
This panel explores how to move beyond isolated initiatives and make AI work in practice by connecting data, systems, workflows and teams. The focus is on enabling better decision-making, more proactive engagement and measurable operational and commercial outcomes, while ensuring teams can effectively use insight in their daily roles.
- Connecting fragmented data, systems and workflows to enable real operational use
- Moving from dashboards to action-led, real-time decision-making
- Enabling teams to embed AI and insight into day-to-day operations
- Fragmented initiative - capability mindsets – unified CX
Vanessa Milan
Head of Voice of the Customer, Global OperationsCambridge University Press & Assessment
10:45 am - 11:10 am
KEYNOTE: ORCHESTRATING AI-LED CUSTOMER JOURNEYS AT ENTERPRISE SCALE
Luke Duffell -
Director, Solution Engineering,
NICE
As AI scales across customer operations, many struggle to move beyond siloed use cases toward unified, outcome-driven experiences. This session explores how to design and orchestrate end-to-end
customer journeys, connecting AI, human support and backend systems to deliver real resolution at scale. Dive into how enterprises are deploying conversational and voice AI across channels while
maintaining control, flexibility and consistency.
- Orchestrating AI across voice and digital channels
- Connecting interactions to backend systems for resolution
- Blending AI and human support in complex scenarios
- Scaling AI with control, speed and continuous optimisation
11:10 am - 11:20 am
REFRESHMENT BREAK
11:25 am - 11:55 am
SESSION A: RETHINKING CUSTOMER EXPERIENCE: FROM SERVICE FUNCTION TO CX ENGINE
Clive Martison -
Head of Customer Experience - UK, India & South Africa,
Experian
As automation reshapes service delivery and customer needs become more complex, organisations are rethinking the role of customer experience. No longer seen solely as a support function, CX can be a critical driver of customer experience and business performance.
The presentation will explore how operating models are evolving and how work can be continuously improved, while keeping people at the centre of transformation. As AI and automation are introduced, the focus is on supporting teams through change, maintaining culture and ensuring the quality of customer experience continues to improve.
- Evolving operating models and workflows to support AI-enabled, high-complexity service
- Enabling people-led transformation while maintaining culture and engagement through change
- Supporting teams to adopt new technologies and deliver consistent customer outcomes
11:25 am - 11:55 am
SESSION B: TURNING DATA INTO DECISIONS: DRIVING CX AND COMMERCIAL PERFORMANCE
Rosie Franca -
Head of Customer Experience, Midlands & East,
Natwest
Many organisations generate large volumes of data but still struggle to use it effectively. Fragmentation across systems, teams and priorities often limits visibility, making it difficult to turn insight into action and slowing decision-making. Without clear ownership, customer experience initiatives can lose momentum and fail to deliver meaningful impact.
This session explores how organisations are bringing data and teams together to create a clearer customer view, strengthen accountability and ensure insight supports both operational and commercial performance.
- Improving visibility across the customer lifecycle
- Connecting data, teams and processes to support faster decisions
- Moving from reporting to measurable action and accountability
12:00 pm - 12:30 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
12:35 pm - 1:05 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
1:10 pm - 1:40 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
1:40 pm - 2:40 pm
NETWORKING LUNCH
2:40 pm - 3:10 pm
SESSION D: FROM REACTIVE TO PREDICTIVE: DESIGNING PROACTIVE CX AT SCALE
Dan Eddie -
Director of Customer Service,
AXA Health
Organisations are moving away from reactive service models toward more proactive and preventative approaches. The ability to anticipate issues, resolve them before they impact the customer and design operations that reduce failure demand is becoming a key differentiator. This session explores how leaders are embedding proactivity into how their organisations operate, moving CX upstream and aligning teams, data and processes to prevent issues at scale
- Moving from reactive resolution to prevention-led operating models
- Using data and insight to identify and reduce failure demand
- Aligning teams and processes to enable proactive intervention at scale
2:40 pm - 3:10 pm
SESSION B: WHAT TRANSFORMATION SETBACKS TAUGHT ME ABOUT SCALING AI, CHANGE AND CUSTOMER OPERATIONS
Jen Sharp -
VP Customer Service,
DHL International
Technology transformation rarely fails because of the technology itself. More often, the challenges emerge when new systems, processes and ways of working meet the reality of day-to-day operations.
Drawing on her customer service transformation journey, this session explores the lessons learned from a major service migration, the unexpected impact, and how those experiences are now shaping the organisation's approach to AI, innovation and future change. Explore an honest perspective on what happens when transformation doesn't go as expected, and what leaders can learn from it.
- What was unexpected during a large-scale transformation and the lessons learned along the way
- Why trust, adoption and employee confidence matter as much as technology
- Building a culture that embraces experimentation, learning and continuous improvement
- Leading through uncertainty and creating the conditions for innovation to succeed
- Applying those lessons to the next generation of AI and Agentic AI initiatives
Test
2:40 pm - 3:10 pm SESSION F: MAKING OMNICHANNEL WORK IN PRACTICE: IMPROVING JOURNEYS DAY-TO-DAY Tommy Guthrie - Head of Fan Engagement, The Premier LeagueOffering multiple channels is no longer the challenge, making them work together across complex ecosystems is. For the Premier League, this means managing fan interactions across a global audience while connecting seamlessly with 20 independent clubs, each with different systems and priorities.
Explore how journeys are being improved in practice, focusing on how fans are routed, supported and converted across channels, while using insight and feedback to continuously refine the experience.
- Improving handoffs across central teams and club environments
- Using fan insight to identify and resolve journey breakdowns
- Connecting systems, data and processes to improve experience and conversion
3:15 pm - 4:00 pm
WORKSHOP A: WORKSHOP A: HOW TO BUILD VOICE AI AGENTS THAT ACTUALLY WORKS
WORKSHOP A: WORKSHOP A: HOW TO BUILD VOICE AI AGENTS THAT ACTUALLY WORKS
In this session, Catheryn Li Co-Founder & CEO of Simple AI, shares how her team designs, builds and deploys enterprise grade AI phone agents for iconic businesses like DoorDash, SpaceX and Omaha Steaks.
Join us while we walk through the technical behind-the-scenes of building AI voice agents as well as practical, hard-earned lessons from deploying production agents at scale
3:15 pm - 4:00 pm
WORKSHOP: REAL-WORLD CX IMPROVEMENT: LESSONS FROM THE FRONTLINE
Christine Howard -
Senior Business Consultant,
Sabio
Dan Weatherly-Emberson - Market Lead Solutions Architect, Sabio Ltd
Dan Weatherly-Emberson - Market Lead Solutions Architect, Sabio Ltd
Your customers don't think in channels, systems or departments. They simply want to get things done. Yet behind the scenes, their journeys often span multiple teams, platforms and handovers. The result is unnecessary friction for customers and additional challenges for the people trying to deliver seamless service.
This interactive workshop will help attendees identify where customer journeys break down and explore practical ways to improve them. It will examine how the right combination of technology, processes and ways of working can enable teams to collaborate more effectively, gain greater visibility across the customer journey and respond more quickly to changing customer needs.
4:05 pm - 4:35 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners
4:40 pm - 5:10 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners
5:15 pm - 5:45 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners
5:45 pm - 6:15 pm
PERSONALISED WORKING GROUPS
Grab a drink, join your personalised working group and exchange ideas with peers navigating similar journeys. Whether you want to share experiences, test new approaches or learn what is working across
different organisations, each session is designed to encourage open, honest and collaborative discussion in a relaxed, closed door setting.
Designed to maximise relevance and value, our personalised working groups bring together small groups of leaders facing similar challenges and priorities. Ahead of the event, you will be matched into a
working group based on your current focus areas, ensuring every discussion is highly targeted, practical and immediately useful.
