WELCOME TO THE CCW UK EXECUTIVE EXCHANGE NOVEMBER
3 - 5 November 2025
| The InterContinental London Park Lane, London, UK
Workshop Day
2:00 pm - 2:30 pm
REGISTRATION & NETWORKING REFRESHMENTS
2:30 pm - 3:45 pm
WORKSHOP A: FROM CHAOS TO CONNECTION: REDESIGNING THE CONTACT CENTRE TO IMPROVE EFFICIENCY
Phil Quickenden -
Head of Customer Service,
Camden Council
In just 12 months, Phil led a bold transformation of his local authority contact centre, breaking down legacy silos to meet rapidly evolving customer expectations – particularly for the most vulnerable. This session will explore how service redesign, human-led segmentation, and smart technology deployment improved outcomes, increased efficiency, and strengthened emotional connection. Phil will share the strategy, challenges, and key lessons from this journey, followed by an interactive discussion on how others can drive similar change within their organisations.
2:30 pm - 3:45 pm
WORKSHOP B: SMARTER DECISIONS, SHARPER CX – TURNING CUSTOMER INSIGHT INTO STRATEGY
Abhineet Kesarwani -
Regional Director - Customer Value & Experience, Digital,
Lyca Mobile
Anu Bailey - Director of Customer Strategy, Leeds Building Society
Anu Bailey - Director of Customer Strategy, Leeds Building Society
Customer data should inform more than dashboards. This workshop focuses on transforming insights into action to drive measurable impact.
· Leverage customer data to identify high-value opportunities and risks
· Prioritise CX investments based on behavioural patterns and customer needs
· Translate insight into strategy to enhance experience across key touchpoints
3:45 pm - 4:00 pm
NETWORKING BREAK
4:00 pm - 5:15 pm
WORKSHOP C: CRACKING THE CODE TO SEAMLESS CUSTOMER EXPERIENCES
David Paulding -
Vice President, International Expansion,
Nextiva
Customers today expect effortless, personalised interactions at every touchpoint. But delivering this customer experience utopia is easier said than done. The good news? Your customer service team already has the data to make it happen. In this session, we'll show you how to put that data to work for your business.
• Create frictionless customer journeys and practical ways to overcome obstacles
• Overcome the biggest barriers that waste your agents' time and decrease efficiency
• Boost customer satisfaction, loyalty, brand perception, and reputation
Don't miss your chance to unlock the full potential of your customer service.
4:00 pm - 5:15 pm
WORKSHOP D: REDEFINING SALES & SERVICE EXCELLENCE WITH GENERATIVE CONVERSATIONAL AI
Gethin Liddell -
Senior Solutions Consultant,
LivePerson
Mai-Anh Vu Peterson - Customer Experience Strategy Lead, EMEA, LivePerson
Mai-Anh Vu Peterson - Customer Experience Strategy Lead, EMEA, LivePerson
Integrating generative AI into the entire customer lifecycle is no longer just a technology project. It is a strategic opportunity to enhance efficiency, personalisation, and responsiveness across the customer journey. In this interactive workshop, you will:
- Discover actionable ways to advance your automation, elevate digital strategies, and optimise customer interactions using generative AI.
- Benchmark with peers to understand how leading organisations are integrating conversational AI safely, ethically, and at scale.
- Take part in a future-focused discussion on emerging AI trends and reflect on where your organisation sits on the maturity curve
Whether you are just starting out or scaling conversational AI across your operations, this session will leave you with actionable insights and clear next steps to take into 2026.
