Welcome to the CCW UK EXECUTIVE EXCHANGE
2 - 4 November 2026
| London, UK
Day 2 - Enabling Change
8:30 am - 8:55 am
REGISTRATION & NETWORKING BREAKFAST
8:55 am - 9:00 am
CHAIRPERSON'S OPENING REMARKS
Jenny Briars -
Head of Customer Governance,
LV=
9:00 am - 9:40 am
PANEL DISCUSSION: DEFINING THE ROLE OF AI AND HUMANS: WHERE AUTOMATION ADDS VALUE AND WHERE PEOPLE MATTER MOST
Daryl Wilkes -
Director Customer Services,
BT
Deepa Dorai - Global Customer Success Director, Direct ATPI
Priya Sinha - Head of Product Engineering, Vodafone GmbH
Kavita Quigley - Head of Customer Relations, Experian
Melissa Solis - Chief Executive Officer, Inbenta
CX leaders are facing tougher decisions about where automation genuinely improves outcomes and where human intervention remains essential. This panel explores how organisations are defining the
right balance between efficiency and empathy, and how they are embedding human judgement into increasingly automated environments.
- Where AI delivers clear value across service, sales and support and where it falls short
- Designing "human-in-the-loop" operating models that protect CX quality and trust
- Governance, escalation and accountability in AI-supported environments
- What leading organisations have learned from getting the balance wrong
9:40 am - 9:50 am
REFRESHMENT BREAK
9:50 am - 10:15 am
KEYNOTE PRESENTATION: SUPPORTING VULNERABLE CUSTOMERS: FROM DISCLOSURE TO ACTION
Jenny Briars -
Head of Customer Governance,
LV=
As organisations face increasing scrutiny around how they treat and support customers, there is a growing need to better recognise and respond to those in vulnerable situations. This challenge is no
longer limited to specific sectors, but is becoming a core part of delivering responsible, effective customer experience across all industries.
Discover how organisations can move beyond intention to deliver more responsive, human-centred experiences, particularly when customers self-disclose sensitive circumstances. It will focus on how to
embed practical approaches that enable teams to recognise vulnerability, respond appropriately and adapt in real time.
- Translating principles into practical frontline actions
- Equipping teams to respond with confidence and empathy
- Adapting journeys to better support changing customer needs
10:15 am - 10:55 am
PANEL DISCUSSION: WORKFORCE TRANSFORMATION IN THE AI ERA: CLOSING THE SKILLS AND READINESS GAP
Clive Martison -
Head of Customer Experience - UK, India & South Africa,
Experian
Sushant Pandita - Head of Customer Program Management UK & Ireland, A.P Moller Maersk
Stuart Balnaves - Deputy Director of Customer Experience, Department for Education
Sabina Onwuka - Head of Customer Services, London Borough of Barking and Dagenham
As operating models evolve and the introduction of AI increases, workforce readiness is becoming a critical barrier to successful transformation. This panel explores how CX leaders are equipping teams
with the skills, confidence and support needed to adapt, ensuring change is not just implemented, but sustained.
The discussion will focus on how organisations are moving beyond short-term fixes to build long-term capability, embed new ways of working and prepare teams to operate effectively in increasingly complex environments.
- Identifying and closing critical capability and skills gaps
- Building confidence and overcoming resistance across frontline teams
- Redefining workforce models to support sustainable, AI-enabled operation
11:00 am - 11:30 am
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.
11:35 am - 12:05 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.
12:10 pm - 12:40 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.
12:45 pm - 1:45 pm
NETWORKING LUNCH
1:45 pm - 2:15 pm
SESSION A: SCALING AI SAFELY: BALANCING INNOVATION, RISK AND CUSTOMER TRUST
Daniel Edwards -
Head of Customer Centre Operations,
Cadent Gas LTD
Scaling AI effectively requires more than adoption alone, it depends on how well it is applied to real operational challenges without compromising trust or control. The focus here is on taking a measured, problem-led approach that delivers practical outcomes while maintaining strong customer experiences.
Using Cadent's journey of modernising legacy, single-channel operations, the discussion will reflect on the rollout of AI and automation, sharing what has been implemented, what has been learned and the results achieved over the past year.
- Applying AI to real operational challenges to drive measurable impact
- Balancing automation with human judgement in complex scenarios
- Transitioning from legacy systems and managing demand through intelligent triage
1:45 pm - 2:15 pm
SESSION B: TURNING INSIGHT INTO IMPACT: DELIVERING HUMAN-CENTRED CHANGE IN COMPLEX SERVICE ENVIRONMENTS
Jane Brine -
Deputy Director Bereavement Service and Tax Credits,
HMRC
Turning customer insight into meaningful, real-world improvements remains a challenge for many teams. Explore how to translate insight into tangible service change, particularly when supporting vulnerable customers and delivering more personalised experiences in sensitive moments.
Drawing on HMRC's bereavement service transformation, it will highlight how to simplify complex journeys, reduce friction and embed empathy into large-scale operations.
- Translating insight into operational improvements
- Supporting vulnerable customers through personalised interactions
- Simplifying journeys to reduce effort
- Embedding empathy into frontline delivery
- Balancing customer needs with operational requirements
2:20 pm - 2:50 pm
PRESENTATION: OPERATIONALISING AI-FIRST SERVICE: CLOSING THE GAP BETWEEN DEPLOYMENT AND RESOLUTION
Declan Ivory -
VP, Customer Support,
Fin
Most teams have deployed AI. Far fewer have operationalised it. There's a significant gap between running a proof of concept and building a support function where AI resolves queries end-to-end, guides agents in real time, and improves itself over time.
- This session is about closing that gap.
- Moving from isolated AI use cases to full-journey resolution
- Deflecting high-volume queries without sacrificing customer experience
- Equipping agents with real-time intelligence — not just automation
- Building workflows that reduce manual effort at scale
- Using AI-led reporting to drive continuous improvement — not just measure it
2:55 pm - 3:25 pm
WORKSHOP A: MAKING AI WORK WITHOUT LOSING THE EXPERIENCE
Dan Marrington -
Director of Transformation,
Flutter
With pressure growing to adopt AI, the decisions made early can have a lasting impact on customer experience, trust and operations. The presentation would explore how to take a considered, human-centred approach to AI, establish the right foundations and identify where automation genuinely improves the experience for customers and employees.
- Deciding what should and should not be automated
- Getting the early decisions right across tone, experience and use cases
- Taking an iterative approach that delivers value beyond cost reduction
2:55 pm - 3:25 pm
WORKSHOP B: SCALING AI IN THE REAL WORLD: WHAT ACTUALLY CHANGES
Louise Walsh -
Chief Customer Contact Officer,
Utilita Energy
Many organisations have moved beyond initial AI experimentation, but the challenge now is scaling AI in ways that deliver meaningful customer and commercial outcomes. As AI becomes more embedded across the organisation, the focus is shifting from individual use cases to using data, insight and automation to create more connected, personalised and intelligent customer experiences.
- Using AI and behavioural signals to better understand customer intent and priorities
- Connecting digital and physical journeys to create more seamless customer experiences
- Turning customer insight into action through more intelligent engagement strategies
- Scaling AI beyond individual use cases to deliver measurable business and customer value
2:55 pm - 3:25 pm
WORKSHOP C: BEYOND AUTOMATION: DESIGNING FULLY INTELLIGENT CX OPERATIONS
Mo Nuur -
Head of Customer Product,
E.on Next
As AI maturity increases, organisations are shifting from isolated automation use cases toward more connected, datadriven CX ecosystems. The challenge is no longer implementing individual tools, but orchestrating data, workflows and decision-making across the entire customer journey.
This discussion explores what more advanced transformation looks like in practice, and how organisations are moving beyond efficiency gains to deliver more proactive, predictive and joinedup
experiences.
- Moving from isolated automation to predictive, decision-led CX models
- Connecting journeys and operations to deliver end-to-end intelligent service
- Embedding real-time data and orchestration into day-to-day CX delivery
3:30 pm - 4:00 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.
4:05 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
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.
