Welcome to the CCW UK EXECUTIVE EXCHANGE
2 - 4 November 2026
| London, UK
Day 2 - Enabling Change
8:30 am - 9:00 am
REGISTRATION & NETWORKING BREAKFAST
9:00 am - 9:05 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
9:05 am - 9:10 am
PANEL DISCUSSION: DEFINING THE ROLE OF AI AND HUMANS: WHERE AUTOMATION ADDS VALUE AND WHERE PEOPLE MATTER MOST
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
9:45 am - 10:10 am
KEYNOTE: MOVING FROM AI EXPERIMENTATION TO ENTERPRISE-WIDE IMPACT
As AI adoption matures, the challenge is no longer proving isolated use cases, but scaling it consistently across the organisation. Many leaders are now focused on how to move from individual successes to a coordinated, enterprise-wide approach that delivers long-term value.
This keynote explores how organisations are aligning AI to broader business strategy, embedding it across functions and ensuring it delivers measurable impact across both customer experience and operational performance.
- Moving from isolated AI initiatives to enterprise-wide adoption
- Aligning AI strategy to broader business and CX objectives
- Embedding AI across teams, functions and operating models
- Ensuring consistent outcomes as AI scales across the organisation
10:10 am - 10:35 am
KEYNOTE PRESENTATION: SUPPORTING VULNERABLE CUSTOMERS: FROM DISCLOSURE TO ACTION
Jenny Briars -
Head of Customer Governance,
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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
10:35 am - 10:45 am
REFRESHMENT BREAK
10:50 am - 11:20 am
SESSION A: TURNING ENGAGEMENT INTO REVENUE: DRIVING COMMERCIAL PERFORMANCE THROUGH THE FRONTLINE
Abby Hugglestone -
Director, Contact Centre,
Norwegian Cruise Line
As organisations look to unlock more value from their contactcentres, the focus is shifting from service delivery to commercialimpact. This session explores how to align frontline engagementwith revenue outcomes, ensuring teams are not just supporting customers but actively driving growth.
Through Abby's experience of embedding a sales culture within service environments, it will highlight how gamification, incentives and performance visibility can influence behaviours, improve conversion and increase revenue per interaction.
- Aligning engagement strategies with measurable commercial outcomes
- Using gamification and incentives to drive frontline performance
- Embedding a sales mindset within service environments
- Motivating and managing performance across remote teams
10:50 am - 11:20 am
SESSION B: 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
10:50 am - 11:20 am
SESSION C: 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
11:25 am - 11:55 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.
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 - 2:10 pm
NETWORKING LUNCH
Enjoy a delicious lunch over conversation with your CX peers.
2:10 pm - 2:50 pm
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
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
2:55 pm - 3:45 pm
SESSION D: OPERATIONALISING AI-FIRST SERVICE: FROM AUTOMATION TO END-TO-END RESOLUTION
As AI adoption accelerates, many organisations are still struggling to translate capability into consistent, end-to-end service outcomes. Explore how to move beyond isolated use cases to operationalise AI across the full customer support journey, improving both efficiency and experience. Investigate how AI can resolve queries instantly, support agents with realtime guidance and automate workflows across operations.
- Resolving high-volume queries through AI-powered agents
- Augmenting teams with real-time support and insights
- Automating workflows to reduce manual effort
- Driving continuous optimisation through AI-led reporting
3:30 pm - 4:10 pm
WORKSHOP A: AI WITHOUT REGRET: HOW TO START WITHOUT GETTING IT WRONG
Jason Richardson -
Head of Customer Experience,
Abbott Lyon
Organisations face growing pressure to adopt AI, yet early decisions can have lasting impact on customer experience, trust and operations. In this session, Jason Richardson shares how his organisation took a more considered, human-centric approach, focusing on strong foundations before scaling.
Through this journey, he will explore how they achieved over 60% chat automation, improved CSAT beyond human agents and delivered significant ROI, while avoiding common pitfalls such as over-automation and poor experience design. The session will focus on building AI in a way that enhances both customer and employee experience.
- Defining what should and should not be automated
- Getting early decisions right across tone, design and use cases
- Taking an iterative approach to drive value beyond cost reduction
2:55 pm - 3:45 pm
SESSION E: REDEFINING QUALITY IN COMPLEX, AI-ENABLED SERVICE ENVIRONMENTS
As service interactions become more complex and AI plays a greater role in delivery, traditional approaches to quality assurance are no longer sufficient. This session explores how organisations are evolving quality management to move beyond static scoring toward more dynamic, insight-led approaches that reflect the full customer journey. By rethinking how quality is defined, measured and improved, organisations can better balance consistency, compliance and experience.
- Moving beyond manual QA to more continuous, data-driven quality approaches
- Redefining quality to reflect both customer outcomes and operational performance
- Using insight to coach, improve and adapt in real time
3:30 pm - 4:10 pm
WORKSHOP B: SCALING AI IN THE REAL WORLD: WHAT ACTUALLY CHANGES
Dan Marrington -
Director of Transformation,
Flutter
The challenge is no longer adopting AI, but scaling it in a way that delivers real value. Drawing on Dan's experience in a complex, regulated environment, this changes when AI moves into live operations.
The reality is less about technology and more about applying AI to the right problems, integrating it into legacy systems and ensuring it delivers measurable operational and commercial outcomes.
- How to move beyond experimentation and apply AI to real, high-impact problems
- What it takes to integrate AI into complex systems, workflows and day-to-day operations
- How to scale AI in a way that delivers measurable productivity, CX and commercial outcomes
2:55 pm - 3:25 pm
SESSION F: UNLOCKING CUSTOMER DATA TO POWER CONNECTED, PERSONALISED EXPERIENCES
As organisations invest heavily in customer data, many still struggle to unify, activate and apply it effectively across the customer journey. This session explores how to move beyond fragmented data environments to create a single, actionable view of the customer that enables more relevant, timely and connected experiences. By turning data into insight and insight into action, organisations can drive both improved CX and measurable business outcomes.
- Unifying customer data to create a single, accessible view across channels
- Activating data in real time to enable more relevant, personalised interactions
- Connecting insight to execution to continuously optimise journeys and performance
3:30 pm - 4:10 pm
WORKSHOP C: BEYOND AUTOMATION: DESIGNING FULLY INTELLIGENT CX OPERATIONS
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
4:10 pm - 4:20 pm
REFRESHMENT BREAK
4:25 pm - 4:55 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.
5:00 pm - 5:30 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.
5:35 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.
