WELCOME TO THE CCW UK EXECUTIVE EXCHANGE NOVEMBER
3 - 5 November 2025
| The InterContinental London Park Lane, London, UK
Executive Exchange Day One
8:00 am - 8:45 am
REGISTRATION & NETWORKING BREAKFAST
8:45 am - 8:50 am
CUSTOMER CONTACT WEEK UK EXECUTIVE EXCHANGE: WELCOME FROM THE EVENT DIRECTOR
Jessica Marriott, Event Director, CCW Europe
9:50 am - 9:55 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
8:55 am - 9:20 am
PRESENTATION: FROM TRADITIONAL TO DIGITAL-FIRST: REDESIGNING CX FOR THE OMNICHANNEL, DATA-DRIVEN CUSTOMER
Emillie Hill -
Director, Total Customer Experience & Digital In Life,
Virgin Media O2
Traditional CX models are no longer enough in today’s fast-paced, tech-driven world. This session explores the shift to a digital-first, omnichannel approach powered by data to enhance every customer touchpoint.
In this session, learn about:
• Move from passive listening to proactive, predictive CX
• Leverage data to design personalised, seamless journeys across channels
• Overcome operational barriers by unifying siloed tech and fostering cross-functional collaboration
• Empower agile teams to transform CX for today’s customer
9:20 am - 9:45 am
PRESENTATION: COGNIGY AGENTIC AI IN THE CONTACT CENTRE
Markus Ring -
Director, AI Transformation,
NiCE Cognigy
The Evolution of AI in Customer Service
- Discover how the landscape has shifted from simple FAQ bots to intelligent, agentic AI Agents that reason, converse naturally, and perform complex tasks.
How Agentic AI Agents Operate
- Understand how these Agents communicate with other systems and AIs and assist customer service representatives while autonomously accessing and updating CRM systems with contextual data.
Enterprise Insights: Real-World Deployment
- Learn from a live enterprise use case where Agentic AI Agents are already in action. Enhancing workflows, improving customer experience, and increasing efficiency.
Best Practices and Lessons Learned
- Take away actionable strategies and key learnings from a successful enterprise deployment, not as a future vision, but as what’s being done today.
9:45 am - 9:55 am
NETWORKING BREAK
10:00 am - 10:30 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.
10:35 am - 11:05 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.
11:10 am - 11:40 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.
11:45 am - 12:25 pm
EMPOWERING VULNERABLE CUSTOMERS IN THE AGE OF GEN AI: THE HUMAN-IN-THE-LOOP APPROACH
Vicky Hunter -
Head of Complaints,
NatWest Bank (RBS Group)
As AI reshapes customer service, it’s crucial to keep vulnerable customers at the heart of the process, blending cutting-edge technology with human empathy to offer life-changing support when it matters most.
· Understand how AI can help, while ensuring it never overlooks those in distress or facing hardship
· Balance automation with human decision making to safeguard emotional and financial well-being
· Address the needs of customers impacted by fraud, scams, and other vulnerabilities with personalised, compassionate care
11:45 am - 12:25 pm
CUSTOMER AT THE CORE: PUTTING PURPOSE INTO PRACTICE
Matthew Dijkstra -
Chief Customer Officer,
Vitality
In today’s era of rapid change, it’s easy for customer-centricity to become a buzzword. This session will explore how leaders can ensure the customer genuinely sits at the heart of every decision – from product design and digital investments to service delivery and cultural transformation.
• Embed customer-first thinking across the entire business ecosystem, not just frontline service
• Balance commercial priorities with customer trust, loyalty, and long-term value
• Create the right culture and mindset so that every function – from product to operations – feels accountable for the customer experience
• Lead through disruption without losing sight of what matters most: the human at the centre of the journey
12:25 pm - 1:25 pm
NETWORKING LUNCH
Enjoy a delicious lunch over conversation with your CX peers.
1:30 pm - 2:00 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.
2:05 pm - 2:35 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.
2:40 pm - 3:10 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.
3:10 pm - 3:20 pm
NETWORKING BREAK
3:20 pm - 4:10 pm
BEYOND THE BUZZ: 10 REAL AI WINS FROM VODAFONE, DHL & RABOBANK
Brian Reijngoud -
Senior Enterprise Sales Executive,
Deepdesk
This session explores how AI delivers results you can actually measure.
What you’ll learn:
- Concrete ROI from AI: See real data from Vodafone, DHL, and Rabobank on what worked, where, and how it scaled
- AI in action: Understand how next-gen AI agents are transforming customer operations—without replacing people
- 10 proven plays: Walk away with a battle-tested AI playbook that you can apply to your own organisation tomorrow
3:20 pm - 4:10 pm
INTEGRATING CHANNELS, EMPOWERING PEOPLE: THE FUTURE OF UNIFIED CUSTOMER JOURNEYS
Chris Tomkins -
Office of the CTO,
Zendesk
Kath Simons Porter - Principal Contact Center Sales Specialist, Zendesk
Siobhain Goodall - Account Manager, Ventrica
Kath Simons Porter - Principal Contact Center Sales Specialist, Zendesk
Siobhain Goodall - Account Manager, Ventrica
This masterclass is designed for senior CX decision makers eager to harness the power of AI and elevate the contact centre’s role in delivering seamless, unified customer journeys.
Explore how integrating multiple channels and empowering your teams can transform customer experience, driving loyalty and efficiency in a connected digital world. Join us to learn forward-thinking strategies that put AI and the contact centre at the heart of exceptional CX.
3:20 pm - 4:10 pm
RISE OF THE MACHINES: THE DAWN OF AGENTIC AI IN CX
Steve Blood -
VP of Market Intelligence and Evangelism,
Five9
From the ashes of failed AI chatbots, a new generation of Agentic AI is here - autonomous, customer-facing, and governed by strong guardrails to ensure AI serves customers, not the reverse.
What you’ll learn:
• Why Agentic AI is different from yesterday’s chatbots
• Practical steps to prepare your organisation for human + machine collaboration
• How trust & governance and ethical make AI enterprise-ready
4:15 pm - 4:25 pm
NETWORKING 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 - 6:00 pm
PRESENTATION: MOVING BEYOND THE ‘HYPE': HOW TO LEVERAGE AI FOR REAL BOTTOM LINE IMPACT
Dr Iman Karimi -
SVP – Global Head of Data Science & Regional Lead of Connected Intelligence,
Sutherland
AI is often portrayed as a sentient, safe, and wise “Genie of the Lamp” — something you can simply point at your corporation to conjure instant, transformative impact. In some narratives, especially around Agentic AI, these systems are depicted as cheaper, smarter, tireless versions of human agents destined to take over front- or back-office tasks.
And yet, despite massive investments, esp. in Generative and Agentic AI, meaningful bottom-line impact has remained elusive for the most part. As with previous hype cycles, initial excitement is already fading into disillusionment. The core issue is a profound misunderstanding of both the capabilities and limitations of AI, esp. in its newer forms. In order to drive effectiveness (and not just efficiency), you need a deep, holistic grasp of your own business; the ability to reimagine and transform it through enhanced mathematical modelling; robust governance of data and models; rigorous, feedback-driven measurement of impact; and, last but not least, agile change management. Otherwise, you are merely generating polished nonsense at considerable cost and risk.
Dr Iman Karimi
SVP – Global Head of Data Science & Regional Lead of Connected IntelligenceSutherland
6:00 pm - 6:30 pm
PANEL DISCUSSION: DISRUPT OR BE DISRUPTED – WHAT’S DRIVING THE NEXT CX REVOLUTION?
Stanislas Magniant -
Snr Director, Consumer Care Transformation,
The Coca-Cola Company
Daryl Wilkes - Director of Customer Care, ASOS
This fast-paced conversation will spotlight the major forces redefining customer experience in 2025 and beyond. From AI and automation to evolving customer values, design thinking, and agile culture, hear how leading brands are not just adapting to disruption - but driving it.
